Suncoast schools federal credit union

Business Editors/High-Tech Writers

PHOENIX--(BUSINESS WIRE)--March 9, 2004

Suncoast Schools Federal Credit Union to Implement Vista

Business Solution Modules and CTI

Syntellect Inc., a division of Enghouse Systems Limited (TSX: ESL) and a global leader in self-service software solutions, today announced that it has been selected to provide Suncoast Schools Federal Credit Union with a fully speech-enabled member services solution. This 192-port solution, powered by Syntellect's VoiceTalk Business Solution Module, will incorporate a wide range of account self-service capabilities, such as balance inquiry, transaction verification, and funds transfer. Additional Business Solutions Modules will enable name and address change functionality and a location finder. Suncoast also elected to implement Syntellect's VistaConnect module, which expands self-service outside the call center by letting members and employees who dial phone numbers enabled with this functionality to connect to the person or department they wish to talk to simply by speaking their name. Suncoast is the ninth largest credit union in the United States, serving fourteen counties along the West Coast of Florida.

By fully embracing speech recognition, Suncoast - which plans to increase both the number and type of transactions that are handled via self-service rather than through a contact center agent - is expected to improve member service and increase efficiency, which provides additional value to the membership.

"Our old IVR system needed to be replaced," said Kevin Johnson, senior vice president, information technology, Suncoast Schools Federal Credit Union. "We initially planned to implement a touchtone solution; however, our vendor selection process helped us see the power of speech recognition in terms of its ability to both improve the member experience and increase efficiency. After a rigorous review of potential vendors, we chose Syntellect-not only because of its open standards technology, but because the Vista Business Solution Modules addressed our concerns around the complexity of implementing a speech-enabled solution."

"Suncoast is one of the largest credit unions in the country, serving well over 300,000 members, and we are pleased to be working with them on this important initiative," said Steve Dodenhoff, president, Syntellect. "Speech-enabled self-service can have a tremendous, positive impact on the caller experience as well as on the business. Our Vista Business Solution Modules encapsulate, in a readily installed and easily customizable format, best practices we have accumulated over years of implementing self-service solutions for financial institutions. We are excited about helping to bring the power of speech not only to Suncoast's member services center, but to the entire Suncoast enterprise."

About Syntellect Inc.

Syntellect, a division of Enghouse Systems Limited (TSX: ESL), offers a complete suite of speech-enabled self-service, CTI, and live agent assistance technology to enable best practices in call center customer management. Founded in 1984, Syntellect has over 7,000 implementations in 55 countries and a large portfolio of complex speech deployments in the financial service, utilities, healthcare, government, and consumer products industries. Syntellect's open standard, next generation technologies, Vista and Interchange, provide total flexibility to meet the diverse needs of enterprises. For more information, call us in the US at 1.800.788.9733 or in the UK on +44 (0) 1628 897 500 and say "Syntellect," or visit us on the web at www.syntellect.com.