eLoyalty Helps Independence Air Go Live With New Customer Service Center

eLoyalty Helps Independence Air Go Live With New Customer Service
Center
Teamed With eLoyalty, Independence Air Has Deployed a Multi-site Intelligent
Contact Routing & Management System to Provide Customer Service for its New
Airline Business 


LAKE FOREST, Ill., July 13  /PRNewswire-FirstCall/ -- eLoyalty Corporation
(NASDAQ:ELOY), a leading enterprise CRM services and solutions company, today
announced that it has helped low-fare airline Independence Air successfully
launch a new Converged Internet Protocol (IP) Customer Service Center, which
went live on May 19, 2004. The combination of Cisco's IP Contact Center (IPCC)
solution and the creation of business processes will position Independence Air
to provide superior customer service in the airline industry. The setup and
system integration of the IPCC solution takes advantage of call routing
capabilities to get contacts to the right center and agent based on expertise
and availability. The business processes and procedures were driven by first
defining the key operating metrics required for start up, then establishing
forecasting, scheduling, reporting, training, and testing with a focus on
customer satisfaction. This helped to ensure a successful launch and
organizational focus on high satisfaction of customers in their interaction
with this new airline as well as efficiency of operations.

Independence Air Chairman and CEO Kerry Skeen said, "Partnering with eLoyalty
has enabled us to meet our very aggressive launch timeline and get to the
business of taking customer calls and making reservations. The initial feedback
we are getting from our new customers has been quite positive, and we are
continuing to make improvements and to refine our call center program to create
even greater customer satisfaction."

eLoyalty started working with Independence Air parent company Atlantic Coast
Airlines Holdings, Inc. in January 2004, with the focus on implementing the
Cisco IPCC solution. During this implementation, the airline decided to
leverage eLoyalty's 15 years of contact center consulting to address the
operational needs of the new contact center. This additional work included
incorporating appropriate management and operating processes to enable the
smooth launch of a contact center capable of providing superior customer
service within the airline industry. eLoyalty, working very closely with the
Independence Air management team, completed the deployment of the integrated
system and contact center operation on-time and within budget.

About eLoyalty's Converged IP Contact Center Solutions

Building on the company's deep knowledge of contact center technologies,
infrastructure, and operations, eLoyalty has developed significant expertise in
Converged IP Contact Center Solutions. These engagements typically include:

  -- Developing the business case and migration strategy for IP Contact
     Center investments
  -- Reengineering customer interaction processes enabled by the IP Contact
     Center strategy
  -- Designing the IP Contact Center solution and architecture
  -- Implementing IP Contact Center hardware and software platforms
  -- Integrating these platforms into client's existing technology
     infrastructure
  -- Providing training and post implementation 24x7 support and monitoring
     of IP Contact Center Solutions via its Managed Services operations
  -- Tracking and analyzing on-going IP Contact Center Solution performance




The company believes it is well positioned to take advantage of the expected
growth in this market based on its relationship with Cisco Systems, Inc. (one
of the leading IP Contact Center technology providers), its proprietary
methodology, its deep technical and functional expertise, strong references,
and comprehensive Managed Services capabilities.

About eLoyalty Corporation

eLoyalty is a leading management consulting, systems integration, and managed
services company focused on optimizing customer interactions. With
professionals in offices throughout North America and Europe, eLoyalty's broad
range of enterprise Customer Relationship Management (CRM)-related services and
solutions include creating customer strategies; defining technical
architectures; selecting, implementing, and integrating best-of-breed CRM
software applications; and providing ongoing support for multivendor systems.
The combination of eLoyalty's methodologies and technical expertise enables
eLoyalty to deliver the tangible economic benefits of customer loyalty for its
Global 2000 and government clients. For more information about eLoyalty, visit
http://www.eloyalty.com/ or call 877-2ELOYAL.

About Independence Air

Independence Air is the low-fare airline that makes travel fast and easy for
its customers with a customer first attitude, innovative thinking, and a
willingness to challenge the status quo. Beginning on June 16th and continuing
throughout the summer, Independence Air is launching a schedule of low-fare
flights from Washington Dulles to 35 destinations up and down the East Coast
and to the Midwest. By summer's end, the airline will offer 300 daily
departures from Dulles, making it the largest low-fare hub in America. Parent
company Atlantic Coast Airlines, Inc. (NASDAQ:ACAI) is based in Dulles, Va. and
employs over 4,100 aviation professionals. Later this year, the company plans
to change its name to FLYi, Inc, and its ticker symbol to FLYI.

ASSUMPTIONS UNDERLYING FORWARD-LOOKING STATEMENTS AND FACTORS THAT MAY AFFECT
FUTURE RESULTS

This news release contains forward-looking statements, including references to
plans, strategies, objectives and anticipated future performance and other
statements not strictly historical in nature, which are based on current
management expectations, forecasts and assumptions. These forward- looking
statements are subject to risks and uncertainties that could cause actual
events or results to differ materially from those expressed or implied by the
forward-looking statements. Such risks, uncertainties and other factors that
might cause such a difference include, among others: the ability to attract new
clients and continuation of existing and new business from existing clients;
reliance on major clients and suppliers, increasing client concentration and
maintenance of good relations with key business partners; risks involving the
variability and predictability of the number, size, scope, cost and duration
of, and revenue from client engagements, including unanticipated deferrals or
cancellations of engagements due to changes in customers' requirements or
preferences for the company's services (because the company's business is
relationship based, substantially all of the company's customers retain the
right to defer or cancel the company's engagement, regardless of whether there
is a written contract); management of other risks associated with increasingly
complex client projects and new services offerings, including risks involving
collection of billed amounts, shifts from time and materials to alternative or
value-based pricing and variable employee utilization rates, project personnel
costs and project requirements; maintenance of the company's reputation and
financial strength to remain competitive; the company's ability to execute its
strategy of reducing costs, achieving benefits from cost reduction activities
and maintaining a lower cost structure; management of growth and expansion of
business with new services offerings and into new markets; continued access to
capital resources to meet eLoyalty's operating and financial needs;
implementation of appropriate infrastructure in a timely and cost-effective
manner; the ability to attract and retain highly skilled employees in a
competitive information technology labor market; demand for CRM services and
software generally and continuing intense competition in the information
technology services industry generally and particularly in the provision of CRM
services and software; the rapid pace of technological innovation in the
information technology services industry and the ongoing challenge of creating
innovative solutions that meet client expectations; risks associated with
eLoyalty's global operations; future legislative, regulatory or legal actions
affecting the information technology services industry or the protection of
eLoyalty's intellectual property rights; the uncertain extent of the current
economic recovery and its impact on eLoyalty's financial results; and other
general business, capital market and economic conditions and volatility. For
further information about these and other risks, see eLoyalty's recent SEC
filings, including, without limitation, its most recent annual report on Form
10-K and quarterly reports on Form 10-Q, as well as those identified under
"Risk Factors" in the Registration Statement on Form S-3 filed on September 24,
2002. 

DATASOURCE: eLoyalty Corporation



CONTACT:  Timothy Cunningham of eLoyalty Corporation, [phone],

 



Web site:  http://www.eloyalty.com/ 

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