Brightware Expands Product Line to Include Analytics, eMarketing and New eBusiness Platform.

Business Editors/High-Tech Writers

NOVATO, Calif.--(BUSINESS WIRE)--Oct. 25, 2000

Brightware 2001, the first complete Java-based suite for eCustomer

Assistance, boasts closed-loop analytic and outbound eMarketing

capabilities

Brightware, Inc. today announces the first complete Java(tm)-based eCustomer Assistance suite, Brightware 2001, delivering standards-based architecture and an end-to-end, insight driven solution for managing all eCustomer interactions via the Web, email and chat. With this release, Brightware expands its suite to include analytics, outbound eMarketing and a new eBusiness platform built on BEA WebLogic(R) Server, the market-leading Java application server from BEA Systems, Inc. Together, Brightware 2001 provides the open, extensible and high-performance solution enterprises require to effectively understand, segment, target and report on closed loop online interactions.

"With this release, Brightware is not only the first in class to deliver an open-standards, Java-based architecture and application suite, we also extend our offering to support the complete eCustomer interaction cycle," said Chris Erickson, President and CEO of Brightware. "Brightware greets visitors at the Web "front door," escalates high-touch, high-value requests to Live Assistance, handles follow-on inquiries with best-in-class Email Assistance, analyzes online customer experiences and then reaches out with targeted eMarketing to bring customers back to the Web site again and again."

Brightware 2001 New and Enhanced Features

The Brightware 2001 suite introduces Brightware(R) Analytics(tm) and Brightware(R) Accucast(tm), and also features new Internet-architected releases of Email Assistance 5.0 and Concierge 2.0, Brightware's Web Assistance solution. New features include:

-- Brightware Analytics 1.0, which provides out-of-the-box analysis templates
utilizing Seagate's Crystal Reports for personalized access in a highly
flexible and user-customizable environment to provide the insight for companies
to get closer to eCustomers.

-- Brightware Accucuast, powered by Socketware, delivers personalized,
attention-getting outbound eMarketing campaigns and tracks their effectiveness
through comprehensive reports. This dynamic, high-performance technology sets
the standard in online customer relationship management solutions. Accucast
unifies Brightware's eMarketing capabilities by closing the loop between
incoming and outgoing customer interactions.

-- New Releases of Email Assistance and Web Assistance have also been enhanced
to offer improved usability including a HTML-based browser client to serve the
needs of distributed enterprises and streamlined Knowledge Management that
dramatically reduces implementation time. New internationalization capabilities
provide a better solution for enterprise customers whose sales and service
organizations span the globe and have the need to interact with their customers
in diverse languages.

Brightware 2001 is the first in the industry to build its collaborative eCRM suite on a non-proprietary Internet-centric platform and to apply J2EE(tm) standards across its applications. The suite thus reduces cost of ownership by eliminating the need for frequent technology updates and ensures that eCustomer interactions are supported by Java-based applications across every online touchpoint. "In today's Internet economy, you need both robustness and agility: you must be able to process high customer volume while flexibly responding to a variety of changing needs. At BEA, we call this `future-proofing'," said Matt Green, senior vice president of worldwide operations for BEA. "By incorporating the market-leading BEA Weblogic Server(tm) in its framework, Brightware has strengthened its offerings to e-businesses. Now Brightware can meet the high-performance challenge, easily integrate with existing infrastructure through open standards, and more effectively deliver an exceptional online experience."

"eBusinesses are tiring of the integration challenge and increasing pressure on vendors to deliver E-CRM suites that include e-sales, e-marketing, e-service, e-commerce and content," said Donna Fluss, VP and Research Director of CRM at Gartner. "The scalability requirements of the web and the need for more open and integratable solutions is challenging many of the existing applications in this market. The underlying application development language, architecture and processing server are differentiators in the emerging e-CRM suites."

About Brightware

Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. The complete and integrated Java* -based product suite includes Web, Email and Live Assistance solutions, plus analytics and eMarketing for closed-loop, insight-driven interactions with eCustomers. Using Brightware, eBusinesses can dramatically increase eService levels, eSales revenues, and eMarketing effectiveness while simultaneously reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at http://www.brightware.com or call [phone].

Brightware is a registered trademark of Brightware, Inc.