Press Release - Motive Communications
Company ProfileMOTIVE COMMUNICATIONS EXTENDS VALUE OF MOTIVE SOLO SUPPORT PORTAL THROUGH PARTNER ACTIVITIES
Advantagekbs, Ask Jeeves, Courion and Watergate Software Partnering with Motive to Provide One-Stop Access to Support Services Via Motive Solo
Austin, Texas, August 11, 1999 - Motive Communications, Inc., the pioneer and leader in support chain automation for e-support, today announced that it has formed alliances with four support product and service vendors to provide easy integration of their offerings into Motive's new support portal product, Motive Solo.A key component of the portal model is providing an open architecture that enables access to any desired products and services. Motive is delivering the infrastructure for a self-service e-support portal through its new product Motive Solo and demonstrating its commitment to openness through partnerships with Advantagekbs, Ask Jeeves, Courion and Watergate Software.
"Companies are starting to embrace the portal concept as a delivery vehicle for certain business processes and we believe technical support is a prime candidate for the portal model," said Pat Motola, vice president, Business Development for Motive Communications. "Practically every company we have worked with is in search of a way to integrate its various support services into one common 'face' to its end users. We are excited to introduce our new portal product for this purpose and are particularly pleased that four leading vendors are working with us to enable integration of their products with Motive Solo."
Advantagekbs, a subsidiary of Logica, provides knowledge management solutions for customer support, enabling an "Integrated Service Chain." "As a recognized leader in problem resolution software, Advantagekbs is committed to ensuring that our products will work effectively with the other offerings that our customers depend on for running their businesses," said Eileen Weinstein, vice president of Advantagekbs. "That's why we are working closely with Motive Communications to ensure that our common industry-leading customers experience maximum success in using our solutions together to form a complete e-support portal."
Ask Jeeves, the leading provider of natural language, question answering services for consumers on the Internet, offers its Corporate Question Answering Service to provide corporate customers with a more intuitive way for their consumers to find e-commerce and support information on the Web. "We are excited about this partnership because we believe the portal concept is a powerful way to deliver all-inclusive customer support solutions to corporations," said Jeff Scheel, vice president of Alliances for Ask Jeeves. "Ensuring that our front-end service is integrated with these complementary solutions furthers our commitment to maximizing the success of our customers."
Courion is the leading supplier of self-service solutions for the most common security and user administration related help desk calls. Commenting on their partnership with Motive, Chris Zannetos, Courion president and CEO said, "Courion is excited to be working together with Motive to bring all of the services of a support chain to a common portal-based experience for end users. With the integration of Courion's products into a Motive Solo self-service portal, users will be able to reset their passwords and manage their profile information much faster and more securely than through calling a service desk. The combination of Motive and Courion will be an obvious win for our joint customers because they will be able to reduce the time and cost of delivering technical support while improving the IT service experience for their end users."
Watergate Software, Inc. is a leading developer of hardware diagnostic and system information tools for PC and PC peripheral manufacturers. "Integrating PC-Doctor test modules into a Motive Solo support portal will enable users to easily validate and isolate suspected hardware and configuration problems to reduce the time and cost of unnecessary hardware service," said Watergate vice president of Sales and Marketing, Tom Colamonico. "Our experience shows that hardware returns account for approximately 45 percent of the cost for supporting PC customers and almost 70 percent of those are unnecessary. PC-Doctor is a proven solution for most major PC manufacturers and their customers."
The Motive Solution
Motive Duet, Motive Solo and Motive ActiveLink combine to form the industry's first complete solution for e-support, a concept called support chain automation. Motive Solo is software that provides end users with self-service solutions to resolve incidents themselves. Solo works in concert with Motive Duet, which provides a direct digital connection between end users' systems and support analysts for resolving incidents that require assisted service. Motive ActiveLink is a ready-made source of active support solutions for common software applications and problems, delivered via a secure, extranet-based connection. Combined, these three 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-tech 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 Solo, 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
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