Broad Daylight Introduces Multi-Lingual eService Software; New Application Eases Global Customer Service and Support.

Business Editors

SANTA CLARA, Calif.--(BUSINESS WIRE)--Dec. 11, 2002

Broad Daylight, Inc., today announced the release of international versions of its Web-based customer service software. The company's flagship eService suite, Broad Mind, is now available in 15 European and Asian languages, allowing companies to provide cost-effective online service to a global audience.

According to Nielsen//NetRatings, 70% of Internet users now reside outside the United States.(1) To address these users, companies must make their customer service offerings available in multiple languages. The international editions of Broad Mind do exactly that by enabling users to ask questions, get answers, search for product information, and rate their customer service experience -- all in their native languages.

The new multi-lingual version of Broad Mind extends beyond localization of the product interface. It is designed to provide comprehensive self-service, search, and knowledge management capabilities anywhere on a company's Web site or intranet.

Broad Daylight is also the first eService vendor to offer a translation workflow engine to streamline the localization of content for the global marketplace.

Asian and European Languages Supported

Broad Mind is now available in the following 15 language and dialect "language packs", both single-byte and double-byte character sets: Chinese (Simplified), Chinese (Traditional), Dutch, English (American), English (British), French (Canadian), French (European), German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, and Vietnamese.

The technology is written in pure Unicode, which is, according to Gartner's Vice President Nick Jones, "a key standard for organizations delivering global applications or conducting global e-business."

International eService Capabilities provide Maximum Flexibility

Each international version of Broad Mind includes professionally translated and localized versions of the self-service interface, along with a rich collection of "objects" to extend and customize the deployment. Broad Mind objects can be plugged into a company's Web sites or CRM systems to provide advanced self-service and knowledge management capabilities. This enables companies to choose which functions they wish to deploy, and where.

For example, with Broad Mind Spanish edition language pack, any company can provide localized service capabilities in the customer service section of their Web site by adding the "Search" / "Ask" objects to an online product catalog. Spanish-speaking customers have the ability to search for answer as they shop online.

Translation Workflow Engine Streamlines Localization of Content

Translating content has traditionally been a cumbersome, costly, and time-consuming task for corporations with an online presence in different parts of the world. To address this challenge, Broad Daylight provides an optional Translation Workflow Engine in partnership with World Lingo, Inc., www.WorldLingo.com), a leading provider of content localization services.

The Translation Workflow Engine reduces costs and eliminates translation headaches by providing a highly efficient process for requesting, translating, submitting, tracking, reviewing, publishing, and evaluating answers to customers' new questions in different languages.

Broad Daylight partnered with World Lingo to provide its customers with further cost reduction in professional human translation. The Translation Workflow Engine integrates technologies such as a 'Translation Suggestion' tool that uses Machine Translation, Translation Memory Assets, Glossaries and Custom Dictionaries in a self-learning environment. The 'Translation Suggestion' feature reduces costs by making it possible to re-use existing translations for fresh content.

(1) Source: Nielson//NetRatings, 2002 Global Internet Trends Report. Nielsen//NetRatings is a service partnership between Nielsen Media Research, ACNielsen, and NetRatings, Inc.

About Broad Daylight

Broad Daylight is a customer relationship management (CRM) software developer that provides enterprise self-service and knowledge management solutions. The company's eService software reduces customer support costs, while capturing and retaining corporate knowledge. Companies using Broad Daylight are able to answer questions on the Web at a much lower cost-per-contact than email or phone support. Customers include: Cisco Systems, Deluxe Corp., Eastman Kodak Company, Hilton Hotels, Tyco International, and the U.S. Securities and Exchange Commission.

Broad Daylight, Inc., is headquartered in Santa Clara, Calif., and is on the Web at: www.broaddaylight.com.