Fiserv Announces Formation of Business Unit Focusing on Contact Management and CRM Solutions

Business Wire, July 6, 2000

Business Editors

PITTSBURGH--(BUSINESS WIRE)--July 6, 2000

Fiserv, Inc. (Nasdaq: FISV) announced today that it has formed a business unit, called Fiserv Customer Contact Solutions, that will focus on enterprisewide contact management and customer relationship management (CRM) solutions for financial services organizations.

Fiserv Customer Contact Solutions provides financial institutions with a complete range of customer sales and service contact management tools that integrate information management, correspondence, workflow, cross-selling, telemarketing and e-mail routing into a centralized contact center or an enterprisewide contact management framework. The new business unit also will incorporate existing products, including the Fiserv Customer Service and Call-center Solution (CSCS(R)) Desktop, CSCS Sales Generator and NetConnect.

The new business unit will allow Fiserv to provide institutions with a universal contact management and workflow system designed to support customer interactions via the Web, branch or call center. This integrated solution was developed for financial institutions that are seeking a sophisticated, integrated, enterprisewide CRM offering.

"Our product suite supports the Fiserv strategic vision of integrated channel management and systems integration to allow our clients to bring best-of-breed tools together to create enterprisewide contact management and CRM solutions," said Regis Rapp, Senior Vice President of Fiserv Customer Contact Solutions.

Fiserv CSCS Desktop is a comprehensive contact management, campaign management, target marketing and workflow system that feeds a financial institution's service agents with important customer information, critical handling instructions and a detailed record of previous contacts. The CSCS system is designed to ensure all contact points share the same information about a member.

CSCS Sales Generator is integrated with the CSCS system for one-stop customer service and sales. CSCS Sales Generator provides representatives and managers with all the tools they need to create, execute and manage effective sales campaigns and sales scripting. In addition, it provides a sales, telemarketing and campaign management solution for marketing programs such as telemarketing, print ads, radio and television ads, and direct mail.

NetConnect gives a bank's customers the ability to send messages to the bank from a secure page on the bank's Web site. Each incoming message creates a workflow item that is automatically assigned to the correct person or group at the bank. Once created, these items are tracked by the CSCS system by reason, due date, assignments and other pertinent criteria.

Fiserv Customer Contact Solutions can be found on the Internet at http://contact.fiserv.com.

Fiserv, Inc. (Nasdaq: FISV) is an independent, full-service provider of integrated data processing and information management systems to the financial industry. As a leading technology resource, Fiserv serves approximately 10,000 financial services providers worldwide, including banks, brokers/dealers, credit unions, financial planners/investment advisors, insurance companies, mortgage banks and savings institutions. Headquartered in Brookfield, Wisconsin, Fiserv also can be found on the Internet at www.fiserv.com.