Cross Country Automotive Services Introduces Closed Loop Technology

  InterVoice-Brite's OneVoice(R) Platform Follows Up with Stranded Drivers,
              Helping Eliminate Motorist's Fears of Abandonment
                      While Waiting for Roadside Service

    DALLAS and BOSTON, May 14 Cross Country Automotive
Services (CCAS) today introduced its Closed Loop Technology, which has been
incorporated as a core element of the company's Roadside Assistance Program.
Powered by InterVoice-Brite's OneVoice - a call automation
platform with text-to-speech technology -- CCAS' dispatch system now
automatically follows up with drivers requesting roadside assistance to let
them know that help is on the way, as well as ensure that a tow truck,
locksmith or mechanic has arrived as promised.

    The Closed Loop Technology is yet another customer relationship management
(CRM) tool CCAS offers its clients -- which include: American Honda Motor Co.,
Inc.; BMW of North America, Inc.; DaimlerChrysler Corporation and Farmers
Insurance Group, among others -- to ensure that their customers receive the
best roadside assistance service available, and that they are kept informed
while waiting for a tow truck, locksmith or mechanic after contacting CCAS'
Roadside Assistance Contact Center.

    "When a Farmers driver needs roadside assistance, it is imperative that he
or she be made confident that help will arrive on schedule and as promised,"
says George Bahls, Home Office Claims Manager -- Vendor Management at Farmers
Insurance Group.

    "It's because of technological innovations such as the Closed Loop
Technology that we've contracted our roadside assistance to CCAS for more than
7 years."

    After receiving a roadside assistance request and dispatching service,
CCAS' Closed Loop Technology uses InterVoice-Brite's text-to-speech software
to retrieve information from the CCAS dispatch database and interpret the
roadside assistance service provider's name and estimated time of arrival
(ETA).  The OneVoice platform then automatically calls the motorist with the
information, and reads the information following a scripted message that is
consistent with the CCAS client's branding strategy.  Once the ETA has lapsed,
InterVoice-Brite's system contacts the driver one more time to ask whether or
not service was received.  If a tow truck or other service is late, or if the
driver needs further assistance, drivers can use touchtone or voice commands
to transfer to a CCAS customer service associate.  All ETA data collected by
the Closed Loop Technology is then incorporated into the Argosi.net's(SM)
Service Performance Center, a feature on CCAS' online business portal that
evaluates roadside assistance providers' ability to meet prescribed customer
service objectives.

    "Cross Country's Closed Loop Technology is just one more way that we're
instilling clients' confidence in our roadside assistance programs by making
sure their customers receive the best service possible," said Michael A.
Saxton, CCAS's President and CEO.  "CCAS is only just beginning to utilize
InterVoice-Brite's call automation technologies into our systems; there is
more to come.  As we have done for nearly 30 years through our roadside and
telematics CRM offerings, CCAS will continue to develop and implement
technologies that strengthen our clients' relationships with their customers."

    "There's nothing worse than waiting for a tow truck and wondering if it
will ever arrive, and CCAS' Closed Loop Technology is the perfect use of our
OneVoice system," said Bob Ritchey, President of iVB Enterprise Solutions.  "I
believe this service is what motorists have been waiting for.  They won't have
to worry anymore because the automated system will call them back to make sure
help has arrived. When you're stuck on the side of the road, it can't get any
better than that."