Blue Cross of Northeastern Pennsylvania Selects Open Text to Deploy Enterprise Portal

Solution to Enhance Customer Service; Reduce Training Time; Deliver Personalized Content

Chicago, Il - 2003-07-31 - Open Text Corporation (Nasdaq:OTEX, TSX: OTC) today announced that Blue Cross of Northeastern Pennsylvania (BCNEPA) has selected Open Text's Coreport®, an enterprise portal framework, to deploy two major initiatives: a customer service portal to enhance productivity; and another portal to extend the corporate intranet and other back end systems to all BCNEPA employees through a single sign-on interface, with role-based access to information. Coreport provides enterprise content and application integration, enabling organizations to gain greater ROI from existing systems by connecting disparate applications and repositories, and unifying access to content through a single interface.

BCNEPA, an independent licensee of the Blue Cross and Blue Shield Association, is a not-for-profit health care company headquartered in Wilkes-Barre, Pennsylvania. Offering a comprehensive portfolio of health insurance products and administrative services, BCNEPA will initially roll out a portal framework to support its customer service division, which services approximately 588,000 individuals in 13 counties.

Customer service representatives are evaluated based on specific metrics, such as the time it takes to answer calls, the number of calls serviced within a certain amount of time and the number of calls with first call resolution. "We wanted to provide a one-stop shop for processing customer calls," said Erik Manassy, Manager, e*Strategy, BCNEPA. "The portal framework provided by Open Text will deliver integrated access to information pertaining to membership, eligibility, claims, contacts, and other services. The availability of this information will, in turn, enable us to provide better and faster customer service."

Policy changes and other business critical information will be proactively delivered via the portal interface to the desktops of customer service representatives who need the information in order to make better decisions and answer customer inquiries more effectively.

BCNEPA developed a proof-of-concept for providing a more efficient method to train new customer service representatives. Based on the results, the organization's goal is to use the portal infrastructure to reduce its training time from twelve weeks to five or six weeks through Web-based access to training.

During the second phase of the implementation, BCNEPA will utilize the Coreport portal framework to serve as the gateway to BCNEPA's enterprise intranet and other back end systems. Operating with a limited support structure, it was critical that BCNEPA select a solution that provides maximum functionality with minimal infrastructure and back-end administrative support. Coreport gives companies the flexibility to easily develop and customize connectors for all the applications unique to their businesses, as well as unique views into those applications.

Collaborative functionality was also a key driver in BCNEPA's decision to select Coreport. Through the portal, employees will be able to take advantage of online chatrooms to discuss business issues. Newsgroups will also drive timely, customized information directly to the desktops of staff.

"Through a standard Web browser, all BCNEPA employees will be able to access content that is personalized to their needs according to their role within the organization information that is accessible at all times," said Bill Forquer, Executive Vice President of Marketing at Open Text. "Personalization drives efficiency. When employees have the tools they need to get their particular job done within a click or two away, they are able to accomplish tasks and goals with a minimum of time and effort."

About Open Text

Since 1991, Open Text Corporation has delivered innovative software that brings people together to share knowledge, achieve excellence, deliver innovation, and enhance processes. Its legacy of innovation began with the successful deployment of the world s first search engine technology for the Internet. Today, as the leading global supplier of collaboration and knowledge management software for the enterprise, Open Text supports fifteen million seats across 10,000 corporate deployments in 31 countries and 12 languages throughout the world. As a publicly traded company, Open Text manages and maximizes its resources and relationships to ensure the success of great minds working together. For more information, visit www.opentext.com

Trademark

Copyright © 2003 by Open Text Corporation. COREPORT, LIVELINK, LIVELINK MEETINGZONE and OPEN TEXT are trademarks or registered trademarks of Open Text Corporation in the United States of America, Canada, the European Union and/or other countries. This list of trademarks is not exhaustive. Other trademarks, registered trademarks, product names, company names, brands and service names mentioned herein are property of Open Text Corporation or other respective owners.

Release Disclaimer

This news release may contain forward-looking statements relating to the deployment of Livelink and Livelink MeetingZone by customers, and future performance of Open Text Corporation. Forward-looking statements are subject to certain risks and uncertainties, and actual results may differ materially. These risks and uncertainties include, among others, risks involved in the completion and integration of acquisitions, the possibility of technical, logistical or planning issues in connection with deployments, the continuous commitment of the Company's customers and other risks detailed from time to time in the Company's filings with the Securities and Exchange Commission (SEC), including the final prospectus for the Company's initial public offering of common stock in January 1996, Form 10-K for the years ended June 30, 1996, June 30, 1997, June 30, 1998, June 30, 1999, June 30, 2000, June 30, 2001, and June 30, 2002, and 10-Q for the quarters ending September 30, 2002 and December 31, 2002. Forward-looking statements are based on management's beliefs and opinions at the time the statements are made, and the Company does not undertake any obligations to update forward-looking statements should circumstances or management's beliefs or opinions change.

For more information, please contact

Margaret E. Dobbin
Director, Industry Analyst Relations
Open Text Corporation
+1-519-888-7111 ext.2410
mdobbin@opentext.com

Richard Maganini
Open Text Corporation
1-847-961-0662
rmaganin@opentext.com