Mustang Software Releases TCS Integration; Call Center & Support Resource Planning Now Available for E-mail as Well as Telephony

Business Wire, Feb 3, 1999

BAKERSFIELD, Calif.--(BUSINESS WIRE)--Feb. 3, 1999--E-mail management for call center, customer support, and helpdesk operations has become mission critical for companies worldwide. To assist with resource planning requirements for these operations, Mustang Software (NASDAQ: MSTG), the leading provider of e-mail management solutions, announces the integration of its award winning Internet Message Center (IMC) e-mail management platform, with TCS Management Group, Inc.'s (TCS) TeleCenter System. TCS is the world's leading provider of workforce management software for call centers.

Bundled as a component of Internet Message Center's IMC Reports module, the integration of IMC and the TeleCenter System enables call center, customer support, and helpdesk operations to forecast staffing requirements and manage service level adherence needed to manage inbound customer e-mail.

Mustang's Internet Message Center provides e-mail management performance information to the TCS system, which then analyzes the data to make staffing and scheduling recommendations. For the first time, customer support centers can forecast e-mail staffing requirements and monitor complete service level adherence with the same accuracy as they do for telephone calls.

"E-mail has become a premiere customer service, support and sales channel for companies worldwide, as evidenced by IMC's rapid growth," said Chris Rechtsteiner, executive vice president of Mustang Software. "The integration of resource planning capabilities with the IMC platform provides our customers with the sophisticated tools required to meet the rapidly changing demands of e-mail customer service. The TCS integration represents yet another component for IMC's full integration to the call center."

"Customer contact via the Internet represents another source of workload that needs to be accounted for in staff planning," says James G. Quiggins, TCS vice president of sales and marketing. "The integration of IMC with our system will supply a more accurate projection of staff requirements, providing our mutual clients the opportunity to meet their service goals in a cost-effective manner."

About Internet Message Center

Internet Message Center is an intelligent e-mail management solution that provides sophisticated management capabilities for e-mail workflow in mission-critical, customer service operations. IMC enables companies to manage incoming corporate and customer e-mail with logic, responsibility, structure, real-time management, and detailed reporting.

Internet Message Center was named "Best of Show" by both Call Center Service News and CTI magazine at ICCM in September 1998, "Best of Show" by Call Center magazine at CT Demo in November 1997, "Best of Show" by Computer Telephony magazine at CT Expo in March 1998 and has been named "Product of the Year" by Computer Telephony, C@LL Center Solutions, Call Center, CTI, and ISP magazines.

About TCS Management Systems, Inc.

TCS Management Group, Inc., founded in 1975 and based in Brentwood, Tenn., specializes in providing sophisticated software and consulting solutions for the unique problems facing telephone call centers of all sizes and configurations. TCS workforce management software (the TeleCenter System "the World's Leading Resource Planning System" and the NetForce multi-site version) determines the optimal schedules and staffing needed to help call centers meet or exceed their sales or customer service goals while minimizing labor costs. TCS also provides a full range of consulting services and has assisted hundreds of companies with telecommunications and call center operational audits, workforce planning, selection and implementation of call center technology and long-term strategic planning. For more information about TCS products and services, call 615-221-6800 or visit the TCS Web site at http://www.tcsmgmt.com.

About Mustang Software

Mustang Software, Inc. delivers creative e-mail management solutions through a combination of the company's unique Web Essentials tools and its unparalleled e-mail management experience and expertise. Mustang's Web Essentials line of tools includes the award-winning Internet Message Center, ListCaster and FileCenter.

Mustang Software's corporate headquarters is located at 6200 Lake Ming Road, Bakersfield, Calif., 93306. Inquiries can be addressed via voice, 805-873-2500; fax, 805-873-2599; and e-mail, info@mustang.com, or by visiting Mustang Software on the Web at http://www.mustang.com.

KEYWORDS: E-mail, IMC, Internet, TCS, Workforce Planning, Customer Service, Support, Messaging, Management, Windows, Web Essentials.