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3Com, BrightArrow Technologies form partnership to deliver business comms solutions

Partnership helps 3Com customer mprove employees` telephone productivity and customer care operations.

Johannesburg, 12 Aug 2003

3Com Corporation and BrightArrow Technologies, Inc today announced their mutual agreement to form a partnership targeted at improving enterprise companies` customer care operations and their employees` productivity. This partnership is designed to co-market integrated Internet protocol (IP) telephony hardware and software applications to enterprises of varying sizes.

Under terms of the agreement, BrightArrow`s ExecutiveAssistant and Call Recording and Monitoring software will be sold alongside 3Com NBX Networked Telephony Solutions by 3Com and its authorised voice partners.

BrightArrow`s ExecutiveAssistant is a timesaving application that adds cost-effective speech-recognition, find me/follow me and speech-dialling features to NBX solutions. BrightArrow`s Call Recording and Monitoring allows users to record any inbound, outbound and extension-to-extension calls and monitor phone conversations, respectively, from a 3Com NBX IP telephony system.

3Com`s award-winning NBX solution delivers a robust call-processing feature set coupled with a suite of IP telephony applications. Designed for central or branch offices with two to more than 1 000 phones per location, it features fourth-generation 3Com NBX (R4.1) system software that simplifies third-party applications` integration and offers extensive multisite IP connectivity options.

"Enterprise customers have told us time and time again they need a faster, friendlier, and more efficient way to handle their call routing whether they are in their offices or not," said David Chu, executive director of product management, 3Com. "The combination of 3Com and BrightArrow offers a full, plug-and-play package for businesses wanting to improve their communications infrastructure."

"3Com`s vision to provide an open architecture phone system over IP has reached culmination with the addition of BrightArrow`s enhancements, becoming an exceptional value and feature combination," said Raymond Bily, CEO of BrightArrow Technologies. "If you have ExecutiveAssistant and an NBX system, your most important callers are identified by voice so they can be directed to the right person at the right time. No partnership in communications is more focused toward helping virtually every business improve bottom line results by delivering unprecedented customer experience."

Financing and banking by phone

Enterprises are taking advantage of the ease of use and efficiencies of 3Com`s IP telephony solutions and BrightArrow`s Windows-based client-server software for enhancing telephone productivity. Financial Dominion Leasing Corp, a Seattle, Washington-based equipment leasing and financing services company, has taken IP telephony a step further by adding BrightArrow`s ExecutiveAssistant and Call Recording to its standards-based 3Com NBX system.

Financial Dominion was struggling to handle incoming calls from more than 32 sales representatives stationed around the world among five employees. Once BrightArrow`s ExecutiveAssistant software was installed, Financial Dominion Owner BG Clarke noticed a dramatic improvement in his and other employees` productivity.

"One of the biggest benefits of voice recognition is the ability to say a person`s name and be immediately connected to them," said Clarke. "By the same token it allows me to better manage the incoming calls so that I can accept higher priority ones or tell a caller that I`m in a meeting."

Clarke owns and operates three other companies from one location. 3Com presented to Clarke a combination of 3Com NBX 100 Communications System and BrightArrow`s ExecutiveAssistant software that allows him to direct incoming calls to the most appropriate person including his wife who runs their banking business. Customers simply say the name of the person they want to reach and ExecutiveAssistant automatically connects them to Clarke and his employees.

BrightArrow`s Call Recording allows Clarke to record conversations while on the road when processing a customer`s application. "When travelling I can now transfer a call to my wireless phone and ask all the necessary questions of a customer and capture it for a permanent record," said Clarke. "In the past, I would have played phone tag with the customer and many times lost an opportunity to close a deal."

Product availability

The BrightArrow ExecutiveAssistant and BrightArrow Call Recording & Monitoring base packages and software licences are available today by contacting a 3Com voice authorised partner. Individual software licences can be purchased for basic, advanced and supervisor levels. To experience the software or for additional information, contact Christopher Kunath at BrightArrow at 425-558-2100.

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3Com

3Com is a tier-one provider of innovative, practical and high-value voice and data networking products, services and solutions for enterprises of all sizes and public sector organisations. For further information, please visit www.3com.com, or the press site www.3com.com/pressbox.

BrightArrow Technologies

Founded in 1997, BrightArrow Technologies is a leader in call management software for small and medium-sized business telephone systems. Its solutions integrate your business contact information with your telephone system and wireless telephones, delivering the latest in speech recognition and IP connectivity. BrightArrow`s products are sold through value-added resellers throughout the world.

Editorial contacts

Shelly Cook
Howard Mellet & Associates
(011) 463 4611
shelly@hmcom.co.za