Exelon

TeleSpectrum Worldwide Inc. Monday announced that it will be opening a new 97-seat customer interaction center in King of Prussia, PA, in mid-December. The new facility is in part a result of Exelon Energy's renewed contract with TeleSpectrum and the Company's commitment to provide world-class customer care service for its customer base. Exelon Energy is among the first of TeleSpectrum's clients to take advantage of its new branded interactive multi-channel customer relationship management platform: ChannelCare.com.

"It is Exelon Energy's goal to provide superior service and real value to our customers and to continue to address changing customer needs," said Jerry Rhodes, president, Exelon Energy. "After conducting a rigorous selection process, we selected TeleSpectrum because the advanced technology of their ChannelCare.com platform offers our customers multiple channels of communication, including e-mail, web, web telephony, phone and fax, that will be convenient for their busy lifestyles."

ChannelCare.com incorporates technology from two of the world's leading providers of call center technology: Genesys Labs and Siebel Systems. Genesys' computer telephony integration (CTI) and Internet suite along with Siebel's web-based front office software provide TeleSpectrum with a powerful e-business platform that delivers online sales and customer service, e-mail, collaborative browsing, web chat, web telephony and fax capabilities as well as blended agent capabilities for inbound and outbound calling. The platform offers Exelon Energy's customers multiple channels for communicating with TeleSpectrum ChannelCare.com agents, including web, fax and traditional phone. In addition, the solution allows call center agents to instantly identify the caller, quickly obtain a complete customer profile to resolve the customer's sales or service need, and access historical information.

Keith E. Alessi, TeleSpectrum's president and chief executive officer, said, "Educating, acquiring and retaining customers is a challenging task in this age of utility deregulation. TeleSpectrum is very excited that Exelon Energy selected ChannelCare.com as the technology platform that will support the customer lifecycle as we head into the next millennium."

TeleSpectrum's King of Prussia facility will manage all Exelon Energy customer interactions in real time or with a swift response. TeleSpectrum's staff answers 90% of incoming calls within 30 seconds. Regardless of the communication channel, the customer interaction can be routed to the appropriate agent through intelligent multi-media routing to ensure that every customer communication is handled by the most appropriate agent depending on skill, availability, workload and service level agreements.

TeleSpectrum will also handle the residential and small business markets' inbound customer care functions for Exelon Energy's web site, servicing customers Monday through Friday, 7 AM - 9 PM EST, and 8:30 AM - 5:30 PM on Saturdays. All customer care inquiries will be forwarded to TeleSpectrum, either via e-mail or telephone. TeleSpectrum's ChannelCare.com will handle a variety of customer interactions regarding: signup status, service cancellations, billing questions, navigation assistance through the web site, general customer service to online shoppers, general customer inquiries, acquisition and retention campaigns.

To staff this facility, TeleSpectrum is undergoing a rigorous hiring process that will secure best-in-class ChannelCare.com agents with excellent verbal, writing, e-mail and web site navigation skills as well as knowledge of the utility industry.

The 13,460 square foot customer interaction center is located at 1101 West Eighth Avenue in King of Prussia, PA, near TeleSpectrum's headquarters.

Exelon Energy, a PECO Energy enterprise, offers competitively-priced energy to residents and businesses in several Northeast states. Locally, Exelon Energy is one of the largest non-utility electric suppliers in Pennsylvania and is rated world class in customer service. Based just outside of Philadelphia, Exelon Energy has additional offices in Pittsburgh, Boston and Mt. Laurel, N.J. For more information, visit the Exelon web site at www.exeloncorp.com.

Headquartered in King of Prussia, Pa., TeleSpectrum Worldwide Inc. is a provider of multi-channel customer relationship management solutions, customer acquisition, retention and care programs, interactive voice response promotions, customer satisfaction measurement and call center management. TeleSpectrum provides these services to Fortune 1000 companies in a wide range of industries, including financial services, telecommunications, technology, insurance, utilities, healthcare/pharmaceutical, and government. The Company presently operates approximately 6,000 workstations in 30 call centers, and employs approximately 11,000 people in the United States, Canada and United Kingdom. FMI: www.telespectrum.com.

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