June 22th, 1999 - Mosaix adds UniversalSystems® to Global Alliance Program

Working with the Mosaix Predictive Dialing System, new application partner develops dialing technologies to effectively qualify right party connects

REDMOND, Wash. - June 15, 1999 - Mosaix, Inc. (NASDAQ: MOSX), an international provider of predictive dialing and customer relationship management (CRM) technologies, today announced that UniversalSystems® of Minneapolis (www.universalsystems.net) has joined the Mosaix Global Alliance Program. UniversalSystems® will develop a customized version of their software - called Co*Source Connect - to complement the next generation Mosaix Predictive Dialing System. The combination is expected to reduce staffing shortages and improve overall efficiency and profitability in the call center.

"Over the past several years Mosaix has worked to define the balance-point between call center efficiency and effective customer relationship management," said Kim Mackay, senior vice president of corporate marketing and development for Mosaix. "Incorporating UniversalSystems' applications for connecting customers and qualified agents in the call center, allows our customers an opportunity to cut agent-related expenses while improving the overall customer experience."

Using the Mosaix Predictive Dialing System, organizations are virtually ensured - with up to 97.4 percent accuracy - that the calls routed to a call center agent from the outbound dialing system are live customers instead of a busy signal or an answering machine. However, even though the Predictive Dialing System provides reliable connection to a live voice, chances are good that the person on the other end of the call is someone other than the intended party. Using UniversalSystems' Co*Source Connect application, the call center system momentarily switches all live connects to a Right Party Connect (RPC) expert. The RPC expert verifies the identity of the targeted customer and the software immediately routes the pre-screened and qualified customers back to the call center for servicing. As a result, agents spend more time managing customer relationships and less time searching for an appropriate contact.

By combining Mosaix and UniversalSystems® technologies, call centers can enable more effective customer relationship management while also increasing call center efficiency. For the end customer, the benefit will become a more positive, more accurate, and more tailored experience with his or her merchant.

"Already, we've been very successful at integrating our right party connect applications with Mosaix customer relationship management technologies - providing clear potential benefits to our mutual customers," said Blake Rice, president and CEO of UniversalSystems®. "Our solutions will allow call centers to gain return on investment very quickly. And with UniversalSystems® and Mosaix, call centers will be better equipped to practice effective CRM."

CRM is a strategic approach to marketing, sales and customer service that affects all of the processes and interactions between a company and its customers. Without CRM, businesses support discreet customer interactions rather than understanding and servicing the customer based on the entire business relationship. With Mosaix CRM solutions, businesses can create and maintain high-quality customer service levels regardless of the interaction channel. As a result, the processes associated with servicing customers are consistent, reliable and productive.

Mosaix's Global Alliance Program combines the knowledge and resources of Mosaix partners in four distinct categories: applications, technology and integration, system integrators, and channel partners. In addition to its newest application partner, UniversalSystems®, Mosaix maintains more than 60 global alliances with a variety of technology and service organizations.


About Mosaix Mosaix, Inc., headquartered in Redmond, Wash., is a global provider of software and services that integrate the front and back office to automate and optimize an organization's interactions with its customers. The company's products include predictive dialing and blending, agent effectiveness solutions, and the innovative ViewStar customer relationship management, workflow and business process automation applications. The company maintains a global services and support organization and a network of development, co-marketing, and strategic partnerships.

Darren Stordahl
Mosaix, Inc.
425-558-8239
darren.stordahl@mosaix.com