[August 1, 2001]

iBasis Enhances Customer Service And Reduces Costs For VarTec Telecom

iBasis (NASDAQ:IBAS), a leader in advanced Internet-based voice communications, announced that it has implemented an advanced voice response system for VarTec Telecom, a pioneer and leader in "dial around" long-distance service. iBasis deployed the first phase of the new system in just eight weeks, achieving immediate and demonstrable results, including a 20 percent customer self-service rate. Once fully deployed, the savings VarTec will realize from this automated response system are expected to exceed $2.4 million.

This application showcases the breadth of iBasis' expertise in voice response systems. The company has ten years of experience in deploying complex customer care applications for brand name companies including Sprint, AT&T, H&R Block and Western Union. iBasis has developed and hosts hundreds of applications designed to increase efficiency in customer interactions through Interactive Voice Response (IVR) and touch-tone systems that form the technology foundation for today's advanced speech applications. This experience provides iBasis with a unique market strength as the company integrates next-generation speech technologies into customer solutions.

The VarTec voice application -- created after an extensive customer care assessment by iBasis' Speech Solutions professional services group - implements intelligent messaging based on dialed number or customer billing telephone number, call segmentation and advanced, skills-based call routing for 400 call center agents at two VarTec facilities in Tulsa, Oklahoma and Waco, Texas. Plans include data integration efforts between iBasis and VarTec Telecom to support bill presentation and payment, order entry and fulfillment, and trouble status and reporting. Longer term plans include full support of Computer Telephony Integration (CTI).

"Virtually every enterprise that interacts with large numbers of customers is searching for effective ways to capture efficiencies in their operations while making that interaction rewarding for the customer. At iBasis, we have more experience developing and deploying solutions that drive self-service for enterprises and carriers than any other provider," said Dan Moore, vice president of Business Operations for iBasis Speech Solutions. "We're very pleased to be working with an industry leader like VarTec to enhance and automate their customer contact centers, and we look forward to providing additional value as we work to expand and extend the customer service response platform for them."

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