Bank Improves Collections Performance and Customer Experience
      by Reducing Customer Hold Times by 94 Percent and Call
                    Abandon Rates by 83 Percent

BEDFORD, Mass., March 3, 2010 (GLOBE NEWSWIRE) -- SoundBite
Communications, Inc. (Nasdaq:SDBT), a leading provider of on-demand,
multi-channel Proactive Customer Communications, announced today that
it has added Computer Telephony Integration (CTI) functionality for a
top issuing bank by integrating the bank's Genesys contact center
infrastructure with SoundBite's Engage Platform. As a result, the bank
has reduced customer hold times to three seconds and caller abandon
rates by 83 percent, and is now able to effectively manage call volumes
across multiple contact centers.

The bank relies on SoundBite automated voice messaging to proactively
contact customers who are past due on their credit card accounts. After
SoundBite confirms it has reached the right party, the customer is
given the option to make an automated payment through the bank's
self-service channel or speak to an agent to complete the transaction.
The bank turned to SoundBite for a solution flexible enough to
accommodate call fluctuations across multiple contact centers while
also delivering a consistent customer experience.

Before the integration, the bank found that customers who opted to
speak with an agent were left waiting on hold for an extended period of
time and as a result, nearly one-third of these customers would hang up
without ever speaking to an agent. The bank attributed the poor
customer experience to telephony inefficiencies due to managing
multiple contact centers and SoundBite's lack of visibility into
available resources at each contact center at the time of the call. As
a result, those customers who stayed on the line to speak to an agent
experienced a long pause while the account information was sent to the
agent.

CTI Connect Improves Collections Performance and Contact Center
Efficiencies

Using SoundBite Connect, a CTI module that leverages SoundBite's
fully-documented Web Services API, the bank integrated its Genesys
platform and calling strategies with SoundBite Engage, its on-demand
multi-channel communications platform. Each contact center now has
access to SoundBite CTI functionality including intelligent call
routing, agent screen pop support of customer data, and dynamic call
pacing which has resulted in the following improvements:


  --  Reduction in hold times by 94% and call abandon rates by 83%: Today,
      SoundBite provides real-time insight into agent availability and
      customer hold times.  Using this information it automatically adjusts
      the call pacing with the available agent resources and intelligently
      routes calls to another contact center location with greater capacity,
      if needed.
  --  Increase in right party conversations: With fewer customers hanging up
      while on hold, the bank has reduced the number of call attempts per
      customer. This allows the bank to call more customers and increases the
      potential number of right party conversations.
  --  Increase in contact center efficiency: Today, agents simultaneously
      receive a screen pop with the relevant customer information when the
      call is transferred. This provides agents with immediate access to the
      data required to work out a payment plan with the customer. And, with a
      94% reduction in hold time, the bank has reduced its telephony expenses
      and provided a positive customer experience.




"Quality customer service is becoming increasingly complex and
expensive for large global businesses that need to support
geographically-dispersed customers across multiple contact centers,"
said Tim Segall, Chief Technology Officer at SoundBite. "Using our
fully-documented Web Services API clients can access CTI functionality
to more effectively utilize their contact center resources and improve
customer satisfaction levels."

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 of SoundBite Communications,
Inc.

(SDBT-G)


CONTACT:  SoundBite Communications
          Marie Ruzzo
          +1.781.897.2632
          mruzzo@SoundBite.com

          Schwartz Communications
          Julie Goldman
          David McKee
          +1.781.684.0770
          SoundBite@schwartz-pr.com