America's Choice Healthplans

America's Choice Healthplans Chooses !hey inc. to Enhance its Web Site with Interactive Customer Service

NORTH ANDOVER, Mass., Sep 25, 2000 (BUSINESS WIRE) -- !hey inc. (!hey), the premier provider of customer engagement solutions, today announced that its !heycenter technology has been incorporated into the Web site of America's Choice Healthplans (ACH), the first online benefits administrator in the health care industry. With the addition of !heycenter, ACH claimants can receive immediate, personalized answers to their questions at (, by clicking the live help button, which initiates direct text chat with ACH customer service representatives.

"Self-directed health plans shift risk, cost to workers" - ACH in the Christian Science Monitor
August 12, 2002

"Uncovering Unbundling" - Article Featured in Human Resource Executive
May 3, 2002

"40 under 40" - Philadelphia Business Journal lists Clelland Green
March 29, 2002

ACH CEO Named to CareGain Board of Advisors
February 26, 2002

New model applies Internet to realize managed care's potential
November 1, 2001

Inc 500 rates America's Choice in country's top 500 growing companies
October 30, 2001

Philadelphia Business Journal features America's Choice
October 29, 2001

Philadelphia Inquirer features America's Choice
April 9, 2001

ACH Newsroom Main Page

"Almost all of ACH's operations can be executed over the Web, so we considered it a high priority to offer an online, personalized option for retrieving and entering complex claims information or chatting with customer service representatives," said Alex Wood, business developer at ACH. "!hey's subscription-based hosted service option made it very fast and easy to add live text chat to our Web site."

!hey's live text chat application has enabled ACH to make more efficient use of human and technology resources by partially offloading claim-related phone calls to text chat sessions. As part of the implementation process, ACH reviewed inbound call activity to its robust traditional call center and placed !hey live help buttons (interaction buttons that customers can click to initiate direct text chat with ACH sales representatives) on those Web pages that generated the greatest number of phone calls. ACH contact center representatives now handle text chat activities along with traditional inbound phone inquiries.

"ACH's innovative use of the Internet and focus on total quality management differentiates them from other health care benefits administrators," said Duncan Mackay, president and CEO of !hey inc. "Incorporating !hey's technology into their portfolio of customer interaction tools has allowed ACH to extend their superior customer support to the Web."

About America's Choice Healthplans

Since 1988, America's Choice Healthplans has provided employers with high-quality third-party health benefits administration services. In the fall of 1999, the company launched its Web site to become the first online benefits administrator in the health care industry.

In addition to providing employers with state-of-the-art Internet technology, America's Choice remains committed to supporting its Web site with the best customer service and claims processing departments in the industry.

About !hey inc.

!hey inc. (!hey) helps businesses proactively identify, acquire, service, and retain customers through personalized communication. !hey offers a unified customer interaction solution that allows companies to communicate with customers through all communication channels--Web, voice and e-mail--including applications for proactive and on-request chat, interactive voice response, networked voice, inbound and outbound e-mail routing and management, and dynamic FAQ. !hey's e-service applications are available both as customizable enterprise products and as a subscription-based hosted service. Beyond software, !hey offers NetRep(TM) resources, live customer service agents with expertise in online customer behavior and sales, who can monitor customer traffic on a Web site and initiate conversation with customers to provide proactive assistance. !hey's current customers span a wide range of industries, including technology, retail, travel, entertainment, real estate, financial services and business-to-business markets. Customers include Microsoft, American Airlines,, Knology, Inc., Network Associates, Bizfon,, and other leading companies.

!hey is a founding member of the Personalization Consortium, an international advocacy group formed to promote the development and use of responsible one-to-one marketing technology and practices on the World Wide Web. The company, which merged with, inc. in September 2000, is headquartered in North Andover, Massachusetts, with locations in Fairfield, Connecticut and Chicago, Illinois. Satellite sales offices are maintained in California, Colorado, Florida, Georgia, New York, North Carolina, Texas, and Washington state. Telcom-Internet Investors, L.L.C., a subsidiary of Telcom Ventures, L.L.C., The Goldman Sachs Group, Inc., eCOM Partners, L.L.C. and Broadband Ventures are corporate investors. For more information about !hey, visit

!hey is a trademark of !hey inc. !heycenter is a service mark of !hey inc. All other products and services are the trademarks of their respective owners. icontact and NetReps are trademarks of

CONTACT: Rogers Communications Ellen Kardas 781.224.1100

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