Motive Communications
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MOTIVE DELIVERS THE FIRST COMPLETE E-SERVICE SUITE FOR EXTENDED IT DEPARTMENTS

Two New Applications Provide Users with One Click Access to a World of Service Expertise

Austin, TX, August 30, 2000 - Motive Communications, Inc., a leading provider of online customer-care solutions, today announced two new applications, Motive Chorus and Motive Insight, that help create the first comprehensive e-service suite for answering questions and solving problems online.

Both users and IT departments are frustrated by the fragmented nature of today's e-service tools and technologies. This fragmentation creates a confusing series of service options for users and results in ineffective problem-solving processes in IT departments.

Motive's e-service suite addresses this fragmentation by giving users one source for addressing any type of service request including technical support, application support, business questions and general questions. Motive provides IT departments with the platform for building e-service networks - virtual webs of internal experts or external partners and suppliers that are required to solve questions or problems.

Motive's e-service suite includes a platform, together with a tightly integrated set of e-service applications. The platform provides common services such as the management of distributed service transactions, data and transaction integration with customers' IT environments, as well as enterprise class security and scalability. The delivery applications automate customer-facing e-service processes such as technical support and business process support. The fulfillment applications automate enterprise-facing processes, including solution content management, collaboration and decision support.

Motive Chorus is a new delivery application that provides users with one-click access to any type of service as well as all relevant solutions, answers and experts needed to answer questions and solve problems. Motive Insight, a new service fulfillment application, enables IT departments to form e-service networks so that experts, both inside and outside of their organization, can collaborate in the service process to solve problems faster.

The key technology underlying the entire Motive solution is context. Motive seamlessly integrates with customers' existing computing environments, including user systems, application servers, databases and CRM systems, to gather context and to maintain a central repository of problem resolution information. This context is structured as XML data and is used to guide users to relevant answers or experts and provides service personnel with a rich set of information to collaboratively solve problems.

"The future of online customer care is about giving people the fastest, least complicated route to resolve any problem," said Dave Malcolm, vice president of development at Motive. "To do this requires an e-service capability that can handle any type of service request, can integrate seamlessly with the existing computing environment, and can use context and automation to eliminate waste in the service process. Motive is now providing this capability for our customers."

Motive's Comprehensive e-Service Suite for IT Departments

By offering a platform and set of applications specifically designed for e-service, Motive enables IT departments to deploy e-service networks that meet their organizations' specific needs today and to add new application functionality and extend e-service to new customer groups as required in the future.

In addition to the new applications, Motive Chorus and Motive Insight, Motive's suite includes the foundation of its e-service solution, Motive Duet, a scalable e-service platform; Motive Solo, an automated support application for hardware and software problem solving; Motive AnswerWeb, a context-driven question and answer application; and Motive Studio, an e-service content management system.

Motive Chorus: One Click For Any Service Request

Users are frustrated with a fragmented service experience that requires them to leave the task they are performing, to use different tools for different types of service requests and to search through large knowledgebases for answers. Motive Chorus solves these issues by directly presenting relevant answers or experts for all types of service requests. Key features of Motive Chorus include:

--Service Request Management - By clicking on the Motive icon, users can request service for everything ranging from a technical problem, to an application question, to a business policy question.

--Guided Support - Chorus captures contextual information about the user, what they are doing, and their computing environment to take the user directly to relevant answers and experts who can solve that specific problem.

--In-Band Service - Chorus brings service directly to the user within the application they are using so that the user can easily continue with the task at hand.

--Proactive Service - Chorus allows proactive "alerts" to be set against specific application and business contexts. These alerts trigger proactive service actions that enable users to address problems before they occur.

Motive Insight: Improving Service With e-Service Networks

Service personnel are separated by organizational, geographical, skill set, product specialty, firewall, and other boundaries that inhibit attempts to centralize and leverage service initiatives within the enterprise. As a result, service teams are fragmented, are unable to collaborate and share solutions, utilize different tools and often pass users back and forth between them. Motive Insight solves these issues by enabling service personnel to network and collaborate around the powerful information gathering and diagnostic capabilities provided by Motive's e-service product suite. Key features of Motive Insight include:

--Digital Collaboration - Service personnel can request help from other service experts in the network. These experts can securely view all the context and diagnostic information, suggest solutions, and assist in answering the service request.

--Consolidated Service Fulfillment - Motive Insight can be used to collaborate on technical support requests, application questions, business questions, and general questions. Consequently, fragmented service groups can form a cohesive and seamless team to provide all types of service to the enterprise. These teams can be further enhanced with subject matter experts from outside the service organization and new initiatives in the enterprise requiring service can easily fit into and extend the service network.

--Secure Remote Access - Motive Insight enables the service network to extend beyond the firewall to partners, suppliers and service providers while keeping critical customer data secure. As a result, enterprises can easily extend their service network to increase service levels, improve response times, and handle service spikes.

--Open Architecture - Other capabilities such as voice-over-IP, remote control or specialized service tools can be integrated into Motive Insight to provide a single interface for service personnel.

Availability

Motive Insight and Motive Chorus will be available at the end of September 2000. The other components comprising the Motive e-service suite are currently available.



Motive Communications powers online customer care by offering software solutions that automatically connect online users to a company's answers and experts when they have problems. These products are used to build unique e-service networks that help companies foster customer loyalty, drive revenue, supercharge service capacity and increase market share. Motive's software solutions are used by leading companies in many industries including all.com, Compaq, Dell, EDS, Fannie Mae, Gateway, General Electric Information Systems, Great Plains Software, Hewlett-Packard Company, Intuit, Kmart, Merrill Lynch, Peregrine, pcsupport.com, SAIC and Target Corporation.

Motive was founded in May 1997 and is backed by $43M in funding from leading venture capital firms and private investors. Motive can be reached at (512) 339-8335 or on its Web site at www.motive.com. Motive employment opportunities can be found at jobs.motive.com.

The Motive logo, Motive Communications, Inc. 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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