SoundBite Communications Announces the Availability of SoundBite Engage Platform for Multi-Channel Proactive Customer Communications

New mobile messaging features available on SoundBite Engage enable proactive communications and innovative contact center solutions

Bedford, Mass., December 8, 2009 – SoundBite Communications, Inc. (NASDAQ: SDBT), a leading provider of on-demand, multi-channel proactive customer communications, today announced the availability of a new release of SoundBite Engage, its intelligent, multi-channel communications platform. Organizations worldwide rely on SoundBite Engage, and SoundBite’s professional services team, to design, execute and continually measure and optimize their communications strategies to generate revenue, increase customer satisfaction, and reduce operating costs.  The Q4 2009 release adds unique features that enable automated and agent-assisted interactive customer communications over the text messaging channel.  These features enhance many existing SoundBite solutions and enable new solutions previously unavailable in the market, including SoundBite’s Contact Center Text Messaging Solution, also announced on December 8, 2009. 

Consumers’ growing preferences for text messaging and their adoption of mobile devices present both opportunities and challenges for organizations with a need to communicate relevant and timely information to their customers.  SoundBite Engage enables organizations to respond quickly to these trends and communicate with today’s mobile consumers over a variety of communications channels.  New text messaging features on SoundBite Engage enable an intelligent, interactive text messaging dialog with consumers:

• SoundBite Dialog Engine:  Using enhanced keyword search functionality, the Dialog Engine supports fully-automated, interactive text messaging conversations that implement custom business logic.  Messages are relevant and personalized to the mobile recipient.  The Dialog Engine enables opt-in programs, alerts, self-service and automated issue resolution in real-time.  It can be used in a variety of mobile marketing, customer care, payment, and collections solutions.

• SoundBite Agent Text Portal: Depending on business rules and message content, some text messages should be handled by a customer support agent.  The Agent Text Portal allows agents to log in and view message history and interact with customers in real-time via a web user interface.  Agents can engage in multiple text conversations simultaneously using predefined or free-form messages. SoundBite Engage can seamlessly transition between a fully-automated and agent-assisted text messaging dialog. Supervisors can monitor agent activity as well as the overall campaign status.

“SoundBite’s multi-channel communications platform is representative of the next evolutionary step in how organizations will communicate with their customers,” said Daniel Hong, Lead Analyst of Customer Interaction at Ovum.  “For the first time, organizations can provide an intelligent, interactive customer experience via text messaging on various levels from tailored automation and agent interaction. The compounded benefits of these technologies in conjunction with other multi-channel communications are very compelling.”

“The Q4 2009 release of SoundBite Engage represents the vanguard for proactive customer communications,” said Jim Milton, President and Chief Executive Officer of SoundBite Communications.  “Our on-demand, multi-channel communications platform ushers in a new frontier in customer communications and enables organizations to create more meaningful customer conversations using any combination of voice, text and email.” 

Availability
The Q4 2009 release of the SoundBite Engage Platform is available today.  To learn more about SoundBite Engage visit soundbite.com/platform.

About SoundBite Communications
SoundBite Communications is a leading provider of on-demand, multi-channel proactive customer communications solutions designed to transform the way organizations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Clients can leverage SoundBite’s Proactive Customer Communications Offering and expertise in designing, executing and optimizing communications strategies to engage in relevant customer interactions that deliver long-term business value. Visit SoundBite.com for more information.

SoundBite is a registered service mark, and SoundBite Engage, SoundBite Dialog Engine and SoundBite Agent Text Portal are service marks, of SoundBite Communications, Inc.