FaceTime Communications and Ask Jeeves Partner to Provide Instant Messaging Based Customer Service for Enterprise Business Customers

FaceTime Communications Enters Into Strategic Partnership With Ask Jeeves

To Offer Combination of Self-Service and Live Assistance Capabilities

To Its Enterprise Customers



Apr 18, 2001, 01:00 ET from FaceTime Communications

    FOSTER CITY, Calif., April 18 /PRNewswire/ -- FaceTime Communications, the
 premier provider of instant messaging for businesses, and
 Ask Jeeves, Inc.(R) (Nasdaq:   ASKJ), a leading provider of natural language
 navigation and business intelligence systems, today announced a strategic
 partnership to deliver instant messaging-based customer service to its
 enterprise users. The result will be a combination of self-service and
 live-assistance capabilities for large enterprise customer care organizations.
     The partnership aligns FaceTime's strength in resolving time-sensitive
 business problems with instant messaging technology, and Ask Jeeves' solid
 reputation for delivering powerful, natural language and popularity-based
 search technology. Companies that choose the combined offering from Ask Jeeves
 and FaceTime will benefit from an advanced self-service/live-service solution
 that large enterprises both need and require.
     "Ask Jeeves is partnering with FaceTime because we believe our corporate
 customer base of companies such as Dell, Ford, Nike and Nextel, may in the
 future want to complement the self-service and customer intelligence
 capabilities we offer with the live assistance that FaceTime provides," said
 Claudio Pinkus, president of Ask Jeeves Business Solutions. "Both Ask Jeeves
 and FaceTime have strong reputations for providing customers with functional,
 scalable and reliable technology. This partnership enables us to leverage each
 others' strengths and provide complementary services to companies focused on
 the customer experience."
     FaceTime's instant messaging solutions will work with Ask Jeeves
 self-service question answering systems to escalate customers to live,
 real-person assistance when they need it. By offering users live help at
 critical moments in the e-commerce and e-support cycles, the combined
 technologies will help corporations improve look-to-book ratios, reduce
 support costs and improve customer loyalty.
     "This new partnership is ideal for both companies. Ask Jeeves is the
 leader in enterprise knowledge management solutions, which FaceTime's customer
 base can easily add to their business. And when time sensitivity in problem
 resolution is critical to Ask Jeeves' customers, FaceTime's instant messaging
 technology provides immediate escalation management to the right human at the
 right time," said Glen Vondrick, CEO of FaceTime Communications. "In this
 marketplace, the combination of offerings from companies such as ours provides
 customers with true best-of-breed technology and exceptional business value."
     Ask Jeeves and FaceTime will work closely together to provide a seamless
 transition for Ask Jeeves' corporate customers from Jeeves Live, which the
 company has discontinued, to FaceTime's instant messaging technology. Ask
 Jeeves' partnership with FaceTime is part of its strategy to deliver best of
 breed natural language navigation and business intelligence systems while
 continuing to offer corporations customer escalation technologies.
     Instant messaging is the fastest growing communications channel in
 history. According to IDC, by 2004, over 400M clients will be using instant
 messaging to generate 2 trillion instant messages between consumers and
 businesses. Global 2000 contact center CRM budgets are predicted to be over
 $12 billion. In addition, Forrester Research estimates that the average cost
 of a phone call to a contact center costs a business approximately $33 per
 call, whereas an instant messaging session costs about $7.33 per session.
 Instant messaging creates tremendous opportunities for Global 2000 businesses,
 and FaceTime is positioned to help their partners and customers capitalize on
 this opportunity.
 
     About Ask Jeeves
     Ask Jeeves is a leading provider of intuitive, intelligent question
 answering technologies and services. Ask Jeeves' solutions enable companies to
 convert online shoppers to buyers, reduce support costs, understand customer
 preferences and improve customer retention. Ask Jeeves also syndicates its
 solutions to portals, infomediaries, and content and destination sites to help
 companies increase e-commerce and advertising revenue. Ask Jeeves deploys its
 solutions on Ask Jeeves at Ask.com, Ask Jeeves for Kids at AJKids.com and
 DirectHit.com, to help companies target and acquire qualified prospects online
 and to provide consumers with real-time access to information, products and
 services. For more information, visit http://www.Ask.com or call 510-985-7400.
 
     About FaceTime Communications
     FaceTime Communications is the leading supplier of instant messaging (IM)
 applications for enterprise businesses. The Company's robust communications
 server establishes real-time connections between appropriate live resources
 and customers for time-sensitive business problem resolution. Comprised of
 world-class technology, FaceTime's Instant Message Director leverages
 interoperability with consumer IM networks such as AOL, Microsoft, and Yahoo!
 to increase efficiencies in contact center and distributed agent environments.
 Customer care directors of Global 2000 companies such as Compaq, BankOne,
 Western Union, and Homestore.com rely on FaceTime's technology to help manage
 communication traffic on customer Internets, intranets, and extranets. The
 result is a communications channel that improves customer service and reduces
 the costs that are traditionally associated with large, multi-level contact
 centers. Headquartered in Foster City, CA, FaceTime can be reached at
 www.facetime.com or via IM screen name FaceTimeLive.
 
 

SOURCE FaceTime Communications
    FOSTER CITY, Calif., April 18 /PRNewswire/ -- FaceTime Communications, the
 premier provider of instant messaging for businesses, and
 Ask Jeeves, Inc.(R) (Nasdaq:   ASKJ), a leading provider of natural language
 navigation and business intelligence systems, today announced a strategic
 partnership to deliver instant messaging-based customer service to its
 enterprise users. The result will be a combination of self-service and
 live-assistance capabilities for large enterprise customer care organizations.
     The partnership aligns FaceTime's strength in resolving time-sensitive
 business problems with instant messaging technology, and Ask Jeeves' solid
 reputation for delivering powerful, natural language and popularity-based
 search technology. Companies that choose the combined offering from Ask Jeeves
 and FaceTime will benefit from an advanced self-service/live-service solution
 that large enterprises both need and require.
     "Ask Jeeves is partnering with FaceTime because we believe our corporate
 customer base of companies such as Dell, Ford, Nike and Nextel, may in the
 future want to complement the self-service and customer intelligence
 capabilities we offer with the live assistance that FaceTime provides," said
 Claudio Pinkus, president of Ask Jeeves Business Solutions. "Both Ask Jeeves
 and FaceTime have strong reputations for providing customers with functional,
 scalable and reliable technology. This partnership enables us to leverage each
 others' strengths and provide complementary services to companies focused on
 the customer experience."
     FaceTime's instant messaging solutions will work with Ask Jeeves
 self-service question answering systems to escalate customers to live,
 real-person assistance when they need it. By offering users live help at
 critical moments in the e-commerce and e-support cycles, the combined
 technologies will help corporations improve look-to-book ratios, reduce
 support costs and improve customer loyalty.
     "This new partnership is ideal for both companies. Ask Jeeves is the
 leader in enterprise knowledge management solutions, which FaceTime's customer
 base can easily add to their business. And when time sensitivity in problem
 resolution is critical to Ask Jeeves' customers, FaceTime's instant messaging
 technology provides immediate escalation management to the right human at the
 right time," said Glen Vondrick, CEO of FaceTime Communications. "In this
 marketplace, the combination of offerings from companies such as ours provides
 customers with true best-of-breed technology and exceptional business value."
     Ask Jeeves and FaceTime will work closely together to provide a seamless
 transition for Ask Jeeves' corporate customers from Jeeves Live, which the
 company has discontinued, to FaceTime's instant messaging technology. Ask
 Jeeves' partnership with FaceTime is part of its strategy to deliver best of
 breed natural language navigation and business intelligence systems while
 continuing to offer corporations customer escalation technologies.
     Instant messaging is the fastest growing communications channel in
 history. According to IDC, by 2004, over 400M clients will be using instant
 messaging to generate 2 trillion instant messages between consumers and
 businesses. Global 2000 contact center CRM budgets are predicted to be over
 $12 billion. In addition, Forrester Research estimates that the average cost
 of a phone call to a contact center costs a business approximately $33 per
 call, whereas an instant messaging session costs about $7.33 per session.
 Instant messaging creates tremendous opportunities for Global 2000 businesses,
 and FaceTime is positioned to help their partners and customers capitalize on
 this opportunity.
 
     About Ask Jeeves
     Ask Jeeves is a leading provider of intuitive, intelligent question
 answering technologies and services. Ask Jeeves' solutions enable companies to
 convert online shoppers to buyers, reduce support costs, understand customer
 preferences and improve customer retention. Ask Jeeves also syndicates its
 solutions to portals, infomediaries, and content and destination sites to help
 companies increase e-commerce and advertising revenue. Ask Jeeves deploys its
 solutions on Ask Jeeves at Ask.com, Ask Jeeves for Kids at AJKids.com and
 DirectHit.com, to help companies target and acquire qualified prospects online
 and to provide consumers with real-time access to information, products and
 services. For more information, visit http://www.Ask.com or call 510-985-7400.
 
     About FaceTime Communications
     FaceTime Communications is the leading supplier of instant messaging (IM)
 applications for enterprise businesses. The Company's robust communications
 server establishes real-time connections between appropriate live resources
 and customers for time-sensitive business problem resolution. Comprised of
 world-class technology, FaceTime's Instant Message Director leverages
 interoperability with consumer IM networks such as AOL, Microsoft, and Yahoo!
 to increase efficiencies in contact center and distributed agent environments.
 Customer care directors of Global 2000 companies such as Compaq, BankOne,
 Western Union, and Homestore.com rely on FaceTime's technology to help manage
 communication traffic on customer Internets, intranets, and extranets. The
 result is a communications channel that improves customer service and reduces
 the costs that are traditionally associated with large, multi-level contact
 centers. Headquartered in Foster City, CA, FaceTime can be reached at
 www.facetime.com or via IM screen name FaceTimeLive.
 
 SOURCE  FaceTime Communications