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MOTIVE AND MENTIS PARTNER TO SERVE CABLE INDUSTRYIndustry Leaders Deliver Key Cable Modem Solutions Around Ordering, Activation, Customer Service and Retail InitiativesAustin, TX, September 18, 2001 - Motive Communications, Inc. (www.motive.com), the leading provider of intelligent service software, today announced a partnership with Mentis Broadband Solutions, an innovative software development company specializing in real-time billing, workflow and integration applications for the telecommunications industry, to offer cable operators (MSOs) solutions for online ordering and activation, retail initiatives and customer service delivery for cable modem service. Because of the high costs associated with staffing call centers, MSOs are realizing the need to make efficient online ordering available to their customers. The Mentis/Motive partnership allows MSOs to integrate their front end ordering systems with their billing systems and, at the same time, to build in customer service to reduce transaction abandonment. For many MSOs, activation involves multiple tasks: hardware installation, PC configuration, provisioning of services and activation of an account. Motive and Mentis encapsulate this process for users so that no step is overlooked. Mentis provides the workflow for online ordering, including scheduling for technicians, account creation and integration to multiple billing platforms. Motive's built-in service capabilities mean that if a problem is encountered during the ordering or activation process, the customer can receive an immediate solution without picking up the phone, thus reducing call center and field technician costs for the MSO. Motive also provides tools to qualify the end user's PC to be sure that the customer will be able to receive service on that particular machine. If additional requirements are necessary, such as the need for a NIC card, Motive can add this data to the order. Providers that choose the Motive/Mentis solution will experience a reduced cost of acquisition, reduced percentage of non-qualified orders, reduced cost of activation and ongoing service, improved customer experiences and reduced customer churn. "The growth of subscribers, applications, services, PC platforms and digital set-top boxes has created a large and expanding gap between the demand for customer service and the ability of the MSO to deliver customer service," said Anthony Starkey, director of marketing for Mentis. "By partnering with Motive, we are able to provide MSOs with the end-to-end solution necessary to gain new customers and retain existing customers at minimal cost." "Motive's alliance with Mentis is a key component in our plans to help MSOs scale faster. By reducing the time, cost and effort it takes to manage customers, these providers will have the ability to grow their businesses exponentially," said Sanjay Castelino, communications market segment manager for Motive. "This partnership makes us the only company that can actually manage the order and activation process from an end-to-end perspective." About Mentis Founded in 1998, Mentis Broadband Solutions (a division of Mentis International Corporation) provides broadband service providers end-to-end solutions focused on customer management, flow-through provisioning, field force management and service activation for voice, video and data services. The Mentis Real-Time Response System (RTR) delivers mission-critical functionality that can help speed the delivery and marketing of new product and service offerings, facilitate new revenue generating opportunities, improve customer service, and reduce operating costs associated with customer acquisition and management. Since 1998, Mentis solutions have enabled advanced service providers to manage subscriber information and work orders, create reports, track leads, activate new services, and reduce customer acquisition costs and call center volume in real-time. Mentis customers include AT&T Broadband, AOL Time Warner, EchoStar Communications, and Excite@Home. For more information, visit www.mentisbroadband.com. 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, 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 top of page |
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