Verizon Wireless Ups Ante on Customer Service with Improved Online Account Management, E-Billing System from edocs

Business Wire, Jan 20, 2004

Business Editors/High-Tech Writers

BEDMINSTER, N.J. & NATICK, Mass.--(BUSINESS WIRE)--Jan. 20, 2004

Customers Gain Unmatched Access to Online Billing,

Payment and Account Information

Verizon Wireless, operator of the nation's largest and most reliable wireless network, and edocs Inc. (http://www.edocs.com/), the leader in customer self-service and e-billing software solutions, today announced that Verizon Wireless has added new features and streamlined My Account--the company's online account management and customer service tool.

Using edocs' software, My Account provides customers with 24x7 online access to all their billing, payment and account-related information, so customers can manage their Verizon Wireless account relationship quickly and easily.

Today, millions of Verizon Wireless customers go to www.verizonwireless.com to access their bills, make payments and modify account information. In the past 12 months alone, the number of customers signed up with My Account has doubled. With the new capabilities, they can now track airtime usage, analyze monthly spending trends, access up to six months of billing information, change account features, or set up a personal address book that translates dialed phone numbers to identifiable names on their e-bills.

In a recent survey of Verizon Wireless' My Account customers, 47 percent said they went paperless to simplify the payment process. The next most common reasons customers opted for paperless bills were: easier to access and track prior bills, quicker than mail, reduces clutter and saves money on postage.

"My Account is an important customer service and account management channel for our customers," said John Hinshaw, vice president - IT for Verizon Wireless. "With edocs, we gain the industry's most complete and scalable e-billing and web self-service platform and our customers get a superior online experience."

"Verizon Wireless understands the value of a comprehensive online self-service offering and they have moved quickly and decisively to add real value for their customers," said Mark Quinlivan, chief operating officer at edocs. "In a highly competitive market, Verizon Wireless is raising the bar for online customer service, while significantly reducing their operating costs simultaneously."

About Verizon Wireless

Verizon Wireless is the nation's leading provider of wireless communications. The company has the largest nationwide wireless voice and data network and 36 million customers. Headquartered in Bedminster, NJ, Verizon Wireless is a joint venture of Verizon Communications (NYSE:VZ) and Vodafone (NYSE and LSE: VOD). Find more information on the Web at www.verizonwireless.com.

About edocs

edocs is the leading provider of customer self-service and e-billing software for Global 2000 businesses. edocs' solutions improve the quality of customer care, reduce support costs and deepen relationships with business and consumer customers. The software enables end customers to manage their accounts, research offerings, buy products and services, review bills and statements, initiate and track payments, and resolve issues online from a single starting point at a company's web site. edocs' products and services are used by some of the world's leading organizations in financial services, energy, government, healthcare, insurance, retail and telecommunications. Customers include BT (British Telecom), Fannie Mae, FleetBoston Financial, GE Capital, Humana, Independence Blue Cross, O2 (UK), Target, Telstra, Toyota Financial Services and TXU Energy. Founded in 1997, edocs is headquartered in Natick, Massachusetts and has offices in Europe and Asia. For more information call (508) 652-8628 or visit www.edocs.com.