Golden 1 credit union online

Business Editors and Technology Writers

WALTHAM, Mass.--(BUSINESS WIRE)--Sept. 4, 2001

Firepond (Nasdaq:FIRE), a leading provider of guided selling and online customer assistance solutions, today announced that Golden 1 Credit Union, the fifth largest credit union in the U.S., is a new customer of its eServicePerformer(TM) solution.

Golden 1 will use Firepond's online customer assistance solution to read incoming email messages, rate their importance, route them to the most appropriate channel, where a personalized response will be generated and either sent back directly to the customer or to a customer service agent for approval before dispatching.

Firepond's eServicePerformer(TM) Answer turns email into a low cost service channel by answering common email questions quickly and efficiently, any time day or night. The system personalizes responses by accessing customer history, looking up and inserting customer data or order details automatically. This both increases customer understanding by tracking all interactions and prevents lost requests.

The eServicePerformer Answer system is currently being implemented and is expected to be available for customer use on the Golden 1 Web site by the end of the year.

About Golden One Credit Union

Founded by a group of California state employees in 1933, The Golden 1 Credit Union is a membership financial cooperative which is owned by its members. In keeping with the credit union philosophy of People Helping People, The Golden 1 offers its members a wide range of low-cost consumer financial products and high quality service. To ensure top quality member service, The Golden 1 currently has 59 offices and over 240 ATMs throughout California.

With over $3.4 billion in assets and over 434,000 members, The Golden 1 Credit Union is the fifth largest credit union in the U.S. and the largest credit union in California. The Golden 1 consistently receives a superior rating by IDC Financial Publishing, Inc. and a five-star rating from Bauer Financial Reports, Inc.

About Firepond

Headquartered in Waltham, Mass., Firepond (Nasdaq:FIRE) is a leading provider of comprehensive selling and customer service solutions that help companies more profitably acquire and retain customers. Firepond's product lines leverage proven intelligence engines and patented automation technology to drive new revenue streams, increase profitability, and manage customer interactions across all channels and throughout the sales and service cycle.

Firepond's SalesPerformer(TM) suite of guided selling software products help companies improve their sales performance across all selling channels, with products for Web selling, field sales, channel sales, sales configuration, and sales administration. The eServicePerfomer(TM) suite delivers superior online service experiences at every eCustomer touchpoint, with Web, email and live assistance products.

Firepond's global customers include ABB, AT&T Wireless, Compaq, Continental Airlines, Empire Blue Cross Blue Shield, Hitachi Construction Machinery, Honda of Japan, KLA-Tencor and Sikorsky Aircraft Company.

Portions of this release contain forward-looking statements regarding future events and are subject to risks and uncertainties. We wish to caution you that there are some factors that could cause actual results to differ materially from the results indicated by such statements. These factors include, but are not limited to: difficulties with the implementation and integration of Firepond products, difficulties and financial burdens associated with acquisitions, our ability to attract and retain qualified personnel, quarterly fluctuations in operating results attributable to the timing and amount of orders for our products and services, market acceptance of our Firepond SalesPerformer Suite and Firepond eServicePerformer Suite its components in chosen vertical industries, our ability to keep pace with changing product requirements, factors affecting the demand for ebusiness sales and marketing solutions, and other risks detailed in our filings with the Securities and Exchange Commission, copies of which may be accessed through the SEC's website at.

Firepond and Firepond product names are trademarks of Firepond, Inc. All other product or company names are the properties of their respective owners.