HBOS Select SIMUL8 Process Manager to Drive Change and Improvement in Their UK Contact Centres

GLASGOW, Scotland, June 29 /PRNewswire/ --     SIMUL8 Corporation, the market leading provider of contact centre
simulation solutions, has today announced that HBOS has selected SIMUL8
Process Manager to develop a solution to test potential operational and
strategic business process changes within their UK customer contact centres.

As the UK's largest mortgage and savings provider, HBOS has
nine retail telephony contact centres, handling in the region of 230,000
calls per day, by around 6,000 call handlers. HBOS recognises the need to use
SIMUL8 Process Manager to explore how changes in call demand, resource
availability, skill groups and call handling, will impact on service levels.

SIMUL8 Process Manager is an advanced contact centre
simulation solution, comprising of a simulation interface tailored
specifically for HBOS requirements, built upon the world's leading simulation
engine. The final solution will empower HBOS contact centre planning teams to
undertake extensive 'what-if' analysis and examine the resultant impact of
these changes on service levels.

Focussing initially on testing call blending and customer
prioritisation rules to measure the impact of change on front office service
levels, future plans include examining how these changes also affect back
office service levels.

HBOS will use Process Manager to maximise staff retention,
ensuring call handling is spread across skill types, testing potential
changes to call routing to ensure calls to multi skilled staff are routed
appropriately and that planning teams have the ability to examine the impact
of flexible shift patterns.

Colin Williamson, Director of Business Development, SIMUL8 Corporation
said, "It is vital for HBOS to be responsive to changes in their dynamic
contact centre environment. We are pleased to work with HBOS and use Process
Manager to develop a solution capable of supporting them in understanding the
impact of potential change and driving improvement in their contact centres".

Jawn MacDonald, Project Delivery, HBOS plc added, "Customer and colleague
satisfaction is critical at HBOS and we strive to understand how changes can
impact on these groups. The ability to implement changes within a simulation
model which specifically mirrors our operating environment is essential. It
allows us a risk free way to predict the impact of change and also allows us
to find areas to make further improvements to our performance. SIMUL8 Process
Manager was able to clearly demonstrate how it could support us in achieving
these goals".

Notes to Editors:

About SIMUL8

SIMUL8 Corporation specialises in the development,
implementation and support of powerful contact centre simulation solutions,
to help identify and test the benefit of strategic and operational change,
prior to implementation in practice.

About HBOS

HBOS is the UK's largest mortgage and savings provider and the
number one provider of new investment products. HBOS Retail Contact Centres
lie right at the heart of the business. All based in the UK, they have over
6000 staff handling millions of calls into the business every month.

Contact:
    
    Lorraine Brown
    SIMUL8 Corporation
    Tel: +44-870-850-8886
    Email: lorraine.b@SIMUL8.com
    Web: www.SIMUL8.com/PM