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Lucent Technologies CRM Solutions Team Wins SSPA Star Award Web-based Support Tools Help Team Earn Recognition

BASKING RIDGE, N.J.--Dec. 9, 1999-- Lucent Technologies (NYSE: LU - news) today announced it has been recognized by the Software Support Professionals Association (SSPA) with the organization's STAR Award. The STAR Award recognizes outstanding accomplishments and superior performance in the delivery of technical support to customers.

The SSPA honored Lucent's Customer Relationship Management (CRM) Solutions Group for its support of the company's Mosaix Predictive Dialing System(tm) customers.

Lucent, winner in the Automation Vendor Category, "demonstrated that its automation tools increase the productivity of its support center, enhance the ability of customers to reach qualified support staff, and provide its staff with readily accessible information about customers and products," according to SSPA.

"As a leading CRM vendor, our business is based on the idea that customer focus is a key driver for business growth," said Kim Mackay, executive general manager, Lucent Technologies Customer Relationship Management Solutions. "We are honored that the SSPA has recognized Lucent's efforts to provide the best possible care for our own customers."

The winning Lucent CRM Solutions group provides technical support for more than 600 business customers in 13 countries do. The group's latest innovation is the addition of Web-based customer support tools. The Web-based self-service system gives customers the choice of investigating and resolving support issues on their own in addition to working with technicians. The system's easy-to-use knowledge base grants customers on-line access to useful information including articles on trouble shooting, technical information, and best practices for call center applications.

A secure case tracking system enables customers to enter new support cases, query existing cases, and review at their case histories. The Web-based system also gives customers access to new product information, organizational updates and training-related data.

More than 25 percent of Lucent's predictive dialing system customers have activated online support accounts. Due to the system, the average time a case remains outstanding has been reduced by one full day. "We had a record-setting number of applications this year, reflecting that service excellence has become the key marketplace differentiator," said Bill Rose, SSPA founder and executive director. "We congratulate Lucent Technologies CRM Solutions for the strong resources and intelligence that drive its customer support operations."

Founded in 1989, SSPA represents over 6,000 service executives in over 500 member companies worldwide. SSPA gives software services and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive training and a variety of publications. For more information regarding the SSPA, log on to www.supportgate.com .

Lucent Technologies Customer Relationship Management Solutions comprise a broad array of systems, software and professional services that help companies deliver on their commitments to customers. They include multimedia customer care and computer telephony applications, customer relationship management software, predictive dialing solutions and interactive voice response products.

Lucent Technologies, headquartered in Murray Hill, N.J., designs, builds and delivers a wide range of public and private networks, communications systems and software, data networking systems, business telephone systems and microelectronics components. Bell Labs is the research and development arm for the company. For more information, visit its web site at www.lucent.com .

Editorial Contact:
Mitchel Montagna
Lucent Technologies Media Relations
908/953-5707
mmontagna@lucent.com

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