Press Release - Brightware, Inc.

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IntelliMark IT Solutions Selects Brightware Email Assistance for eCustomer Support

Brightware to Enhance Customer Service and Support to IntelliMark’s 200,000 End-Users

NOVATO, Calif. - August 8, 2000 - Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced that IntelliMark IT Solutions, a division of Edgewater Technology, Inc. (Nasdaq: EDGW), a leading IT solutions company, has selected Brightware’s industry-leading Email Assistance application to help manage interactions with its 200,000 and growing end-user community. IntelliMark will use Brightware’s recently announced Email Assistance 4.0 software to improve email response time while heightening help desk agents’ productivity.

Acting as an outsourcer for large enterprises, IntelliMark helps integrate their clients' existing networks with the Internet and provides excellent customer service via a help desk and other eServices initiatives. In the area of customer service, IntelliMark's help desk receives numerous electronic inquiries from their clients' end customers, which can range from customer service questions to password retrieval for accessing a customer’s personal account information to specific product marketing and human resources questions.

With so many inquiries coming in to IntelliMark's help desk agents, they needed a solution to intelligently understand messages and automatically select the best response for agents to review, click, and send--helping them be equally productive across the many client organizations they support. IntelliMark realized that Brightware could address this issue by understanding the content of incoming emails and automatically composing answers to the most common questions received by each of their client organizations, thereby freeing help desk agents to spend the majority of their time dealing with more critical or complex inquiries.

“Brightware allows us to provide an unsurpassed solution to our clients who want to outsource all electronic responses received from end-users or customers,” said Greg Lowe, vice president for IntelliMark IT Solutions. “Brightware was the clear choice because of its usability, scalability, and ease of integration with our existing help desk platform, Remedy - a resource-maximizing factor which pleased both the IT staff and executives alike.”

IntelliMark is incorporating Brightware’s Email Assistance 4.0 solution into their existing IT support platform to service current clients within their state and federal government, mid-tier commercial, and Fortune 1000 segments. In addition, IntelliMark expects increased demand for end-user support in the eCommerce marketplace in years to come, and looks to Brightware as an integral component of these new offerings.

"As a leading provider of outsourced solutions, IntelliMark recognized it needed a scalable solution with sophisticated automation that would easily integrate with their existing systems," said Chris Erickson, president and CEO of Brightware. "Brightware enables IntelliMark to improve eCustomer satisfaction, while reducing costs and increasing efficiency within their own organization. We look forward to a strong partnership with IntelliMark to advance every step of their enterprise eCustomer Assistance initiative."

About IntelliMark IT Solutions

IntelliMark IT Solutions, a division of Edgewater Technology, Inc. (Nasdaq: EDGW), assists clients in meeting strategic business objectives through the design, implementation, and support of information technology solutions. A total solutions provider with core competencies in Network Solutions, Integration & Support Solutions, Help Desk Solutions, Education & Training Solutions, and eServices, IntelliMark is aligned with industry leaders such as Microsoft, IBM, Cisco, HP, Cable & Wireless, and others. IntelliMark IT Solutions has over 400 employees in 10 locations throughout the US. Learn more about how IntelliMark can create real solutions for the way you work at www.imark-it.com.

About Brightware

Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. Using Brightware's complete and integrated Web, Email and Live Assistance applications, eBusinesses can dramatically increase eService levels and eSales revenues while reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI, and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at www.brightware.com or call (800) 532-2890.

Brightware is a registered trademark of Brightware, Inc. IntelliMark is a registered servicemark of Edgewater Technology, Inc. All other company and product names may be trademarks of their respective owners.

Editorial Contact:
Sarah Bracken
The Horn Group
415-905-4020
sbracken@horngroup.com

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