eCustomer Relationship Management Takes Center Stage at Accenture's Financial Ideas Exchange

Firm Unveils "Hands-on" Workshop As a Model For Delivering Rapid Business Results Through Web-enhanced Customer Interactions

NEW YORK, February 2, 2000 - To help senior financial services executives build profitable, consumer-driven organizations, Accenture is unveiling a next- generation customer relationship management workshop at its New York City-based Financial Ideas Exchange.

The centerpiece of this workshop, a newly developed eCustomer Interaction Center capability demonstration, illustrates how to create exceptional customer value by seamlessly integrating the Web and traditional channels. This demo allows executives to follow a customer through different life stages and varying financial needs. Executives will experience an environment that integrates inbound and outbound marketing, sales and service capabilities at the point of customer contact -- across a variety of channels including the internet, the telephone, email, and wireless devices.

"eCommerce is dramatically and rapidly changing the nature of financial services, including customer requirements and expectations, accelerating the need for strategic customer relationship management solutions," notes Tom Tynan, Accenture Financial Services partner. "Our vision for customer relationship management is based on enabling consumers to interact with financial services organizations when and how they want - which will increasingly occur across multiple channels and traditional industry boundaries.

"We also demonstrate how companies can leverage technology to make every encounter more valuable for both parties by leveraging specific customer information and insight."

The eCustomer Interaction Center demo provides insight and direction to firms seeking revenue growth while they cope with more demanding consumers and increasing infrastructure and technology costs. Whether for established players seeking to reinvigorate legacy call centers, or for dot-com organizations building greenfield customer-acquisition operations, it lays out a "clicks and mortar" model that encompasses both traditional channels, including branch offices and call centers, and the Internet.

The demo showcases a number of leading-edge customer relationship management vendors, who are co-participants at the Financial Ideas Exchange. These include: S1 Corporation, Chordiant, Kana, and Vignette Corporation. Future versions of the demo will feature solution components from other co-participants, such as Calico Commerce, Inc., Prime Response, E.piphany, and Siebel Systems.

To create a comprehensive approach to customer relationship management, the eCustomer Interaction Center addresses issues of strategy, business processes, human performance and technology, noted Tynan. "For instance, today’s customer-service representatives will require a new level of skills as they shift from simply handling inquiries and transactions on a reactive basis to proactively engaging consumers with financial advice and consulting. At the same time, processes must be redesigned and new information technology applied to support this new role."

Uniting leading-edge thinking and technology on industry issues, the eCustomer Interaction Center is the newest addition to the firm’s Financial Ideas Exchange. The five-year-old Financial Ideas Exchange is a state-of-the- art workshop facility and business solutions showcase where senior executives in the financial services industry can explore the ways and means of transforming their organizations for increased competitiveness and success. The Financial Ideas Exchange continuously reinvents itself to offer new perspectives and approaches to support executives in their fast-changing industries.

The firm works with a number of co-participating technology vendors to create its showcase for leading- edge customer relationship management at the Financial Ideas Exchange. Vendors include:

About S1 Corporation
S1 (Nasdaq:SONE), the pioneer of Internet banking, is today’s leading global provider of innovative Internet- based financial services solutions. S1 offers a broad range of applications that empower financial organizations to increase revenue, strengthen customer relationships and gain competitive advantage by meeting the evolving needs of their customers across various lines of business, market segments and delivery channels. Through its professional services organization, S1’s applications can be implemented in- house or outsourced to the S1 Data Center. Additional information about S1 is available at

About Chordiant Software
Chordiant delivers an integrated, multi-channel eBusiness customer solution. Its flagship product, Chordiant Customer Communications Solution - CCS, is a suite of applications that enables large consumer companies to implement best business practices over the Web, via email, through call centers, or in branches. It includes built-in support for voice, data and Internet integration, as well as a comprehensive workflow engine. Chordiant CCS empowers high-value contacts that consistently retain customers, grow revenue and drive profits during every contact. The Chordiant system has been selected by several of the world’s leading consumer companies, including Bank One, First USA, Metropolitan Life, Thomas Cook Global Services, KLM, and Cable & Wireless. Headquartered in Cupertino, California, Chordiant maintains regional offices in Chicago, Dallas, New York and London. For more information, please call 1.888.CHORDIANT (1.888.246.7342), or +44 207 382 5000 or visit the company’s Web site at

About Kana Communications, Inc.
Kana Communications, Inc. (NASDAQ:KANA) is a leading provider of comprehensive online customer communications solutions for marketing, sales and service. These mission critical applications support multiple channels of online contact including outbound and inbound e-mail, web based customer self-service, real-time messaging and voice over the Internet. The company has more than 350 customers, including more than ten of the top twenty most visited sites on the Internet. Kana is based in Redwood City, California, with offices worldwide. For more information about the company, please visit Kana’s web site at or call Jason Cigarran at 650.298.9282 ext. 8873.

About Vignette Corporation
Vignette Corporation (NASDAQ: VIGN) is the leading supplier of e-business applications for building online businesses. Vignette enables Internet businesses to reach more prospects, attract and retain new customers, increase overall customer satisfaction and raise the total purchase per visit. Vignette powers more than 400 of the leading and Fortune 500 e-businesses, including AT&T, BMW, CBS Broadcasting, c/net, Daimler/Chrysler, Drug Emporium, FedEx Simon & Schuster, Sprint, Tandy Corporation, United Airlines and Waste Management. Vignette e-business applications transparently automate the customer’s side of the interaction, taking away all the anxiety and work involved in being a customer. Headquartered in Austin, Texas, Vignette Corporation has offices located throughout Europe and in Australia and can be found on the Web at

About Calico Commerce, Inc.
Calico Commerce, Inc., headquartered in San Jose, Calif. and with offices throughout the United States and Europe, provides leading corporations with the enabling sell-side eCommerce software that enables direct sales and trading exchanges over the Internet. Calico eSales is a customer-focused electronic commerce solution that matches unique customer needs to business initiatives across all channels while allowing customers to leverage their existing systems to get the most from their suppliers and buyers. Calico eSales can be deployed across the Internet, intranets, extranets and corporate networks and can be accessed through desktop and mobile computers and retail kiosks. Calico has helped net market makers and leading high-technology hardware, manufacturing, telecommunications services, financial services and retail corporations expand their selling opportunities, accelerate time to market and increase ROI and market share. Calico Commerce, Inc. can be found on the World Wide Web at

About Prime Response
Prime Response is consistently recognized as a leading Marketing Automation visionary in the fast-growing Customer Relationship Management (CRM) industry. The Company’s product--a pioneering e- marketing solution within the CRM space--is a Web-based, multi-channel marketing automation solution that integrates Internet channels, such as e-mail and Web, with traditional marketing channels, such as direct mail, call centers, direct sales systems, and mass market advertising. is an enterprise- class "front office" software suite for use by leading organizations to create relevant, highly targeted, measurable marketing campaigns that incrementally build more loyal and profitable customer relationships. Prime Response is located in Cambridge, MA (corporate headquarters), London (international headquarters), Antwerp, Chicago, Denver, Frankfurt, Melbourne, Minneapolis, Munich, Paris, and San Francisco. More information is available at or +1 617 876-8300.

About E.piphany
E.piphany, Inc. is a provider of web-based software solutions that enable companies to Get, Keep and Grow customer relationships. The E.piphany E.4 system is an integrated suite of software solutions that allow businesses to collect, analyze and act on customer data from existing software systems as well as third-party data providers. Business users throughout the company have the ability to continuously identify and differentiate customers, then customize and personalize products, services and interactions based on customers’ wants and needs. E.piphany, Inc. is headquartered in San Mateo, California.

About Siebel Systems
Siebel Systems, Inc. (Nasdaq: SEBL) is the world’s leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness application software enabling multi-channel sales, marketing and customer service systems to be deployed over the web, call centers, field, reseller channels, retail and dealer networks. Siebel Systems’ sales and service facilities are deployed locally in more than 26 countries. For more information, please visit our Web site at