Press Release - Net Effect

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NET EFFECT AND LIONBRIDGE FORM STRATEGIC PARTNERSHIP TO PROVIDE INTERNATIONAL CUSTOMER E-SERVICE

E-Session Content Automatically Captured, Scrubbed, and Translated by LionTrack™ Workflow System for Re-use

NORTH HOLLYWOOD, CA and WALTHAM, MA ---- August 9, 1999 --- Net Effect Systems, a leading provider of live online customer service solutions, and Lionbridge Technologies, a provider of multilingual Internet services, today announced a strategic partnership to develop a seamless solution for building and maintaining multi-language customer service knowledge bases. The companies will combine Net Effect's customer interaction tools with Lionbridge's LionTrack automated workflow system to provide global e-businesses with an end-to-end solution for interactive Web-based customer service.

The benefit to online customers worldwide will be the ability to find answers to questions faster and more easily. The benefits to global businesses will be increased customer satisfaction and reductions in service costs. Net Effect's customer service tools capture online customer sessions and mine them for content that can enhance the customer service knowledge base. Through the Lionbridge partnership, the LionTrack workflow system will sweep the knowledge base for new and revised content and automatically translate that content into multiple languages for access by customer service representatives (CSRs) and end users worldwide. For example, knowledge captured from an English-language customer session would be tagged for immediate localization to ensure that European and Asian markets have simultaneous access to updated content.

"The three most important reasons for Web-based customer support -- improved customer satisfaction, better customer retention, and cost savings over call center service -- are even more compelling in the global e-business environment," said Julie Schoenfeld, president of Net Effect Systems. "By combining NetEffect's customer service tools with the Lionbridge's LionTrack system, we can provide e-businesses with a one-stop solution for global Internet-based customer service."

"As the Internet catches fire around the world, local language online support is critical to customer satisfaction and retention," said Rory Cowan, president and CEO of Lionbridge. "Through this partnership, Net Effect and Lionbridge will provide the first start-to-finish solution for maintaining the quality and consistency of multilingual customer service knowledge bases."

About the Net Effect Solution
Net Effect's real-time customer service tools include Java-based online applications for automatic knowledge capture from online customer sessions. Net Effect combines remote browser control, chat, in-context instantaneous escalation, skills-based routing, knowledge-creation modules and other technologies into a total real-time, Web-based customer service solution. At the core of the solution is a servlet cluster running within Java Web Server 1.1.2 or 1.1.3, on Solaris or Microsoft NT, called the NE Call Director. The Call Director is the core element of Net Effect's communications architecture and contains all server-level tools and APIs.

About LionTrack
The LionTrack System is an automated workflow process designed to manage a high volume of continuous changes to Web-based knowledge bases. It is made up of Java-developed workflow and Oracle database software running on a large Unix enterprise server. The system identifies and extracts new and modified files and routes them through translation memory software and to the appropriate translation resources, based on priority, language and workload. Translated content is then validated by the customer's in-country support personnel and submitted back to the knowledge base.

About Net Effect
Net Effect Systems is the first company to deliver real-time, cost-effective ecommerce customer service solutions. Based on a model of online customer service that grew out of the traditional Web-based technical support industry, the Net Effect system enables ecommerce companies to create a service delivery system that helps ebuyers complete purchases by improving their overall buying experience. The Net Effect service delivery system lets ecommerce companies answer questions, offer expert advice and implement suggestive selling in real time. The net effect is that eCommerce companies can, for the first time, implement online the sales tools and techniques of great retailers such as Home Depot, Nordstrom and Wal*mart and great business-to-business service and customer support as companies like Fedex, Gateway Computer Corp. and Sprint Communications. To learn more, visit http://www.neteffect.com.

About Lionbridge Technologies
Lionbridge Technologies provides multilingual Internet services to the world's leading technology companies, including Cisco, IBM, Microsoft, Motorola, Novell, Oracle, and Sun Microsystems. Its Multilingual eRelease, eSupport, eLearning and eCommerce services are based on a Rapid Globalization Methodology ™ that integrates engineering, linguistics, testing, and project management with automated workflow management to enable simultaneous worldwide release, via the Internet, of products as well as related customer support, training, and marketing materials. Based in Waltham, Massachusetts, Lionbridge maintains facilities in Ireland, The Netherlands, France, China, Korea and Japan. To learn more, visit http://www.lionbridge.com.

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Editorial Contact:
Robert B. Wyse
Net Effect Systems
216.765.8020 x25
rob@neteffect.com

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