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Security First Network Bank Chooses HP Customer-Service Solution; S1 Data/Call Center to Integrate Phone, E-mail Queries to Improve Internet Banking Service.

PALO ALTO, Calif.--(BUSINESS WIRE)--Nov. 26, 1996--Hewlett-Packard Company (NYSE:HWP) today announced that Security First Network Bank (NASDAQ:SFNB) will enhance the service it provides depositors through HP Smart Contact, the solution for building and managing customer- service centers.

HP Smart Contact will become an integral part of the customer- service operations run by Security First Technologies (S1), the SFNB subsidiary formerly known as Five Paces, Inc. Any institution that outsources customer service to the Atlanta-based S1 data center will benefit from HP's solution.

The S1 data/call center will install Smart Contact's Customer Contact Manager middleware and HP's Applied Computer Telephony (ACT) product. Customer Contact Manager manages and integrates customer communications with customer-service applications and databases, addressing computer-telephony integration as well as e-mail correspondence.

It is expected that customers of SFNB, for example, will enjoy faster, more tailored service, whether they phone or send an e-mail. Their inquiries automatically will trigger the routing of their service and account histories to customer-service representatives (CSRs), who will receive all voice and data feeds immediately and simultaneously.

"Customers of a pioneering bank expect and deserve crisp, innovative service, and the solution from HP and others will greatly enhance the way we deliver on those expectations," said James S. Mahan III, chief executive officer of SFNB. "It will integrate numerous customer-contact channels, while presenting customer-service representatives with information quickly and easily."

Customer Contact Manager's "screen-pop" feature will open a window of customer information for CSRs at the same time they receive an inquiry, enabling them to pinpoint account data at once.

"Even before customer-service representatives finish saying `hello' to a caller, they've already got the information they need to answer questions," said Nancy Emison, customer service manager of the S1 data center. "Through Smart Contact, we anticipate considerable gains in productivity and, more importantly, customer satisfaction."

Fremont, Calif.-based Quintus Corporation will provide the customer-service application and Cambridge Technology Partners of Cambridge, Mass., will handle systems integration.

Customer Contact Manager and ACT will run on HP 9000 enterprise servers, while Quintus' application will run on HP Vectra personal computers.

The new customer-service technology will replace 3,270 terminals linked to mainframes, an architecture that has CSRs navigating multiple systems as they respond to nearly 12,000 queries a month regarding account balances, funds transfers, bill payments and other personal-finance matters.

"Smart Contact will enable us to integrate other access channels in the future, including fax and Internet chat," said Emison. "It anchors our infrastructure for an advanced approach to inbound and outbound customer care."

"A forward-thinking institution like SFNB knows the value of providing customers with comprehensive service through multiple access points," said Ruann F. Ernst, general manager of HP's Financial Services Business Unit. "The bank's innovative work in service delivery and security will continue to make it a pacesetter." S1's installation of HP Smart Contact will broaden HP's relationship with the world's first Internet-only bank, which currently protects its more than 7,000 depositors with HP VirtualVault security technology.

Through HP Smart Contact, HP and its partners provide premier solutions that include computer-telephony integration, business applications, data access and management and integration services. Customer Contact Manager's functionality and open application programming interface (API) framework enable the rapid design, integration, deployment and management of customer-service centers. Information on Smart Contact can found at

Security First Technologies (, a wholly-owned subsidiary of the world's first Internet bank, Security First Network Bank (NASDAQ:SFNB), offers security and financial services technology, providing a comprehensive Internet software solution for financial services and other industries. S1's security division (formerly SecureWare, Inc.) draws on a decade of experience designing network security solutions for government agencies, Fortune 500 companies, and, most recently, for commercial entities, setting an industry standard for secure transactions over the Internet. S1's financial services division (formerly Five Paces, Inc.) provides turnkey solutions for financial institutions who want to offer products and services over the Internet in a secure environment. Completing S1's comprehensive package are a number of services including consulting, implementation, marketing support, training, and call and data center outsourcing. S1, utilizing both its financial services and security expertise, launched SFNB in 1995. Today, S1 markets its Internet solution and network security products directly and through leading solution providers worldwide.

HP's Financial Services Business Unit, part of the company's Computer Systems Organization, works closely with world-class partners to design and build industry-specific and customized open computing solutions for banks, insurance companies, securities firms and other global financial-services organizations. The FSBU's clients include some of the largest, most profitable and most respected institutions in the world. HP's solutions for the financial-services industry are on the Internet's World Wide Web at

Hewlett-Packard Company is a leading global manufacturer of computing, communications and measurement products and services recognized for excellence in quality and support. HP has 112,000 employees and had revenue of $38.4 billion in its 1996 fiscal year.

Information about HP and its products can be found on the World Wide Web at

CONTACT: Hewlett-Packard

Brad Pick, 408/447-7809


Duffey Communications

Peggy Moody, 404/266-2600
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Publication:Business Wire
Date:Nov 26, 1996
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