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ISLAND DATA SIGNS SONICBLUE AS NEW INSIGHT RT CUSTOMER

Insight RT's Web Self-Service and Real-Time Analytics Applications Help SONICblue Listen to Its Customers


CARLSBAD, CA-November 19, 2002- Island Data Corp., a real-time customer
analytics company, today announced it has signed SONICblue Incorporated
(Nasdaq: SBLU), a leader in the converging Internet, digital media,
entertainment and consumer electronics market, as a new customer of Insight RT
for Web self-service, knowledge management, work flow reporting and real-time
analytics.

SONICblue will begin by using Insight RT's Web self-service module to
automatically answer a majority of its customers' questions via Web and email to
increase customer satisfaction, decrease call center costs and increase service
responsiveness and capacity. SONICblue will also utilize Insight RT's knowledge
management module to help support agents "ramp up" on new products by providing
an intuitive agent-facing interface to product and support knowledge. The key to
the success of this solution is Response Fusion technology?. Response Fusion
technology provides the ability to automatically identify and create re-useable
knowledge that can be delivered through automated channels for future inquiries.
This will increase agent efficiency and reduce training and support costs
simultaneously.

"As we expand our product line and retail presence, we realized we needed a
customer service vehicle that would support increases in product shipments,"
said Bill Galey, senior director of customer care at SONICblue. "The
implementation of Insight RT will help us achieve our customer service goals."

SONICblue has emerged as a leader in the converging Internet, digital media,
entertainment and consumer electronics markets. Working with partners that
include some of the biggest brands in the world, the company creates and markets
products, technology and services that let consumers enjoy all the benefits of a
digital home and a connected lifestyle.

"SONICblue is a customer relationship-oriented organization and a perfect fit
for Island Data," said Norman Williams, president and CEO of Island Data. "With
Insight RT, Island Data is able to offer SONICblue a comprehensive solution that
is customer-centric, easy to implement and guarantees a 4-month return on
investment. As SONICblue's customer base continues to expand, Insight RT will be
able to accommodate the growth and minimize the cost of supporting additional
customers."

With Insight RT, customers can also choose to implement real-time analytics
capabilities including the customer loyalty, survey and sales modules to capture
and analyze unstructured customer feedback and identify valuable
up-sell/cross-sell opportunities and product trend information. The insight
gained from this analysis has great value in helping enterprises identify new
customers and retain their existing customers.

ABOUT ISLAND DATA CORP.

Founded in 1995, privately held Island Data Corp. is a real-time analytics
software provider.  Island Data's premier product, Insight RT?, which is based
on the company's patent pending Concept Recognition? technology, captures
Web-based customer feedback and unstructured text from various sources, analyzes
the content and intent of the feedback, and converts it into insights that can
be acted upon in real-time. Island Data targets enterprise companies looking to
increase sales, customer satisfaction and product quality through listening to
their customers. Key clients include Adobe, Agilent, Canon U.S.A., Cox
Communications, Forbes.com, NetGear, Proxim, RealNetworks and SONICblue
Incorporated. For more information, please visit the company's Web site at
www.islanddata.com.

ABOUT SONICBLUE INCORPORATED

SONICblue (Nasdaq: SBLU) is a leader in the converging Internet, digital media,
entertainment and consumer electronics markets. Working with partners that
include some of the biggest brands in consumer electronics, SONICblue creates
and markets products that let consumers enjoy all the benefits of a digital home
and connected lifestyle. SONICblue holds a focused technology portfolio that
includes Rio® digital audio players; ReplayTV® personal television technology
and software solutions; and Go-Video® Dual-Deck? VCRs and integrated DVD+VCRs.
For more information please visit www.sonicblue.com.

Rio, ReplayTV and Go-Video are registered trademarks of SONICblue Incorporated.
SONICblue is a trademark of SONICblue Incorporated.


 
Editorial Contact:
Beth Avant
The Townsend Agency
858-457-4888
bavant@townsendagency.com
 
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