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.”

Oncontact Software Receives Top 15 Award for Eighth Consecutive Year

CEDARBURG, WIS & BETHESDA, MD. (February 27, 2006) – Oncontact Software, a leading provider of .NET customer relationship management (CRM) solutions for mid-market companies, announced today that both of its CRM product lines, Oncontact V and Client Management Software (CMS) have been selected by ISM Inc., Customer Relationship Management (CRM) strategic advisors, for both the Top 15 CRM Enterprise and the Top 15 Small & Medium Business Software Award for 2006. This is the eighth consecutive year that ISM has selected Oncontact Software to ISM’s Top 15. Further, this is the third consecutive year that Oncontact Software has been honored with both the Top 15 Enterprise and the Top 15 Small & Medium Business Software Award.

“The Top 15 CRM Awards, which serve as the standard for comprehensive CRM software, have evolved since 1990—when ISM began the Awards—to be the industry benchmark,” said Barton Goldenberg, founder and president of ISM. “The software industry is meeting the demands of the digital generation with self-service applications and Web-enabled CRM packages.”

Oncontact V and CMS were both chosen after intensive testing by the ISM Software Lab at its Bethesda, Maryland based headquarters. Each package was rated according to 217 s election criteria, including 110 business functions, 49 technical features, 36 implementation capabilities, 5 real time criteria and 17 user-support features.

“Oncontact Software is once again very honored to be awarded ‘Top 15′ recognition in both the Enterprise and the Small & Medium Business categories from ISM. In 2006 Oncontact Software is especially honored to achieve the rare feat of receiving this top award for both of our CRM product lines – our .NET system, Oncontact V and also our CMS product line. For eight years running, Oncontact Software has demonstrated our continued commitment and leadership in the CRM marketplace,” said Jon Zimmerman, president of Oncontact Software.

“Oncontact Software is to be praised for obtaining the Top 15 honor as ISM’s software selection process is strenuous and comprehensive,” said Goldenberg. “Oncontact Software is among the leaders of the CRM industry.”

The Top 15 selections are featured in ISM’s 14th edition of The Guide to CRM Automation and in a Top 15 CD available at ( www.ismguide.com).