Broadbase Software Enhances Award-Winning Intelligent Customer Interaction Solution With Industry-Leading E-Service Suite.

Business/Technology Editors

MENLO PARK, Calif.--(BUSINESS WIRE)--Feb. 12, 2001

Broadbase Reaches Technical Milestone by Integrating Analytics and

E-Service Products in Less Than Three Months

Broadbase Software, Inc., (NASDAQ: BBSW), the leading provider of intelligent customer interaction software, today announced the new Broadbase E-Service suite, marking the strategic integration of Broadbase's recently acquired e-service products with Broadbase's E-Service Analytics. This rapid integration has resulted in the industry's first complete intelligent eCRM solution that will increase customer loyalty and satisfaction, while reducing operating expenses and driving rapid and dramatic return on investment.

Broadbase's E-Service Analytics is now integrated seamlessly with the Broadbase E-Service suite that combines eCRM capabilities such as self-help, assisted service, e-mail management and live collaboration, using a single, intelligent platform. The powerful combination of Broadbase's rich analytics and its award-winning knowledge base technology provides e-businesses with 'intelligence' that enables highly effective customer interactions at every touch point. Leveraging the Broadbase E-Service suite, e-businesses will benefit from greater customer understanding, knowledge-base effectiveness, agent utilization and improved routing across all communication channels.

"The understanding and application of knowledge is critical to creating customer satisfaction in the new economy," said Brian Jones, analyst, CRM, of the Yankee Group. "Broadbase is executing on its vision to drive customer interactions through intelligence. Many vendors today offer either interaction capability or intelligence -- but not both. With its analytics and knowledge-base products fully integrated, Broadbase offers its customers the ability to create intelligent customer interactions across all potential touch points."

The Broadbase E-Service suite enables customers to get answers quickly, consistently, accurately and efficiently -- building customer loyalty and driving down customer service costs. By combining analytics with the suite, organizations will benefit from greater control over call center operations, improved agent productivity and utilization, optimal routing of interactions and minimized escalation that will result in improved service quality and reduced costs.

"Accomplished in record time, this integration marks a significant milestone for Broadbase and the eCRM industry as it is the first truly combined e-service and analytics product offering," said Massood Zarrabian, president of the E-Service division at Broadbase Software. "By combining proactive e-service with the power of analytics, corporations have a single, integrated solution that closes the loop between inbound and outbound customer interactions. The Broadbase E-Service suite is now the industry standard for real-time intelligent, ongoing and automated customer interactions."

National TechTeam, a leading provider of comprehensive knowledge-based technology support solutions to Fortune 500 and multi-national companies, selected the new, integrated Broadbase E-Service suite for its Web-based support portal, an integral technology component of the company's help desk support services.

"TechTeam needed a solution that would optimize customer interaction while allowing us to more effectively personalize and improve customer support operations," said Doug Tayler, TechTeam's vice president of sales and marketing. "By utilizing E-Service Analytics and the knowledge-management capabilities, TechTeam's Support Portal leverages the knowledge captured at its help desks to deliver cost effective solutions to our customers including user self-service. With the use of the Broadbase E-Service suite, TechTeam delivers highly effective, personalized, intelligent customer service 24-hours-a-day -- 7-days-a-week."

The Broadbase E-Service suite includes the following application components, built atop the leading eCRM analytical and knowledge platform:

--Broadbase E-Service Analytics - Designed to integrate tightly with all Broadbase operational CRM applications, helping organizations to drive greater customer understanding, knowledge base effectiveness, agent utilization, improved routing and more - across all communication channels. The E-Service Analytics package can also be integrated with other leading call center applications.

--Broadbase Agent Assist - Leverages a powerful knowledge base that empowers each Customer Service Representative (CSR) to emulate the behavior of the best agent, regardless of experience level, enabling each CSR to answer questions quickly, accurately, and consistently.

--Broadbase E-mail Response - Reduces e-mail volume, ensures accurate responses and helps build customer loyalty by managing, routing, and monitoring inbound e-mail responses. E-mail Response also includes direct links into Self-Service.

--Broadbase Live Collaboration - Provides visual and media-rich interaction between agents and customers over the Internet, including text chat, Web page push, brochure push and co-browsing.

--Broadbase Self-Service - Builds customer loyalty, drives down costs, and emulates the behavior of a company's best CSR, providing automated assistance to quickly and easily guide customers, partners and employees to the answers they need using their Web browser 

--Broadbase E-Service Portal - Drives customer loyalty and repeat purchase through a personal home page for customers and partners that includes previous service records, relevant knowledge base entries and more, all through a proactive, personalized and user-customized interface.

Pricing and Availability

The Broadbase E-Service suite will be available by the end of Q1 2001. Pricing varies according to product configuration. For more information call 800-513-8027 or visit http://www.broadbase.com.

About Broadbase

Broadbase Software is the leading provider of customer-focused analytic, marketing automation and e-service software applications that analyze customer data from multiple touch points, and use that information to execute marketing campaigns, improve online merchandizing and content, increase site stickiness and personalize all customer interactions. Broadbase has provided critical e-commerce infrastructure to more than 500 customers, including ADP, BEA Systems, Cisco Systems, Compaq Computers Ltd., Credit Suisse, Eddie Bauer, EDS, Fidelity Investments, Hewlett Packard, Kodak, Palm Computing, Polycom, United Airlines and Verizon. Headquartered in Menlo Park, CA, Broadbase has a rapidly growing global presence with locations throughout North America, Europe and Asia.

"Safe Harbor" Statement Under the Private Securities Litigation Reform Act of 1995:

Information in this release that involves Broadbase's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934, which involve risk and uncertainties. All forward-looking statements included in this release are based upon information available to Broadbase as of the date of this release, and Broadbase assumes no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from Broadbase's current expectations. Factors which could cause or contribute to such differences include, but are not limited to, lack of market acceptance of the combined company's products or services; inability to integrate existing products and services within budget and on schedule, and develop new integrated products and services on a timely basis; inability by Broadbase or Servicesoft to successfully cross-sell their products and services to each other's customers; introduction of new products or services by competitors; and inability to attract and retain qualified employees. These and other factors and risks associated with Broadbase's business are discussed in Broadbase's recent filings with the Securities and Exchange Commission ("SEC"), including its quarterly report on Form 10-Q filed on November 13, 2000.

Broadbase is a trademark of Broadbase Software, Inc. All other product and company names may be trademarks of their respective companies.