Press Release - Motive Communications Company Profile MOTIVE DUET NAMED "MOST INNOVATIVE" TECHNICAL SUPPORT TOOL OF 1999 BY IT SUPPORT NEWS MAGAZINE Judges Cite the Revolutionary Approach and Ability to Save Time and Money in Naming Motive Duet Winner of the 1999 Harold H. Short Innovations in Service Award Austin, Texas, August 4, 1999 - Motive Communication's flagship product, Motive Duet, has been selected as the "Most Innovative Tool" of 1999 by IT Support News, formerly Service News. Named for the magazine's founder, the Harold H. Short Innovations in Service Award is bestowed each year on the one tool that most dramatically improves service delivery and is projected to have the greatest impact on the IT service industry. Selected by the magazine's editorial advisory board of industry analysts and support professionals, the 15 products vying for the award were judged on innovation of design, ability to improve service delivery, and industry impact. "Motive Duet impressed our judges in its ability to help support centers save valuable time and money by remotely diagnosing and repairing desktop problems," says Kym Gilhooly, editor of IT Support News. "As one judge stated, 'This kind of product is the first truly new thing we've seen in a long time.' That's the kind of effort the Innovations in Service Award is designed to reward." Gilhooly added, "Motive Communications did their homework before launching Duet, and it shows. By reducing reliance on phone-based support models, products like Duet will play a part in revolutionizing the support industry." "Over the last six months we've seen our vision of 'e-support' gain a foothold in the industry and Motive Duet's selection as the most innovative technical support product of '99 is yet another important sign of our growing momentum," noted Mike Maples, vice president of marketing at Motive Communications. "Leading vendors and IT departments are embracing our solution as a way to reduce support costs, but more importantly, recognize that it enables them to build closer, more productive relationships with their customers. We are honored the IT Support News' editorial board recognized the hard work of our company in researching the market and conceiving a new, groundbreaking approach to providing support and service to customers." The Motive Solution Motive Duet and Motive ActiveLink combine to form the industry's first complete solution for automating electronic support delivery, a concept called support chain automation. Motive Duet is software that provides end users with self-service solutions to resolve incidents themselves as well as a direct digital connection between end users' systems and support analysts for resolving incidents that require human-assisted support. Motive ActiveLink is a ready-made source of active solutions for common software applications and problems, delivered via a secure, extranet-based connection. Combined, these two components provide a complete out-of-the-box e-support solution that enables support organizations to provide faster and more accurate service, dramatically reduce support costs, and improve end-user productivity and satisfaction. About Motive Communications, Inc. Motive's mission is to help its customers leverage e-support solutions to cut $25 billion in waste out of high-technology support by the year 2005. The power behind many of the world's high technology e-support networks, Motive's solution enables customers to create automated support chains, resulting in reduced costs, improved customer satisfaction, and increased customer loyalty. Motive's software is used by leading companies in various business segments, including Compaq, CompuCom, Intuit, JD Edwards, MCI, Merrill Lynch, Microsoft, Netscape, PeopleSoft, SAIC, and Visa and has been endorsed by the leading help desk and front-office application vendors, including Clarify, Peregrine Systems, Remedy, Scopus, Tivoli Systems and Vantive. Motive was founded in May 1997 by senior technical and management personnel from Tivoli Systems, NeXT Software and other leading software companies, and is backed by $31.2 million in funding from Accel Partners, Attractor Investment Management, Austin Ventures, Hambrecht & Quist, Palantir Associates, Pivotal Asset Management, and SSM Venture Partners. Motive can be reached at (512) 339-8335 or on its Web-site at http://www.motive.com. ### The Motive logo, Motive Communications, Inc., Motive Duet, Motive ActiveLink and all other Motive product and technology names are trademarks of Motive Communications, Inc. All other products or services mentioned herein are trademarks of their respective companies. http://www.motive.com Contact: Claire Campbell Director of Public Relations Motive Communications, Inc. 512-339-8336 claire@motive.com Search the News Archives Home | Daily Report | Resource Center | Company | Affiliations | Research | Contact Us © 1998 Real Market Research Corporation.          Real Market is a registered trademark of Real Market, Inc.