[March 26, 2001]

Convergys Extends eCRM Capabilities With RightNow's Web-Based Knowledge Management Technology

Convergys Corporation announced it will broaden its integrated contact center capabilities by entering into a comprehensive technology-driven alliance with RightNow Technologies, Inc., a provider of Web customer service systems.

Convergys has licensed RightNow's patent-pending Web-based knowledge management technology as part of the alliance in order to enhance the customer experience for Convergys' clients. In particular, RightNow's customer service suite for both Internet and Intranet environments, RightNow Web, will assist Convergys call center representatives with providing accurate and consistent answers to customer questions, as well as enabling customers of Convergys' clients to quickly find answers to their own questions, using the Web.

"RightNow Web will enhance our delivery of accurate, consistent, and efficient interactions across all channels of contact, including phone, Web, e-mail, postal mail, live chat and voice over IP," said Ronald E. Schultz, President of the Customer Management at Convergys. "With this addition to our integrated contact center infrastructure, we are taking yet another major step in applying Internet technologies to continually improve both the quality and efficiency of customer interactions."

"We are delighted to be selected as a best-in-breed technology component of Convergys' industry-leading integrated contact centers," said Greg Gianforte, chairman and chief executive officer of RightNow Technologies. "This alliance provides Convergys clients the industry's most complete, fully operational customer contact centers."

Convergys' integrated contact centers capitalize on the integration of the latest Web-based customer service technologies with traditional channels such as phone, fax, mail, and integrated voice response to ensure responsive customer service, higher levels of customer satisfaction and increased customer loyalty.

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