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k-Commerce Support Version 4 Attains Validated Premier Software Partner Status for Use With Siebel 99 Call Center

NOVATO, Calif.--(BUSINESS WIRE)--Sept. 28, 1999--Inference Corp. (Nasdaq:INFR - news), a leading provider of software and services for sales, service and support across the Web and the Contact Center, today announced that Siebel Systems, Inc. (Nasdaq:SEBL - news), the world's leading supplier of Web-based front office software systems, validated the integration of Inference's k-Commerce(TM) Support Version 4 product with Siebel 99 Call Center and named Inference a Validated Premier Software Partner. The combination of these key customer support applications will provide a unified solution for the entire Contact Center.

Siebel Premier Software Partners are industry-leading software developers who provide Siebel customers with software applications and products that interoperate with Siebel Front Office Applications. Validated Premier Software Partners have submitted their products to the Siebel Validation Program and successfully passed stringent testing of interoperability with Siebel Front Office Applications.

``The evolving needs of the Contact Center place tremendous pressure on agents to provide timely and accurate answers to increasingly complex customer requests,'' said Michael Straub, alliances technical director, Siebel Systems, Inc. ``By leveraging the combined power of Siebel 99 Call Center and k-Commerce Support Version 4, organizations can rapidly deploy a customer service solution that dramatically improves the one-to-one relationship with each customer.''

As verified by the Siebel Validation Program, Inference has tailored its proven k-Commerce Support product to be interoperable with the Siebel Call Center 5.0 product via an ActiveX DLL (COM Automation object) called CPBroker which acts as a bridge between the two applications.

Once the installation is complete, special controls are added to the Siebel 99 Call Center interface enabling customer service agents to launch k-Commerce Support and search one or more knowledgebases for solutions to customer inquiries. Once a solution is located, the agent simply clicks a button in k-Commerce Support to return to the Siebel interface.

``Organizations today are constantly seeking ways to 'break out of the pack' while reducing overhead and streamlining their customer service process,'' said Barry Shurtz, director of strategic alliances, Inference Corporation. ``The comprehensive 'out-of-the-box' functionality and short learning curve of the integrated Inference/Siebel solution will certainly help an organization to achieve those goals.''

About Siebel Systems
Siebel Systems, Inc. (Nasdaq:SEBL - news) is the world's leading supplier of Web-based front office software systems. Siebel Systems provides an integrated family of sales, marketing and customer service application software for field sales, customer service, telesales, telemarketing, field service, third-party resellers and Internet based eBusiness.

Siebel Systems' products are designed to meet the needs of small, medium and large businesses. Siebel Systems' sales and service facilities are deployed locally in more than 20 countries and can be reached through the World Wide Web at www.siebel.com.

About k-Commerce
Inference's k-Commerce suite of products replicates the experience of a company's best sales and customer service representatives to provide answers to questions and solutions to problems across the entire customer Contact Center which includes the call center, Web, e-mail, IVR and chat. k-Commerce employs a flexible, conversation-based approach to problem solving, providing customers with a familiar and consistent interface regardless of which access mode they choose.

Customers enter their questions in everyday language and then engage in a question and answer conversation to find a solution. This conversation leverages the knowledge of a company's best sales and service representatives in a comprehensive knowledge base, providing accurate and consistent answers and solutions across the Contact Center.

About Inference Corporation
Inference Corporation (Nasdaq:INFR - news) is a leading provider of software and services for customer relationship management and e-Commerce. Inference's k-Commerce product family offers conversation-based, knowledge-driven solutions for sales, service and support across the Web and the entire customer Contact Center. k-Commerce leverages a company's knowledge, integrating e-Commerce and Customer Support for fast, accurate and consistent answers and personalized service. Inference helps companies raise customer care to the next level while taking e-commerce beyond the transaction.

Headquartered in the San Francisco Bay area, with international headquarters near London, England, Inference supports its customers from offices throughout North America, Europe and Asia Pacific through a global professional services organization. For further information, contact Inference at 415/893-7200, send an e-mail to info@inference.com or visit www.inference.com.

Editorial Contact:
Carrie Cassee
Inference Corporation
415/893-7208
carrie.cassee@inference.com

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