BMC Software, PricewaterhouseCoopers and Sun Microsystems Help Improve Customers' Quality of Experience -- QoE -- Online During Holiday Shopping Season.

Business Editors/High-Tech Writers

HOUSTON & PALO ALTO, Calif.--(BUSINESS WIRE)--Dec. 21, 2000

New Web Learning Community Provides e-Businesses the Tools

to Measure and Enhance Customer QoE

BMC Software Inc. (Nasdaq:BMCS), a leading provider of e-business systems management, PricewaterhouseCoopers, the world's largest professional services organization, and Sun Microsystems Inc. (Nasdaq:SUNW), a leading provider of network computing hardware and software, today announced that they are working together to deliver an online learning community focused on customer quality of experience (QoE). The Web site, created in cooperation with Patricia Seybold Group and Summit Strategies, can be found online at www.qualityofexperience.org. It features a variety of tools to help visitors understand QoE including articles, research, an online discussion group, a list of relevant vendors and links to other Web resources. The site also includes information on the holiday shopping experience and how companies can better fulfill their customers' needs.

"Online shoppers are not tied by brand loyalty since they can get what they need at many different sites," said Wayne Morris, senior vice president of corporate marketing at BMC Software. "Companies that want to achieve customer loyalty must deliver value through the customer experience. This new Web site gives companies the tools that they need to begin optimizing the e-business experience for their customers."

qualityofexperience.org is an online learning community dedicated to optimizing the e-business experience. Its goal is to:

-- define and increase understanding of the specific factors which make up QoE
-- common to all industries

-- create a framework for measuring industry-specific QoE criteria (e.g., the
chemical industry customer experience is different from the retail industry)

-- examine quality of experience criteria for different business models -- B2B
(business to business), B2C (business to consumer), E2E (exchange to exchange),
ASPs (Application Service Providers), etc.

-- explore the impact of customers' cultural backgrounds and geography on their
QoE

-- develop recommendations for creating QoE disciplines within community
members' organizations; present sample business justifications supporting QoE
investments

-- foster community discussion of lessons learned from QoE practitioners

-- collaborate with vendors, businesses and individuals to exchange ideas,
create a repository of best practices and report on new QoE developments

-- build a comprehensive list of QoE products

-- develop guidelines and suggestions for integrating off-line (physical) and
online (virtual) experiences

"Quality of experience is a critical factor in driving sales and loyalty, and therefore, continued success for an e-business," said Shahram Moradpour, director, Internet Infrastructure Market Development at Sun Microsystems Inc. "Sun is dedicated to helping its customers excel in their e-business endeavors, and that commitment extends from providing reliable hardware and software to giving our customers tools and resources to improve their customers' online experience."

A highlight of the site is the Customers.com(R) Quality of Experience Benchmark by Patricia Seybold. "Customer relationships are built on trust, established through repeated good experiences with a company," said Patricia Seybold, CEO and founder of the Patricia Seybold Group. "The quality of the customer experience determines the customer's loyalty to the brand and to the company behind the brand."

The site also has links to other relevant resources on the Web including the nextslm.org Web site, an online learning community focusing on service level management and an offer to download a complimentary SiteAngel(TM) trial from BMC Software. SiteAngel is an online service that monitors the performance and availability of static and dynamic Web pages to simulate the true end-user experience at an e-business Web site. The site also will link to a series of monthly articles from Summit Strategies including a description of its siteIQ methodology: a detailed analysis of the strengths and weaknesses of company Web sites, as well as key trends by industry segment.

"Quality of experience is the ultimate test for the quality of a Web site," said George T. Bristow, Management Consulting Services partner with PricewaterhouseCoopers. "With our e-Service Management service offering we enable companies to succeed in today's highly competitive e-business environment."

About BMC Software

One of the world's largest independent software vendors, BMC Software delivers the most comprehensive e-business systems management software with the fastest guaranteed implementation. This Service Assurance(TM) strategy enhances the availability, performance and recoverability of companies' business-critical applications. Companies can use this management methodology to demonstrate their ability to deliver optimal service to their customers and partners by joining BMC Software OnSite(TM), a certification program that includes solution implementation and regular HealthChecks performed by BMC Software Professional Services.

BMC Software is a Forbes 500 company and a member of the S&P 500, with fiscal year 2000 revenues exceeding $1.7 billion. The company is headquartered in Houston with offices worldwide. For more information please visit BMC Software's Web site at www.bmc.com, or call 800/841-2031 or 713/918-8800.

About PricewaterhouseCoopers

The Management Consulting Services practice of PricewaterhouseCoopers helps clients maximize their business performance by integrating strategic change, process improvements and technology solutions. Through a worldwide network of skills and resources, consultants manage complex projects with global capabilities and local knowledge, from strategy through implementation.

PricewaterhouseCoopers (www.pwcglobal.com) is the world's largest professional services organization. Drawing on the knowledge and skills of more than 150,000 people in 150 countries, we help our clients solve complex business problems and measurably enhance their ability to build value, manage risk and improve performance in an Internet-enabled world.

PricewaterhouseCoopers refers to the member firms of the worldwide PricewaterhouseCoopers organization.

About Sun Microsystems Inc.

Since its inception in 1982, a singular vision -- "The Network Is The Computer(TM)" -- has propelled Sun Microsystems Inc. (Nasdaq:SUNW) to its position as a leading provider of industrial-strength hardware, software and services that power the Internet and allow companies worldwide to dot-com their businesses. With $17.6 billion in annual revenues, Sun can be found in more than 170 countries and on the World Wide Web at http://sun.com.

BMC Software, BMC Software OnSite, the BMC Software logos, and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software Inc. All other trademarks or registered trademarks belong to their respective companies. (c) 2000 BMC Software Inc. All rights reserved.

Note to Editors: The name PricewaterhouseCoopers is one word, with upper case P, upper case C, and all other letters in lower case.

Sun, Sun Microsystems, the Sun Logo and the Network Is The Computer are trademarks or registered trademarks of Sun Microsystems Inc. in the United States and other countries.