NORWALK, Conn.--(BUSINESS WIRE)--Nov. 11, 1999--

Modem Media . Poppe Tyson (NASDAQ: MMPT), a leading builder and marketer of customer-focused e-businesses, today announced a new offering, Internet Customer Service Solutions (ICSS). Designed to assist clients improve customer relationships, the practice involves refining a client's customer service programs with more effective and efficient means of responding to customers and their inquiries.

Effective customer service has proven to be a critical component in successful e-business programs. As such, Modem developed ICSS to enable clients to capitalize on their response services and enhance overall customer service. Through a hands-on assessment, Modem analyzes a client's response methods (i.e., email, call centers, dynamic messaging, chat, etc.) and develops sustainable solutions that are incorporated throughout a client's support organization. For instance, following an evaluation, Modem will develop the detailed operational plans and procedures for integrating customer support mechanisms and dramatically increasing response efficiency and relevance.

Modem Media is currently conducting ICSS projects with a number of clients. Results to date include reduced operational costs; increased response times; captured sales that would have otherwise been lost; improved communications with consistent and accurate messaging; increased quality control; and the successful integration of IP-based customer service technologies with existing call center technologies.

"Although e-commerce has become increasingly sophisticated with personalization and customization, effective and proactive customer service has far too often been an afterthought in the development of Internet strategies," said G.M. O'Connell, Modem Media Chairman and CEO. "We believe the customer should expect companies to deliver on every level of e-business, and that includes providing fast and accurate answers to customers' questions and concerns. With ICSS, along with our overall customer-focused approach, we not only meet our clients' customers expectations, but delight them with superior levels of service."

The ICSS is a scaleable process and is catered to meet the unique needs of each client. Steps involved in the ICSS process include the following:

- Determining a client's overall business needs

- Defining scope of client's various response organizations (i.e.,

dynamic messaging, email, chat, etc.)

- Auditing and analyzing client's current response organizations

- Designing effective organizational models and creating and

implementing workflow procedures for ongoing customer service

- Managing the evaluation and selection of required software tools

and technologies

- Guiding the implementation and integration into the existing

environment

From its inception, Modem's Consulting Group has pioneered the identification and evaluation of Internet opportunities. With its specialized expertise and focused resources, Modem's Consulting Group helps clients create solid strategic and operational foundations for Internet initiatives. The Group's unique ability to formulate sound, long-term Internet strategies is based on understanding the client's customer needs, competitive landscape and overall business objectives. Operationally, the Group supports clients by defining and implementing effective organizational structures and developing seamless workflow processes associated with Internet initiatives.

About Modem Media

Modem Media (http://www.modemmedia.com) is a leading builder and marketer of customer-focused e-businesses for world-class brands. Based on customer-driven insights, Modem Media identifies e-business opportunities, and utilizes its conceptual, technological and marketing expertise to build, distribute and manage unique e-business solutions for its clients. Headquartered in Norwalk, Conn., Modem Media's expanding global presence includes offices in New York City, San Francisco, Toronto, London, Munich, Tokyo, Hong Kong and an affiliate office in Sao Paolo. With more than 560 professionals worldwide, Modem Media has created customer-focused Internet solutions for global brands such as 3M, Citibank, Intel, Delta Air Lines, E

rade, General Electric, IBM, Sony Computer Entertainment of
America, Unilever and Vodafone.