5 Minute Guide to Business Software

Iomega Delivers Exceptional Customer Experiences Worldwide with RightNow-Based Global Contact Center Environment

Tight Integration of Front-Line Communication Channels and Back-End Systems Enables “Knowledge at the Point of Action”

Bozeman, MT (May 17, 2006) — RightNow(R) Technologies (NASDAQ: RNOW), today announced that Iomega Corporation (NYSE: IOM) has leveraged RightNow’s technology to deliver a superior customer experience on a global basis across all communication channels. By doing so, the storage solutions leader is optimizing customer retention, strengthening its premium brand identity and establishing a critical competitive advantage in a competitive marketplace. Iomega is also reducing operational costs by more efficiently addressing its customers’ service-and-support requirements.

RightNow is enabling Iomega to achieve all these benefits by delivering “knowledge at the point of action” in 11 languages to customers, dealers and Iomega staff via phone, email, chat and web self-service. This knowledge includes all essential data from Iomega’s key back-end systems—including the company’s customer database, return merchandise authorization (RMA) system, product database, product catalog, warranty management application, and credit card authorization system—as well as a wealth of accurate, up-to-date information that is maintained using RightNow’s own acclaimed knowledge base management technology.

By making all of this knowledge instantly available wherever and whenever it is needed anywhere in the world at any communication “touchpoint,” RightNow enables Iomega to quickly and cost-efficiently respond to its customers’ needs and provide a highly personalized service experience.

“RightNow rapidly enabled us to meet our ambitious goals for both our customers’ quality-of-experience and the efficiency of our support processes,” Mike Nikzad, Iomega’s vice president of operations and customer satisfaction, said. “It has proven to be the optimal solution for our very challenging business objectives.”

RightNow’s fully web-based on demand delivery model facilitates distribution of knowledge and application functionality to Iomega facilities and partners around the world—without requiring the company to build and manage costly wide area network (WAN) infrastructure. RightNow’s SmartHosting™ architecture also enables Iomega’s customer relations team to easily administer its multi-channel, multi-language worldwide contact center environment without assistance from IT.

Iomega received support in its implementation and integration work by RightNow Professional Services, which completed the full scope of its engagement on time and within budget.

“To effectively address the customer experience challenges of a global market leader like Iomega, you have to bring tremendous depth of expertise and skills to the table—in addition to providing world-class technology that’s well aligned with their business requirements,” Peter Dunning, president of field operations at RightNow, said. “RightNow is the only on demand vendor currently capable of providing this unique combination of world-class customer experience management technology and world-class professional services.”

Robust reporting, easy customization, continuous innovation just some benefits of switching to Parature

MCLEAN, VA – May 23, 2006 - Parature, provider of award-winning, on demand customer support software, announced today that the company is offering current Talisma customers free data migration and professional services set-up when switching to Parature’s Customer Support Solution. Organizations seeking support software that can be customized to their specific needs, includes powerful reporting, and is supported by a professional services team who care about their success should take advantage of this offer.

Talisma customers would benefit from Parature’s highly customizable and easy-to-use customer service software that enables companies to configure the solution to their specific business processes and workflows. No technical skills are required for customization, so support administrators can adjust the software themselves instead of relying on their IT departments or a professional services team.

As a hosted customer support software solution, Parature delivers innovative technology for customer service management right from the web through any browser. This award-winning customer support solution enables organizations to provide seamless customer service across all channels – including phone, email and the web. Whether an organization needs service management to track projects, a knowledge base to answer commonly asked questions, or reports to analyze metrics, Parature is comprised of a number of integrated modules to meet business needs. These hosted customer support and management software solutions are customizable to unique business needs, fast to deploy, and quick to show results.

Robust reporting capabilities are a key differentiator for Parature, as the company recognizes the need for support organizations to keep close tabs on many different areas without spending time aggregating and analyzing information. The reporting included in Parature’s customer service software reaches across the entire solution platform, enabling support personnel to quickly create custom reports analyzing any information in the system using the simple drag-and-drop technology to choose parameters. Reports can be in raw data formats or in 15 different graphical formats, as well as exported with the click of a button to Microsoft Excel.

“We believe that clients who switch to Parature will benefit from our continuous innovation, which comes mostly from listening closely to our client’s suggestions and implementing them as new features,” said Duke Chung, CEO, Parature. “Built in a .NET platform, we are able to quickly rollout new features on a quarterly basis to our client base. We’re consistently focused on bringing added value to our clients and their end users, and we put a ton of effort behind ensuring our client’s success both online through ParaUnity, our online user community, or offline through our Professional Services team and local user groups.”

To learn more about the free data migration and set-up offer for Talisma customers, please visit www.parature.com/landing/talisma