Hipbone Unveils Live Interaction Platform For Next Generation Contact Centers

Kurt Peters


SynetryTM Adds Innovative Integrated Chat and Co-browse Channel

SAN CARLOS, Calif., October 23, 2001 - Hipbone, Inc., the leading provider of real-time Web interaction solutions, today launched a new multi-channel interaction platform targeted at companies that sell high-cost high-touch products and services via the Web. Branded under the name SynetryTM, Hipbone`s interaction platform strengthens Hipbone`s position as a high-end solutions provider within the live customer interaction sector through the industry`s strongest security and fraud prevention capabilities, and an architecture that provides unlimited scalability and increased adaptability with legacy CRM and contact center solutions. Other key features of the Synetry platform include new knowledge-based routing capabilities, new on-premises deployment options for Windows and Unix, and support for additional foreign language character sets, bringing the number of languages supported by the Synetry platform to 25.

Hipbone`s live interaction solutions built on the Synetry platform now include a new version of its award-winning co-browse offering that is rebranded as Synetry CoBrowse, and Synetry Chat+, a new text-chat interaction channel targeted at the business-to-consumer (B-to-C) marketplace. Leveraging the architectural benefits of the Synetry platform, Synetry Chat+ is directed at high-end businesses, such as financial services, for which superior personalized customer service is a requirement. Tightly integrated with Hipbone`s co-browse offering, Synetry Chat+ enables live, highly personalized Web interaction with productivity features that include pre-defined agent responses that can be linked directly with URLs for immediate Internet navigation and co-browse capability. In addition, Synetry Chat+ also leverages the Synetry platform hallmark features: unparalleled session and data security, configurable business rules that provide field or button-level control over transactions conducted using customer-agent collaboration and full auditability of all transactions.

"Our award-winning flagship co-browse product and call-back offerings were tailored for the needs of the business-to-business segment of the e-commerce industry," said Michael Sayer, president and CEO of Hipbone. "With the introduction of Synetry Chat+, we are now better equipped to service the business-to-consumer market as well, especially the retail financial services and hospitality sectors. As businesses continue to rapidly migrate customers to the web and the complexity of online catalogs and product configuration has increased, the conversion of traditional call centers to web-enabled contact centers has risen dramatically. In addition, the inadequacy of first generation web interaction products, particularly chat and URL page pushing, has become a limiting factor for companies seeking to deliver superior service to more sophisticated mainstream web users."

Synetry is particularly well suited for companies with a strong customer focus that recognize the value of superior customer service in building profitability and maintaining a competitive advantage. Even as companies curtail their overall spending in response to an uncertain economy, surveys show that most firms are continuing to make contact center-related expenditures a top priority. Synetry, which enables customers to receive live help immediately, helps companies improve customer satisfaction and customer retention. These objectives become especially critical for high-touch products that are purchased infrequently, such as when every customer?s purchase interaction represents potentially hundreds or thousands of dollars in revenue.

Both Synetry CoBrowse and Synetry Chat+ are available for immediate deployment under either an ASP or on-premises license models

About Hipbone

Incorporated in 1998, Hipbone is a leading provider of real-time customer interaction software for online sales and support. Hipbone`s Synetry suite of products enables contact centers to offer immediate assistance to online prospects and customers that more closely resembles an in-store in-person experience by enabling customers and agents to concurrently view shared Web page images while simultaneously communicating using either telephony call-back or text-chat. Synetry increases customer satisfaction and loyalty throughout the entire online purchasing experience by improving an agent`s ability to resolve an issue or secure an order in a single call.

Companies such as NCR Corporation, British Telecom, Oracle, Sigma Aldrich and ChemConnect look to Hipbone for advanced and secure co-browsing solutions to provide superior service to their online customers. Hipbone is the recipient of several industry awards, including the 2001 Frost & Sullivan Market Engineering Entrepreneurial Company Award for the Call Center Marketplace. Hipbone is Siemens Ready(tm) certified and holds Sun Microsystems` SunTone(sm) certification for demonstrated Quality of Service and Best Practices for outsourced applications.

Hipbone is a privately held corporation headquartered in San Carlos, Calif., with European sales operations in Chertsey, U.K. For more information on Hipbone, visit the company`s website at www.hipbone.com.

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Anne McVey
Hipbone, Inc.
Phone: 650-598-4966
Fax: 650-802-5272

Andrea Mace
Satori Communications, Inc.
Phone: 408-260-1717
Fax: 408-260-1773

Note: Hipbone is a registered trademark of Hipbone, Inc. Synetry is a trademark of Hipbone, Inc. All other trademarks and registered trademarks previously cited are property of their respective owners.


business finance, Consumer behaviour, Customer retention, customer satisfaction, Technology Internet