SoundBite Communications Expands Compliance Suite With New Contact Controls

SoundBite Communications Expands Compliance Suite With New Contact Controls

Enhancement Lowers Contact Center Risk, Increases ROI, and Improves Customer
Experience

BEDFORD, Mass., May 1, 2013 (GLOBE NEWSWIRE) -- SoundBite Communications
(Nasdaq:SDBT) –Over one-third of all debt collection complaints filed with the
Federal Trade Commission (FTC) focus on so-called "repeat calls." With most
collections efforts requiring repeat outreach to the same contacts, it becomes
imperative that organizations strategically manage the number of outreach
attempts to debtors. As organizations contend with increasingly complex
compliance requirements and face steep penalties for non-compliance, SoundBite
Communications announces Contact Controls, which limits contact attempt
frequency by device across automated voice messaging, predictive dialing,
text, and email channels.

With SoundBite's Contact Controls, contact centers now have the ability to
define the maximum number of outreach attempts across and within channels, by
device, for a specified period of time.Controlling total contact attempts
across multiple communications channels is now possible for companies seeking
to: achieve higher overall standards for contact center compliance, tighten
costs associated with outreach, improve control over their collections
operations, and provide a better consumer experience.

Contact Controls enhances SoundBite's Compliance Suite for cross-channel
communications, enabling a deeper level of strategic control over contact
frequency.Intended to mitigate risk, Compliance Suite helps contact centers
prohibit numbers from being contacted and ensures agents adhere to client and
regulatory requirements.It also enables organizations to keep up with
consumer mobility and phone portability, manage consumer consent and profile
data, and control contact frequency.

SoundBite's compliance solution helps clients manage compliance and adapt
their strategies as new demands are imposed from various regulatory agencies
such as the Federal Trade Commission (FTC), Federal Communications Commission
(FCC) and Consumer Financial Protection Bureau (CFPB), and helps clients meet
Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act
(TCPA), Fair Credit Reporting Act (FCRA), Payment Card Industry Data Security
Standard (PCI DSS), Gramm–Leach–Bliley Act (GLBA) and Health Insurance
Portability and Accountability Act (HIPAA) requirements.

Client-defined Contact Controls settings allow organizations to:

  *Define total contact attempts across and within channels including voice
    (predictive dialer, manual dialer, automated voice messaging), text
    message dialogs, and email
  *Limit the number of contact attempts by device, including landline and
    mobile
  *Set the maximum number of voice messages that can be left on any device
  *Customize the specified timeframe for contact limits
  *Manage settings at the account and campaign levels

"SoundBite's Contact Controls offers a deeper level of compliance and
governance for contact centers, including those employing multi-channel
communications campaign strategies," said Tim Segall, chief technology officer
at SoundBite Communications. "Organizations seeking to reduce exposure to risk
and meet client and CFPB, FCC, and FTC rules will benefit greatly from this
enhancement.They can also expect to minimize the costs of excessive contact
re-queue attempts, increase campaign ROI, and improve customer experience by
avoiding contacting individuals too frequently—goals that are top of mind with
collections, customer care, and marketing organizations."

For more information about SoundBite's Compliance Suite, please visit
www.SoundBite.com/compliance.

About SoundBite Communications

SoundBite Communications is a customer experience management company with deep
expertise in delivering cloud-based mobile marketing, proactive customer care,
and collections/payments solutions.More than 450 global end-clients,
including nearly 50 Fortune 500 companies, leverage SoundBite's proactive
multi-channel communications and preference management platforms to power 2.5
billion personalized and compliant customer interactions annually across the
full consumer lifecycle.Visit SoundBite.com and follow SoundBite on Twitter
@SoundBiteComm for more information. SoundBite is a registered service mark of
SoundBite Communications, Inc.

CONTACT: IR & Media Contact:
        
         Lynn Ricci
         SoundBite Communications
         781-897-2696
         lricci@soundbite.com

SoundBite Communications