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February 7, 1999

NETDIALOG CLAIMS EARLY SUCCESS IN WEB CUSTOMER SUPPORT

By CBR Staff Writer

NetDialog Inc, the San Mateo-based customer management company has secured what it describes as five bellwether accounts in its first two months of general availability for its ICare software, including fiber channel switch company Brocade Communications Inc and IntraWare, the internet software and information company. There are three other larger accounts, promises VP marketing Bill Bondurant, but he cannot name them just yet. ICare monitors users’ activity on web sites and intervenes by providing on- screen help boxes into which the users types requests for information. There are levels of support from self-service through to a conversation with a live agent (09/18/98). The firm has also signed Aspect Telecommunications and is demonstrating integration with its CTI system at an online customer management show this week. Bondurant said the company is going to port its NT-only software to Solaris at some point and is talking to Hewlett-Packard Co about doing the same for HP-UX, though there’s no commitment to do that yet. He adds that the company is geared up for the expected voice-over-IP explosion at some point in the near future and is ready to support that transport mechanism as soon as there is sufficient volume. The company has recently added Mike West, former president and COO of Octel Communications Corp and KB Chandrasekhar, co-founder and chairman of Exodus Communications to its board.

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