Press Release - Motive Communications Company Profile Motive Communications Wins Call Center Solutions Product of the Year The Motive System, the Leading Software for Support Chain Automation, Continues to Pick Up Momentum with Industry Accolade Austin, Texas, December 15, 1998 - Motive Communications (www.motive.com) today announced that the Motive System, the company's software for electronic support delivery, has been named a "Product of the Year" by Call Center Solutions magazine. The Motive System was chosen Product of the Year in the "Automated Technical Support" category over dozens of products evaluated by a committee of the publication's editors. In granting the award, Call Center Solutions recognized Motive's innovative approach to technical support called support chain automation, which leverages the Internet to transform the efficiency and effectiveness of support delivery for high-technology products. Call Center Solutions is a leading source of business and technical information on how to more effectively equip and run call centers, facilities that serve as the frontline to businesses and consumers for product service and support. "We are very proud that the editors of Call Center Solutions have expressed such high regard for our product and have recognized the dramatic business advantages it gives call centers," said Scott Harmon, Motive's president and CEO. "This recognition from an authority on call center issues is another important milestone in our product's growing reputation as the emerging industry standard for electronic support delivery." The Motive System leverages patent-pending technology called ActiveSense to establish an intelligent and secure digital link between the user's computing system and the support center, resulting in faster and more accurate service delivery. End users benefit because they are no longer required to be experts in communicating the specific technical circumstances underlying their computer problems. Technical support organizations benefit because they can dramatically reduce the time and cost of delivering technical support while improving their customers' satisfaction. Specifically, the Motive System: --Reduces the total number of technical support calls, by intelligently guiding users through self-service; --Reduces the time spent per support call, by automating diagnosis and repair processes; and --Increases the efficiency of support technicians by enabling them to re-use solutions and electronically interact with users. Call Center Solutions' Product of the Year Award Program recognizes the best products for call centers introduced during the previous calendar year in several categories. The 1998 Products of the Year will be featured in the January issue of Call Center Solutions, which may be found on the Web at http://www.tmcnet.com/ccs. About Motive Communications, Inc. Motive's mission is to help its customers leverage support chain automation solutions to cut $25 billion in waste out of high-technology support services by the year 2005. The pioneer and leader in support chain automation, Motive offers solutions that enable its customers to create automated support chains, resulting in dramatically reduced costs, improved customer satisfaction and increased customer loyalty. The Motive System is used by leading IT companies, including CompuCom, JD Edwards, MCI, Microsoft and Netscape, and has been endorsed by the leading help desk and front-office application vendors, including Clarify, 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 $14.8 million in funding from Accel Partners, Attractor, Austin Ventures and SSM Venture Partners. ### The Motive logo, Motive Communications, Motive System and ActiveSense are trademarks or registered 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.