iBasis Enhances Customer Service and Reduces Costs for VarTec Telecom

Business Wire,  August 1, 2001  

Tags: customer service

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Business/Technology Editors

CHICAGO--(BUSINESS WIRE)--Aug. 1, 2001

Advanced Voice Response System Improves Operational Efficiencies and

Customer Care for Leading Local- and Long-Distance Carrier; System

Estimated to Reduce Costs More than $2.4 Million

ICCM CONFERENCE, iBasis (NASDAQ: IBAS), the leader in advanced Internet-based voice communications, today announced that it has implemented an advanced voice response system for VarTec Telecom, a pioneer and leader in "dial around" long-distance service. iBasis deployed the first phase of the new system in just eight weeks, achieving immediate and demonstrable results, including a 20 percent customer self-service rate. Once fully deployed, the savings VarTec will realize from this automated response system are expected to exceed $2.4 million.

This application showcases the breadth of iBasis' expertise in voice response systems. The company has ten years of experience in deploying complex customer care applications for brand name companies including Sprint, AT&T, H&R Block and Western Union. iBasis has developed and hosts hundreds of applications designed to increase efficiency in customer interactions through Interactive Voice Response (IVR) and touch-tone systems that form the technology foundation for today's advanced speech applications. This experience provides iBasis with a unique market strength as the company integrates next-generation speech technologies into customer solutions.

The VarTec voice application - created after an extensive customer care assessment by iBasis' Speech Solutions professional services group - implements intelligent messaging based on dialed number or customer billing telephone number, call segmentation and advanced, skills-based call routing for 400 call center agents at two VarTec facilities in Tulsa, Oklahoma and Waco, Texas. Plans include data integration efforts between iBasis and VarTec Telecom to support bill presentation and payment, order entry and fulfillment, and trouble status and reporting. Longer term plans include full support of Computer Telephony Integration (CTI).

"Virtually every enterprise that interacts with large numbers of customers is searching for effective ways to capture efficiencies in their operations while making that interaction rewarding for the customer. At iBasis, we have more experience developing and deploying solutions that drive self-service for enterprises and carriers than any other provider," said Dan Moore, vice president of Business Operations for iBasis Speech Solutions. "We're very pleased to be working with an industry leader like VarTec to enhance and automate their customer contact centers, and we look forward to providing additional value as we work to expand and extend the customer service response platform for them."

About VarTec Telecom, Inc.

VarTec Telecom, Inc., a leading provider of local and long-distance service, is considered a pioneer in "dial-around" long-distance service. The company offers services to both consumers and small business customers. The flagship residential product, FiveLine(R), offers one of the most competitive rates in the industry. VarTec Telecom continues to introduce local service throughout the United States. The company is also expanding its European presence. Currently VarTec Telecom offers long distance services in the United Kingdom and Germany. VarTec Telecom was recently named one of the Top 500 privately held companies by Forbes Magazine. To learn more about VarTec Telecom, visit the company website at www.vartec.com.

About iBasis

Founded in 1996, iBasis (Nasdaq: IBAS) is the leader in advanced Internet-based voice communications. iBasis delivers toll quality international voice services and provides the infrastructure for hosted communications solutions, including messaging and speech-enabled content, e-commerce and customer service applications. The company's customers include many of the largest enterprises and carriers in the world, including AT&T, Cable & Wireless, China Mobile, China Unicom, Concert, ExxonMobil, Gannett, H&R Block, Home Shopping Network, Morgan Stanley, NTT, Telstra, Sabre Group, Sprint, Western Union, WorldCom, and Verizon. iBasis' hosted, enhanced service solutions include SpeechPort(TM), a scalable, customizable ASP environment for speech-enabled business solutions, VoCore(SM) messaging and the IP CallCard(TM) pre- and post-paid calling card platform. The iBasis Network is the world's largest international Cisco Powered Network for Internet Telephony and the first to receive the Unified Communications-Cisco Powered Network (UC-CPN) designation. iBasis is listed in both the Russell 2000(R) and Russell 3000(R) Indexes. The company can be reached at its worldwide headquarters in Burlington, Mass., USA at 781-505-7500 or on the Internet at http://www.ibasis.com.

iBasis is a registered mark, VoCore is a service mark, The iBasis Network, IP CallCard, and SpeechPort are trademarks of iBasis, Inc. or its subsidiaries. Cisco and Cisco Powered Network are registered trademarks of Cisco Systems, Inc. All other trademarks are the property of their respective owners.

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