Alcatel and Pivotal Form Strategic Business and Technology Alliance

Companies join forces to jointly target the contact center market in EMEA


Vancouver, BC, November 6, 2002 — Pivotal Corporation (Nasdaq: PVTL; TSE: PVT), the leading provider of customer relationship management (CRM) software for mid-sized enterprises, and Alcatel (Paris: CGEP.PA and NYSE: ALA) the leading provider of global communications technologies, today announced the signing of a strategic business and technology agreement to jointly target the mid-enterprise contact center market in the European, Middle East and African markets (EMEA). This alliance will include collaboration on sales, marketing, service and development initiatives. Under the terms of the agreement, Alcatel becomes a member of the Pivotal Solution Alliances Program and Pivotal becomes a member of the Alcatel Application Partner Program.

“Alcatel is a worldwide global communications leader with deep expertise in contact center technologies,” said John O’Hara, executive vice president, EMEA, Pivotal. “Together we are a compelling combination for mid-sized enterprises in EMEA because we offer a flexible contact center solution that is both easy-to-customize and easy-to-integrate with legacy applications and data sources. With this new joint offering, mid-size enterprises in EMEA can create a smart, cost-effective contact strategy that can improve the top and bottom line.”

Pivotal and Alcatel’s joint offering includes the Alcatel OmniTouch, a multi-media contact center suite and the Pivotal Contact Center Desktop application, a rich, high performance desktop application that provides agents with an intuitive interface, a logical layout and one click access to all the information contained both within the Pivotal CRM software suite, and from other legacy systems. Together with the Pivotal Contact Center Desktop application, the Alcatel OmniTouch Contact Center Suite enables companies to implement a comprehensive contact center strategy to manage their customer relationships across multiple channels; web, e-mail, voice, fax, chat) and multiple media devices; (PCs, mobiles, PDAs, wireless devices). The joint solution features a Pivotal connector for multi-channel integration.

According to Jerome Soistier, VP Customer Operations, Alcatel, “As a European contact center market leading solution, Alcatel OmniTouch is used by more than 220,000 contact center agents across Europe. Part of our strategy for growth in the contact center market in EMEA is to pre-integrate the Alcatel OmniTouch offering with the market leading CRM solutions suppliers. This strategy is now further endorsed by our agreement with Pivotal. By providing our business partners and our global account team with the Pivotal connector, we are reducing integration risks, promoting integration benefits and building the basis of a co-operation with CRM-enabled contact center solutions.”

Pivotal and Alcatel have already achieved joint success with customers including NextiraOne - the global leader in the provision of voice, data and converged solutions and related services who use the technology in their Berlin-based call center to service the needs of their German and Swiss operations; and Aventis Pasteur – a world leader in the provision of vaccines and immunology products.

About Alcatel OmniTouch Contact Center Suite

Alcatel OmniTouch provides a complete communication solution for enterprises, including CCD (Contact Centre Distribution), IVR (Interactive Voice Response), CCagent (a telephony desktop application and middleware) and OmniTouch multi-media features including CCoutbound, CCemail and CCweb.

About Alcatel

Alcatel designs, develops and builds innovative and competitive communications networks, enabling carriers, service providers and enterprises to deliver any type of content, such as voice, data and multi-media, to any type of consumer, anywhere in the world. Relying on its leading and comprehensive products and solutions portfolio, stretching from end-to-end optical infrastructures, fixed and mobile networks to broadband access, Alcatel’s customers can focus on optimising their service offerings and revenue streams. With sales of €25 billion in 2001 and 99,000 employees, Alcatel operates in more than 130 countries. For more information, visit www.alcatel.com.

Pivotal Corporation is the only CRM company that is 100 percent purpose-built to serve the unique requirements of mid-sized enterprises. Pivotal delivers software and services that produce meaningful increases in revenues, margins and customer loyalty for companies and business units in the revenue range of $100 million to $3 billion. More than 1,500 companies around the world use Pivotal including: CIBC, Centex Homes, HarperCollins Publishers, Hitachi Telecom Inc., Premera Blue Cross, Royal Bank of Canada, Southern Company, and Vivendi.

Pivotal's complete CRM software suite includes capabilities in marketing, sales, service, contact centers, partner management and interactive selling. For more information, visit www.pivotal.com.
This press release contains forward-looking statements that involve a number of known and unknown risks, uncertainties and other factors that may cause actual results of events to differ materially from those anticipated in our forward-looking statements. Factors that could cause actual results to differ materially include a number of risks, uncertainties and other factors, such as the need to develop, integrate and deploy applications to meet our customer's requirements, the possibility of development or deployment difficulties or delays, the dependence on our customer's satisfaction with Pivotal’s CRM software, its continued commitment to the deployment of the solution, and the risks involved in developing software solutions and integrating them with third-party software and services. Although we believe that the expectations reflected in our forward-looking statements are reasonable, individual results may vary, and we cannot guarantee future results, levels of activity, performance or achievements or other future events. Moreover, neither we nor anyone else assumes responsibility for the accuracy or completeness of forward-looking statements. Leslie Castellani
Pivotal Corporation
Tel: 604/699-8151
Email: lcastellani@pivotal.com