Bendata's HEAT Call Management System Adds Multi-Group Support, External Database Linking.

COLORADO SPRINGS, Colo.--(BUSINESS WIRE)--Jan. 5, 1998--Bendata, Inc., an Astea International company (Nasdaq: ATEA), today announced that it has released HEAT version 3.6, the company's industry-leading support-center automation software.

This release allows each group of users to view information differently and supports out-of-the-box integration with any supported ODBC-compliant database, thereby eliminating the need for redundant data maintenance. New features in the First Level Support knowledge product, included with HEAT, allow the system to suggest solutions with those most frequently used at the top of the list.

Important new contributions of HEAT 3.6 include the following:

o Security based form sets allow multiple departments to use HEAT

on the same database, with different views that can be designed

to protect sensitive data from unauthorized access;

o External profile and validation table support eliminates data

redundancy by allowing HEAT users to access data that resides

on a database outside of the HEAT system;

o Default field values save time by automatically populating

specified fields with frequently-used information, which can be

overwritten on an exception basis; and

o Substantial increases in efficiency during sorting and

searching of the software's solutions knowledge base.

Security Based Form Sets Feature Adds Multiple Business-Function Capability, Increased Security

HEAT 3.6 allows multiple groups, (such as Customer Support and Technical Support,) to log calls for the same customer, viewing only those fields that pertain to their respective business functions. Administrators can design unique screens for different groups, providing form-level security that blocks specified user access to sensitive data.

External Profile and Validation Table Support Improves Database Efficiency

HEAT 3.6 allows the integration of HEAT data with data that are stored in an external database. This permits users to view data residing in other systems, such as employee information from the Human Resources database, from within the HEAT call-logging system, thus eliminating the need to maintain duplicate databases. Because External Profile and Validation Support is a read-only feature, there is no danger of corrupting data that are controlled by another department.

Default Field Values Reduce Data Entry

This time-saving feature allows the administrator to set default values for specific fields that usually contain the same data, while permitting users to change these values on an exception basis. For example, if calls most frequently originate on the phone, and occasional calls arrive via email or the Internet, the default "Received By" field value can be set to "Phone," and the technician can change the field if required.

The HEAT Quick Call feature also takes advantage of default fields. For example, if the majority of help-desk calls are FAQs, that can be the value for call type. In large service organizations, where a specific entry is made hundreds of times per day, the Quick-Call feature can significantly improve productivity by eliminating keystrokes and shortening the time spent logging calls.

Improved Searching Boosts Productivity and Streamlines Work Flow

The Bendata First Level Support product that is included with HEAT allows users to document solutions to problems, to store those solutions in the knowledge base and to automatically search the knowledge base for solutions to new problems that match a specific call description. HEAT 3.6 has improved knowledge-base functionality that allows the user to search for solutions by precise phrases and sort the suggested answers by frequency of use. In this way, the system learns which solutions analysts are most likely to need.

HEAT Works with Pagers for Real-time Link with Remote Personnel

HEAT-to-email integration can dramatically improve field technician efficiency by taking advantage of two-way paging technology. HEAT can automatically send email messages to two-way pagers, such as those offered by Sky-Tel. A help desk can use HEAT to contact technicians and provide them with call-ticket information, such as customer name, phone number, and problem description. The technician can then use the two-way pager to send a message back to the HEAT system and close the call from the field.

About Heat for Windows

HEAT for Windows is a fully-customizable support center problem solving-and-management system to automate call logging and tracking. Key features include auto escalation, automatic ticket generation, and open architecture for ODBC database compatibility in file/client server environments. Unique features such as the Activity Log let users provide pinpointed, accurate reports. The Service Level Agreement feature proactively helps users meet service commitments.

Other HEAT products include: HEATLink to the Internet, which allows customers to log their own calls and check the status of their call tickets; HEAT Telephony Manager, which offers a telephony-to-HEAT integration that allows the technician to manage calls via the PC and automatically fill new tickets with caller information via screen pops; and HEAT Workgroup Asset Manager, which lets users track hardware and software lifecycles and reduce total cost of ownership.

About Bendata

Bendata, a wholly owned subsidiary of Astea International Inc., is a leading developer of help desk and support center software solutions. Bendata's help desk software products are deployed across a broad range of industry segments with an estimated 40,000 end users at more than 2,700 customers worldwide, including industry leaders such as Alltel, Chevron, the FDIC, Mercedes Benz, and U-Haul. Bendata is based in Colorado Springs, Colo., and can be reached at 800/776-7889 or via the World Wide Web at www.bendata.com .

Bendata is a subsidiary of Astea International Inc. This press release may contain forward-looking statements which are made under the "safe harbor" provisions of the Private Securities Litigation Reform Act of 1995 and involve a number of risks and uncertainties that could materially affect future results. Among these risk factors are continuing acceptance of Astea's products and the continued overall growth in the customer interaction software industry. Further information regarding these as well as other key risk factors and meaningful cautionary statements which could affect the Company's financial results are included at length in the Company's Form 10-K for the fiscal year ended December 31, 1996, filed with the Securities and Exchange Commission.

CONTACT: Bendata, Inc., Colorado Springs

David Grabove, 719/532-7328

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