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Banter and RBC Financial Group to present “Evolution through Automation: Smarter Online Banking in the Contact Center” at BAI’s SmartTactics Conference

SAN FRANCISCO (March 26, 2003) – Banter founder and CEO Yori Nelken and RBC
Financial Group (TSX, NYSE: RY) senior vice-president Wendy Wynn will
deliver a joint presentation on how contact centers can efficiently cut
costs while improving productivity at BAI's SmartTactics Conference for Call
Center Delivery on Tuesday, April 1, at 3:45 p.m. at the Las Vegas Hilton,
Ballroom D.

The conference will address the call center as a pivotal component of
customer relationship management, providing sessions to identify issues and
build capabilities for attendees involved in call center management and
retail banking management.

The presentation, “Evolution through Automation: Smarter Online Banking in
the Contact Center,” will highlight how Banter’s intelligent CRM solutions
enable call centers to significantly reduce cost, improve customer service
and provide management insight in dealing with growing volumes of customer
communication across multiple channels, such as email, Web forms, Web
self-service and call center agent assistance.

Banter’s Yori Nelken and RBC’s Wendy Wynn will cover such topics as:
· Finding the right, intelligent automated solution to effectively answer
customers’ needs;
· Learning about integration challenges and successes; and
· Achieving the optimum ROI by reducing costs, increasing productivity and
achieving higher customer satisfaction within the banking contact center.

With more than 80 percent of the industry’s call center and CRM sales force
offering Banter or a solution using Banter technology, Banter is the
overwhelming market leader in providing intelligent email management
technology for call centers and CRM implementations.

RBC Financial Group, a Banter customer, is Canada's largest financial
institution as measured by market capitalization and assets, and one of
North America's leading diversified financial services companies.

About Banter
Banter Inc. provides technology that understands people. Powered by a
patented, real-time adaptive software engine, Banter's solutions address
critical needs in managing information flows and customer relationships,
including applications for email, online self-help, content management and
business process automation. Based in San Francisco, Banter is backed by
FTVentures, Mayfield Fund, RBC Financial Group and others. Banter's
customers include such global entities as ABN AMRO America, VeriSign and
Wells Fargo Bank. In addition, Banter partners with software leaders Siebel,
KANA, Remedy, Avaya and others. For more information about how Banter can
help your business, please visit the company's website at
http://www.banter.com or call toll free 1-877-992-2683.

About RBC Financial Group
Royal Bank of Canada (TSX, NYSE: RY) uses the initials RBC as a prefix for
its businesses and operating subsidiaries, which operate under the master
brand name of RBC Financial Group. Royal Bank of Canada is Canada's largest
financial institution as measured by market capitalization and assets, and
is one of North America's leading diversified financial services companies.
It provides personal and commercial banking, wealth management services,
insurance, corporate and investment banking, and transaction processing
services on a global basis. The company employs 60,000 people who serve more
than 12 million personal, business and public sector clients through offices
in North America and some 30 countries around the world. For more
information, please visit www.rbc.com.


 
Editorial Contact:
Keith Kamisugi
(for Banter)
415-876-0589
keith@banterpr.com
 
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