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MOTIVE SOFTWARE POWERS COMPAQ'S BUILT-IN TECHNICIAN E-SERVICE TOOL
Provides Users with Fast, Effective Support at the Touch of a Button
Austin, TX, September 28, 1999 - Motive Communications, Inc., (www.motive.com) the established leader in e-support, today announced that its technology is the foundation for a new consumer-focused e-service program from Compaq Computer Corporation.Compaq today unveiled the Built-In Technician which is based on Motive technology and being deployed on the Presario product line beginning in early October 1999. Launched by the touch of a button on the keyboard, Built-In Technician performs technical tasks for users and serves as a guide throughout the entire problem solving process whether it be self-service or assisted service with a support analyst.
"We are very excited to be working with Compaq on this consumer-focused e-service initiative. The consumer PC user is probably the one segment that can benefit the most from our technology because it eliminates the need to be a computer expert to solve problems," said Scott Harmon, co-founder and CEO of Motive Communications. "From a business perspective, with Compaq being the largest global supplier of computer systems, this partnership helps Motive take another giant step toward our goal of powering the world's e-support networks."
"Compaq is very excited about working with Motive as its technology has enabled us to offer the Built-in Technician - a superior electronic-based service tool that will revolutionize customer service," said Ray Robidoux, Vice President, US Retail, Compaq Computer Corporation. "Compaq is committed to offering its customers a totally satisfying computing experience and with the Built-in Technician, which automatically diagnoses and repairs problems, we continue to offer the best-in-class support solutions."
The Built-In Technician Steers Users Through Support Requests
Compaq's Built-In Technician, which uses both Motive Solo for self-service and Motive Duet for assisted service with a support analyst, steers the user through the entire support process, asking questions and making suggestions for solutions or other options the user can explore to solve problems.
In practice, when a problem occurs, the user presses the "rocket button," a keyboard button with the picture of a rocket and the Built-In Technician springs into action, presenting a screen where the user enters a problem description. Using Motive's ActiveSense technology, the Technician automatically diagnoses the PC, freeing the user from the frustrating and time-consuming task of verbally describing the problem. It then searches preloaded solutions, using the information gathered to select possible fixes specifically targeted at the problem. If a solution isn't found, the customer connects to the Web and the Technician searches the Motive Solo-based self-service support portal. When a solution is identified, all the user has to do is click a button to resolve the problem; the Technician uses Motive's ActiveSense to complete the technical chores involved. If a self-service solution isn't available, the Technician gathers up all the information about the user's problem and electronically sends it to a Compaq technician who uses Motive Duet to further investigate and resolve the problem.
About Motive Communications, Inc.
Motive Communications is a dynamic, fast-growing software company on a mission - help its customers leverage the power of the Internet to cut $25 billion in waste out of high-tech support by the year 2005. Motive's unique approach, e-support networking, uses the Internet to revolutionize post-sales support of digital products, enabling companies to reduce support costs, improve customer satisfaction and increase customer loyalty. The de-facto standard for e-support, Motive's solution is used by leading companies in various business segments including Compaq, CompuCom, Dell, Gateway, Kmart, Intuit, JD Edwards, MCI, Merrill Lynch, Microsoft, Netscape, PeopleSoft, SAIC and Visa. Motive was founded in May 1997 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.
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The Motive logo, Motive Communications, Inc., Motive Solo, Motive Duet 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.
Editorial Contact:
Claire Campbell
Motive Communications
512/339-8335, x2408
claire@motive.com
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