SNET Uses IMA's EDGE for World-Class Call Center

Business Wire, April 21, 1999

SHELTON, Conn.--(BUSINESS WIRE)--April 21, 1999--

Products and services from IMA (Nasdaq:IMAA) are being used by Southern New England Telecommunications (SNET) as the backbone of a world-class call center for sales, marketing and customer service.

The SNET call center was the subject of a feature article in the March issue of Call Center Solutions magazine, an industry publication widely read by call center professionals.

SNET, headquartered in New Haven, Conn., is a leading information, communication and entertainment company, offering a full range of wireline products, including SNET All Distance service, as well as wireless voice and data services, Internet access and cable television. In the latest J.D. Power national customer satisfaction survey, SNET was ranked the number one long-distance company in America among mainstream users for the second straight year. SNET is a company of SBC Communications Inc., (NYSE:SBC), a global leader in the telecommunications industry.

SNET's Call Center Services subsidiary has deployed IMA software as the core desktop solution in a state-of-the-art call center facility in Bridgeport, Conn. The company licensed EDGE, the EDGE enterprise application suite (AdvantEDGE ) and EDGE Internet access (CyberEDGE ), based on their rich functionality, flexibility, and strong technology foundation, plus the extensive experience of IMA's professional services group in quickly deploying applications in complex, computer-telephony integrated (CTI) call center environments.

The EDGE system at SNET was installed and in production after only three months of development time, began initial operations in March 1998, and has since expanded to over 150 agents capable of managing bilingual Web, e-mail and voice contacts from the U.S. and South and Central America. The center provides high value inbound and outbound services such as customer acquisition, customer satisfaction, customer care, help desk, billing inquiry, repair, messaging and paging services to both external companies in the telecommunications, utility, finance, insurance and healthcare industries, and internal SNET business units.

"SNET has long been an innovator in the telecommunications industry, and their call center showcases the value of using the flexible scripting, workflow and application development capabilities of EDGE as part of an integrated customer care solution," said Kian Saneii, senior vice president of worldwide marketing for IMA. "IMA's EDGE provides SNET with multiple contact channels, 24 by 7 access and detailed customer information available to its agents."

About IMA

IMA is a global leader in front office customer interaction solutions for call centers used for sales, marketing and customer service. The company's Web- and CTI-enabled software helps companies maximize the revenue- and loyalty-generating potential of each customer contact. IMA is the choice of over 400 leading organizations including Bose Corp., Lloyds TSB Bank, Pacific Gas and Electric, SITEL Corp., Southern New England Telecommunications (SNET) and Xerox. IMA has headquarters in Shelton, Conn., offices in Atlanta, Chicago, Dallas, Frankfurt, Irvine, London, Melbourne and Paris, and representatives worldwide. More information about IMA's products and services can be found on the World Wide Web at www.imaedge.com, requested via e-mail at info@imaedge.com, or by calling 800/776-0462.

NOTE: IMA and EDGE are registered trademarks, and AdvantEDGE and CyberEDGE trademarks, of IMA. All other products or company names mentioned are used for identification purposes only, and may be trademarks of their respective owners.

Except for the historical information contained in this announcement, the matters discussed in this announcement are "forward-looking statements" (as that term is used in the Private Securities Litigation Reform Act of 1995) that involve risks and uncertainties detailed from time to time in the Company's filings with the Securities and Exchange Commission (the SEC). In particular, IMA draws the reader's attention to the "Risk Factors" stated in the Company's Registration Statement on Form S-1 dated July 30, 1997 and its accompanying Prospectus, the Company's Quarterly Reports on Form 10-Q dated Aug. 14, 1997, Nov. 14, 1997, May 15, 1998, Aug. 14, 1998, Nov. 14, 1998, the Company's Annual Report on Form 10-K dated March 30, 1998 and March 31, 1999, as well as to the Company's periodic and current reports as they are filed with the SEC.