DIRECTV Broadband, Inc. and eAssist Global Solutions Implement Cutting-Edge Customer Relationship Management System for DSL Customers.

Business Editors/High-Tech Writers

CUPERTINO, Calif. & SAN DIEGO--(BUSINESS WIRE)--Aug. 13, 2001

DIRECTV Broadband, Inc., a leading nationwide provider of residential broadband services, announced today the successful implementation of a new customer service solution that will greatly enhance the customer relationship management (CRM) for the nationwide DSL provider. The company implemented the new service solution in partnership with eAssist Global Solutions, the premier provider of CRM customer care solutions that cost-effectively enable an optimized customer experience. DIRECTV Broadband, Inc., formerly Telocity, is a subsidiary of Hughes Electronics Corp. (NYSE:GMH).

The innovative CRM system embodies the latest technology, creating a 360-degree view of all DIRECTV DSL(TM) customers for all customer care functions, interactions and service history. All of this information is tracked in one comprehensive automated environment and accessible to customer care representatives in seconds. The CRM system acts as the single point of entry for all customer service agents to coordinate with last-mile providers that provide the DSL line to the home; coordinate billing; schedule inside wiring appointments; manage the shipment of the company's award-winning gateway; and recognize, automatically, when new customers install their gateway.

"DIRECTV Broadband, Inc. makes ordering DSL seamless for the customer. But, to reduce installation times for the customer, we need to manage multiple vendors in disparate locations," said Vicki Foshee, senior vice president of service delivery and support for DIRECTV Broadband, Inc. "Until now, much of this has been coordinated through a phone-intensive customer service department. Upgrading our online Customer Relationship Management tools will allow us to dramatically improve the experience our customers have when installing our service or when they experience a problem."

"This new solution will enable us to share accurate and real time customer information on a comprehensive automated platform. We are well positioned for our aggressive growth plan for 2001 and beyond," added Foshee.

The new eAssist CRM customer care solution is fully automated and includes a multimedia intelligent queuing engine that intelligently routes email, chat and telephony to multi-functional agents with a consistent set of parameters that take into account type of requests and priority. When the appropriate service agent is connected with the customer, the agent knows exactly why the customer is calling and the quickest way to achieve resolution. DIRECTV Broadband, Inc. selected eAssist because of its proven track record, its customer care center domain expertise, and its hosted-anywhere ASP service model that enabled fast implementation without capital service costs.

"DIRECTV Broadband, Inc.'s distinctive customer service solution will significantly sharpen their competitive edge and work toward enhancing customer loyalty and creating an overall positive customer experience," said Dan Plashkes, CEO of eAssist. "DIRECTV Broadband, Inc.'s previous system of customer relationship management was order centric rather than customer centric. In this competitive environment, world-class customer service is the key. The successful implementation of the eAssist solution at DIRECTV Broadband, Inc. proves they did not need scores of consultants or months of precious time to build a robust technology foundation for excellence in customer service."

About DIRECTV Broadband, Inc.

DIRECTV Broadband, Inc. is a leading nationwide provider of broadband services for the home. DIRECTV Broadband, Inc. provides its customers with the DIRECTV DSL(TM) service, which improves the dial-up experience through faster and reliable services that enhance Internet surfing, shopping and communications. The company's award-winning gateway has been designed to enable secure telecommuting, home networking, home monitoring and automation, voice bundling and entertainment services. DIRECTV Broadband, Inc. was formerly known as Telocity, and was acquired in April 2001 by HUGHES (NYSE:GMH). HUGHES, which also owns DIRECTV, Inc., is the country's first provider to offer on a national basis a portfolio of consumer entertainment and information services that includes digital multi-channel television, and wired and satellite broadband Internet access. Learn more about DIRECTV Broadband, Inc. and its DIRECTV DSL(TM) service offering at www.DIRECTVDSL.com.

About eAssist Global Solutions, Inc.

eAssist is a leading provider of CRM customer care solutions. eAssist allows companies to provide the best possible customer service by ensuring that every customer interaction -- whether proactive or reactive -- provides a positive experience that results in extending the customer relationship and maximizing customer lifetime value. eAssist's subscription-based solutions allow organizations of all sizes to dramatically strengthen relationships with their customers, while substantially reducing inefficiencies and streamlining the entire customer interaction process. The company is headquartered in San Diego, Calif., with offices in across the United States, Toronto and London. For more information, visit www.eassist.com.

Note to Editors: DIRECTV, the Cyclone Design logo and DIRECTV DSL are trademarks of DIRECTV, Inc. All other trademarks belong to their respective owners.

This release contains forward-looking statements, which are subject to risks and uncertainties, including but not limited to risks associated with the development of new business concepts. Additional discussion of factors that could cause actual results to differ materially from management's projections, forecasts, estimates and expectations is contained in the company's SEC filings.