eAssist.com Selects Viador E-Portal Suite

Viador Inc, a enterprise portal company, and eAssist.com, a specialist in interactive customer support and electronic assistance, announced that eAssist.com will be using Viador's E-Portal Suite to provide its business customers with a Web-based capability to analyze end-user experiences while on their Websites. eAssist.com manages, facilitates and creates effective ebusiness interactions over the Internet for dot.coms and traditional brick-andmortar companies by providing electronic assistance to support their needs. By using the Viador E-Portal Suite, eAssist.com can offer its customers the ability to view, analyze and report on information that is aggregated about their customers' inquiries to better help them manage their customers' experiences.

Through a wide array of customer service offerings including e-mail, chat and voice over IP (VoIP), eAssist.com manages customer interactions for their customers. With the Viador E-Portal Suite, eAssist.com integrates data on customer interactions into a knowledge database that gives customer service personnel instant access to all communications between each customer and the company.

The Viador E-Portal Suite allows eAssist.com to gather information from both structured and unstructured sources and supply their customers with important customer service information or reports generated from the accumulated data of all visitor inquiries to that customers' Websites. These reports, as well as those created by the customers themselves, will be generated and accessed through Viador's portal, and provide value-added insight into important issues, such as the total number of requests for customer service. These reports include valuable information, including when the inquiry occurred, the types of problems or questions that were posed, how much time customers spend holding for live customer service, and the channels of communication used most often to contact the customer service agents.

"Customer service is a growing need for online users. We are working with leading Internet companies to convert dial tone to Web tone and provide them with a complete customer service solution," said Dan Plashkes, president and CEO of eAssist.com. "With eAssist.com and Viador, our customers can provide a high level of customer service, get access to and generate reports from aggregated data about their customer's experiences, and then analyze the information, all via a Web browser. Our customers can expect better customer care and greater revenues as a result."

One company using the eAssist solution is Equipp.com, the Internet's first Website dedicated to serving machine tool and manufacturing industries worldwide. Equipp.com provides a secured marketplace that connects buyers and sellers of new and used machine tools and accessories, and delivers the end-to-end services needed to finance, ship, rig, install and service the equipment purchased.

With eAssist, Equipp.com's customers can be directly routed to its customer service representatives or find instantaneous answers to questions without the frustration of waiting for an emailed request to be returned. "If we couldn't respond to our customers and sellers in real-time, we would run the risk of losing their business for good," said Lisa Muzyk, director of customer service at Equipp.com. "With eAssist, we can rest assured that our customers are getting around-the-clock service at the professional level we strive for."

"As eAssist.com continues to gain customers, its Viador-based B2B customer care portal will provide the company with secure, personalized access to the business information needed to analyze customer behavior and make the necessary adjustments to its Web sites," said Stan Wang, president and CEO of Viador. "We look forward to working with eAssist.com to provide its customers with a better way to conduct customer service over the Web."

About eAssist.com Inc

eAssist.com is a specialist in interactive e-customer support, providing seamless electronic assistance via the Web. eAssist.com can provide its services under three different business models: hosted, full outsourced or a hybrid of the two, depending on client need. eAssist.com has evolved as an interactive Web center incorporating e-mail, chat and voice over IP (VoIP) for delivering effective, easy-to-use customer support along with managing an intelligence knowledge that captures online transactions and facilitates expert analysis of customer information. The company then applies this information for creating direct marketing campaigns for turning visitors into customers and customers into repeat buyers.

The Viador E-Portal Suite

Designed for Global 1000 corporations and any company wanting to become an ebusiness, the Viador E-Portal Suite enterprise portal enables users to securely search, access and distribute business information, from any information source, including databases, documents and the World Wide Web. Viador presents a single, personalized, "portal-like" view to all of this information and delivers a comprehensive set of user capabilities on the Web -- all built on one open, integrated architecture that can be adapted to meet the individual needs of each enterprise. The Viador solution combines the best of knowledge management, database access and reporting to provide the capabilities that companies need most to implement a complete and extendable enterprise portal.

About Viador Inc

Viador Inc is a leading developer of enterprise portals that help corporations leverage their information and technology assets to gain business advantages. Viador and its Viador E-Portal Suite solution have already received widespread industry recognition and awards including CIO's WebBusiness 50/50, CrossRoads 2000 A-List, DCI's Excellence in Business Information, Federal Computer Week's Top 10 Companies to Watch list, IBM's Solution Showcase Award, and being named to the InfoWorld 100. Viador's innovative technology is used by customers including 3Com, Charles Schwab, Federal Aviation Administration (FAA), IBM, Lucent Technologies, Nortel Networks, Shiseido, Sprint PCS and Xerox. Viador has strategic relationships with leading consulting and ebusiness companies, including Hewlett-Packard, IBM, Deloitte Consulting, SAP and ACS. Viador is headquartered in San Mateo, Calif. For more information, call 650-685-3000 or visit the Website at www.viador.com.