DENVER, August 17, 2004 ? Qwest Communications International Inc. (NYSE:Q) today announced it has signed contracts with more than 400 business customers to provide Qwest Web Contact Center? (QWCC) services as part of the customers? call center solutions.
Customers from a wide range of industries, including manufacturing, retail, banking and state governments, use QWCC services to route large call volumes and enhance customer service within their call centers.
Qwest also announced today the launch of EZ-Route? version 3.0. Provided with QWCC, EZ-Route 3.0 enables customers to develop customized, voice-prompted call center menus, which allow callers to easily select options such as customer service, support and information. EZ-Route 3.0 is easy to use and can be administered without knowing voice XML code ? the markup language used by QWCC to enable applications to interact with the Internet through voice-recognition technology. Over 300 existing QWCC customers have upgraded to EZ-Route 3.0.
Apptera, a leader of configurable, packaged speech application software, is among the more than 400 businesses currently using QWCC. Apptera uses Qwest's toll-free voice service, Web hosting and QWCC to deliver voice-driven, self-service solutions across the enterprise. One of Apptera?s packaged applications runs speech recognition software on the QWCC platform to help banking customers locate the nearest automated teller machine (ATM) or branch location. Through a simple phone call, Apptera?s automated, voice-enabled software can ?tell? customers the most precise banking center locations, down to the exact street corner. Apptera helps call centers of all sizes to dramatically save money by reducing their dependence on live customer service representatives and by increasing use of self-service versus traditional touch-tone systems. With QWCC as part of the solution, Apptera also can assure its customers of secure financial data when used in the call center environment.
?Banking has become an around-the-clock activity, requiring secure, immediate and reliable 24X7 access to information,? said Steve Ehrlich, vice president of marketing for Apptera. ?As a leader in call center solutions, Qwest plays a critical role in helping Apptera deploy packaged voice solutions to financial services institutions that address these customer needs quickly, reliably and cost-effectively.?
Genesys Telecommunications Laboratories, Inc. recently named Qwest Communications the recipient of its Partner of the Year for Managed Services award. Presented at Genesys? annual user conference, the award is based on Qwest?s sales success and marketing efforts for 2004 and Qwest?s delivery of packaged applications that benefit customers with competitive and cost-saving value. QWCC leverages the Genesys Voice Platform, which uses voice XML technology, to support QWCC?s integration with Web, computer telephony integration (CTI) platforms and database information.
?Qwest has leveraged the Genesys Voice Platform and provided additional value to their customers through supplemental applications,? said Robert Thronson, vice president of managed services at Genesys. ?We are happy to honor Qwest for their ability to understand and effectively address customer needs in a hosted call center offering.?
About Qwest Web Contact Center
QWCC is an interactive voice response and voice recognition solution for businesses that create call center applications, such as speech recognition functions. Based on the voice XML standard, QWCC is available as stand-alone in the network or can integrate with the customer?s existing business systems.
Qwest Communications International Inc. (NYSE: Q) is a leading provider of voice, video and data services. With more than 40,000 employees, Qwest is committed to the ?Spirit of Service? and providing world-class services that exceed customers? expectations for quality, value and reliability. For more information, please visit the Qwest Web site at www.qwest.com.
Forward Looking Statement Note
This release may contain projections and other forward-looking statements that involve risks and uncertainties. These statements may differ materially from actual future events or results. Readers are referred to the documents filed by us with the Securities and Exchange Commission, specifically the most recent reports which identify important risk factors that could cause actual results to differ from those contained in the forward-looking statements, including but not limited to: access line losses due to increased competition, including from technology substitution of our access lines with wireless and cable alternatives; our substantial indebtedness, and our inability to complete any efforts to de-lever our balance sheet through asset sales or other transactions; any adverse outcome of the SEC's current investigation into our accounting policies, practices and procedures and certain transactions; any adverse outcome of the current investigation by the U.S. Attorney's office in Denver into certain matters relating to us; adverse results of increased review and scrutiny by Congress, regulatory authorities, media and others (including any internal analyses) of financial reporting issues and practices or otherwise; rapid and significant changes in technology and markets; any adverse developments in commercial disputes or legal proceedings, including any adverse outcome of current or future legal proceedings related to matters that are the subject of governmental investigations, and, to the extent not covered by insurance, if any, our inability to satisfy any resulting obligations from funds available to us, if any; potential fluctuations in quarterly results; volatility of our stock price; intense competition in the markets in which we compete including the likelihood of certain of our competitors emerging from bankruptcy court protection or otherwise reorganizing their capital structure and competing effectively against us; changes in demand for our products and services; acceleration of the deployment of advanced new services, such as broadband data, wireless and video services, which could require substantial expenditure of financial and other resources in excess of contemplated levels; higher than anticipated employee levels, capital expenditures and operating expenses; adverse changes in the regulatory or legislative environment affecting our business; and changes in the outcome of future events from the assumed outcome included in our significant accounting policies.
The information contained in this release is a statement of Qwest's present intention, belief or expectation and is based upon, among other things, the existing regulatory environment, industry conditions, market conditions and prices, the economy in general and Qwest's assumptions. Qwest may change its intention, belief or expectation, at any time and without notice, based upon any changes in such factors, in Qwest's assumptions or otherwise. The cautionary statements contained or referred to in this release should be considered in connection with any subsequent written or oral forward-looking statements that Qwest or persons acting on its behalf may issue. This release may include analysts' estimates and other information prepared by third parties for which Qwest assumes no responsibility.
The company expects to file in August 2004 its form 10-Q for the three month period ended June 30, 2004. Please refer to the form 10-Q for a full description of second quarter 2004 results.
Qwest undertakes no obligation to review or confirm analysts' expectations or estimates or to release publicly any revisions to any forward-looking statements to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.
By including any information in this release, Qwest does not necessarily acknowledge that disclosure of such information is required by applicable law or that the information is material.
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