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Bank of Ireland subsidiary deploy FINEOS Banking Front Office(tm) to support all channels of customer sales and service

Dublin/London, 18th March 2004. FINEOS Corporation, the leading innovator of banking and insurance software, has announced that Bristol & West Financial Services is to implement its enterprise-wide Customer Relationship Management (CRM) and Business Process Automation product solution, FINEOS Banking Front Office(tm). Bristol & West, part of Bank of Ireland's UK Financial Services division, is deploying the recently released thin-client version 4.0 of the FINEOS Banking solution as part of a major project to manage and support all channels of customer sales.

The FINEOS implementation is part of a major programme that Bristol & West is undertaking to support a range of strategic initiatives and is due to go live in May 2004. The FINEOS solution will be implemented across all of the bank's distribution channels, including their branch network, contact centre, mobile sales force, and the Internet.

With the FINEOS Banking Front Office solution in place, Bristol & West service personnel will have integrated sales lead management, distribution and service follow-up for all inbound and outbound customer engagements. Each instance of customer interaction will be recorded in a structured fashion, while additional campaign management functionality will enable the bank to identify customer needs and promote appropriate solutions across their 1.2 million strong customer base.

Incorporating an integrated business process management engine, the FINEOS solution will help to intelligently trigger sales leads at the point of customer contact and route ensuing appointments and diary arrangements as
appropriate. Other key benefits include more accurate and timely management information, better-satisfied customers and staff, and easier maintenance of best practices.

David Williams, Head of Marketing at Bristol & West, said: "Improving services for customers is one of our top priorities, and a key enabler in making this happen is a world class Customer Contact Management system. We have made a significant investment in the FINEOS system to help us gain a better understanding of how customers buy our services. This will enable us to drive sales force efficiency through relevant and timely contact and deliver the overall customer experience."

Michael Kelly, CEO, FINEOS, said: "As a vendor, we have to demonstrate that our products can help banks increase revenues and streamline their operations to give a strong return on investment. Bristol & West represents another clear endorsement for FINEOS and re-confirms our position as a leading supplier to the UK banking sector."