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Motive Officially Certified for Remedy AR Product Line

Extended Alliance Validates Motive's Enterprise IT Solution for Remedy Customers

AUSTIN, Texas, July 31 / -- Motive Communications, Inc. (www.motive.com ), the leading provider of intelligent service software, today announced that following a rigorous testing process, its ServiceNet platform has officially been certified for integration with Remedy Corporation's (Nasdaq: RMDY - news) Action Request System (AR System). The certification of Motive's Integration Adapter for Remedy builds on a three- year sales, marketing and technology partnership spanning 10 joint customers that utilize Motive/Remedy AR System integrated solutions.

Remedy's validation further underscores Motive's commitment to providing leading solutions for the enterprise IT market. Motive currently offers Integration Adapters for an unmatched 13 CRM, call tracking and help desk applications including Siebel eBusiness Applications and Peregrine's Get-It! and ServiceCenter product suites, making it the most widely integrated service delivery environment available. All 13 adapters are currently in full production environments at Global 2000 clients.

The Value of Certification

Motive's ServiceNet Platform automates critical service delivery functions for end users of digital products and the service experts who support them. Motive's solution complements Remedy's help desk software in three key ways:


    -- Extended Self-Service: Remedy customers can provide end users with
       customized, Motive-powered self-service that results in a dramatic
       and measurable decrease in the number of calls that must be handled
       by technical support analysts.  The Motive solution can be easily
       integrated with Remedy AR or Remedy Help Desk (through the Motive
       Integration Adapter for Remedy) to deliver active self-service,
       enabling users to solve a significant percentage of technical
       problems on their own.
    -- Generation and Population of Context-Rich Service Calls:
       Periodically, users must escalate their problems to a help desk or
       support center.  Upon escalation, the Motive Integration Adapter for
       Remedy automatically generates a service call for the escalated
       incident, saving a support analyst the time required to manually key
       in this information.
    -- Automated Assisted Service: Support analysts can use Motive in
       combination with Remedy to digitally gather and analyze diagnostic
       data from end user systems, interact with end users, or transmit
       automated solutions to repair their systems.  The manual steps
       required by analysts to update and close service calls for their
       incidents are eliminated with the integrated solution.


``Motive offers a compelling solution that offers exceptional value to Remedy customers,'' stated Gordon Vaughn, product partner program manager for Remedy Corporation. ``We are enthusiastic to have certified their product suite and look forward to continued joint engagements with leading corporate IT groups.''

``Our official certification on the Remedy AR System further recognizes the great work that Motive and Remedy have done together for the last three years,'' said Steve Semelsberger, director of alliances at Motive. ``Remedy's certification formally validates Motive's value proposition and the technical superiority of its software, extending its lead in providing intelligent service delivery applications for help desks.''

Product Availability

The Motive Integration Adapter for Remedy is currently available as a component of the Motive ServiceNet platform.

About Motive

Motive Communications, Inc. is the leading provider of intelligent service software. By building service into digital products and processes, Motive transforms the user experience and delivers timely, targeted assistance to customers. Motive's ServiceNet Platform enables businesses to create service-rich products and applications that capture market share and fuel customer loyalty, while slashing service costs. Using Motive solutions, world-class companies such as 3Com, Adelphia, Compaq Computer Corporation, Dynegy Inc., EarthLink, EDS, Fannie Mae, Fujitsu, Great Plains, Hewlett-Packard Company, Merrill Lynch, Target Corporation, WebLink Wireless Inc. and Wells Fargo are redefining their markets and making service an integral part of the customer experience.

Motive was founded in May 1997 and is backed by funding from leading venture capital firms and private investors. Motive can be reached on its Web site at http://www.motive.com . Motive employment opportunities can be found at http://jobs.motive.com .

The Motive logo, Motive Communications, Inc., Motive ServiceNet Platform and all other product or technical names are trademarks or registered trademarks of Motive Communications, Inc. All other products or services mentioned herein are trademarks of their respective holders.



 
Editorial Contact:
Stephanie Leonard
Motive Communications
512-339-8335, ext. 1071
sleonard@motive.com
 
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