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Lotus, GWI and IBM Announce the Availability of WebHelp!, a Total Customer Service and Support Solution

Lotus, IBM and Lotus Premium Business Partner, GWI Software, Deliver Turnkey Customer Service Solution on IBM Netfinity Servers

CAMBRIDGE, MA - 22 Jul 1998: -- Lotus Development Corp., GWI Software and IBM* today announced the availability of WebHelp! on IBM Netfinity serversrunning Windows NT. This is an integrated customer service solution for customers who want to deploy Web-based customer support applications.

Lotus and IBM are working with Lotus Premium Business Partner, GWI, to deliver a complete customer service offering. GWI is a leading provider of collaborative customer service solutions. GWI's WebHelp! on IBM Netfinity servers gives customers the software, hardware, technical support and system integration services needed to quickly and cost-effectively deploy a first-class, Web-based customer service system. WebHelp! is built on Lotus Domino, a platform that enables partners and customers to deploy integrated, collaborative solutions that help turn business information into knowledge. Running on IBM Netfinity servers, the WebHelp! solution ensures enterprise-wide scalability, data integrity and reliable connectivity.

The WebHelp! and IBM Netfinity server solution addresses the needs of organizations of all sizes, including small and medium-sized businesses for whom the costs and technical barriers of deploying a tailored customer service solution may be prohibitive.

Included in this joint promotional package is GWI's WebHelp! software, a help desk and customer service application. WebHelp! is deployed and serviced by ENTEX, a nationwide consulting and services company focused on total PC management with 60 offices nationwide, through its Elite Team practice. Elite Team, ENTEX's IBM dedicated practice, is focused specifically on the delivery of Lotus Domino and Lotus' Independent Software Vendor (ISV) applications such as GWI's WebHelp!

"We saw a need in the industry to provide customers with a turnkey customer service and support solution," said Daren Nelson, president and CEO of GWI Software. "Cooperatively, we are now able to offer a complete e-business package that includes software, hardware and consulting services. We are pleased to be able to leverage the strengths of all of our organizations for the benefit of our customers."

"This solutionis an excellent example of Lotus and IBM working with Business Partners to deliver customers integrated and proven solutions that not only meet a critical business need, like providing top-notch customer service, but also eliminate the technical barriers of doing business on the Web," said Tim Dempsey, vice president, Lotus Worldwide Business Partner Program. "GWI brings unparalleled expertise in help desk and customer service and support systems. Lotus, IBM and GWI will work closely with ENTEX's Elite Team to market and support WebHelp!."

"Companies of all sizes are looking for ways to ensure long-term customer satisfaction by improving the service and support experience," said Lineene Krasnow, vice president of marketing, IBM Netfinity servers. "Combining the power, scalability and manageability of IBM Netfinity servers with the security of Domino and the functionality of GWI's WebHelp!, organizations will be able to provide fast, effective customer support, reduce the cost and complexity of providing that support, and boost the productivity of their customer service operations."

WebHelp! Delivers Customer Support Via the Web

WebHelp! version 2.5, an updated version of Help! for the Web, offers users a collaborative approach for customer support via the World Wide Web. The application provides the full range of call center features, including incident generation, routing, tracking, escalation, resolution, and reporting via the Web. Customers become participants in the support process via virtual support communities, on-line knowledge sources and electronic ticket submission.

ServerProven Program Offers Total Business Solutions

IBM teams with industry leading application providers to test a portfolio of business solutions using Netfinity servers. As a participant in the Netfinity ServerProven Program, GWI has worked closely with IBM to test, tune and validate WebHelp! for performance on select Netfinity servers to give customers proven, reliable configurations they can use confidently. The ServerProven Program enables Independent Software Vendors to pre-test their application software for compatibility on IBM Netfinity servers so that customers receive smoother installation and more reliable implementation.Pricing, Availability and System Requirements

The WebHelp! and IBM Netfinity server solution is available immediately from GWI Software with pricing beginning at $25,000. The solution includes WebHelp! version 2.5, a Lotus Domino Web server, an IBM Netfinity serverrunning Windows NT, and on-site hardware and software deployment from ENTEX.

For more information on GWI Software and WebHelp!, please contact GWI at (360) 693-6944 or visit their Web site at http://www.gwiwebhelp.com. Please also refer to GWI's July 1998 release, "GWI Delivers a Turnkey Customer Service and Support Solution."

Contact(s) information

Fred Pasche
Lois Paul & Partners
(781) 238-5700
fred_pasche@lpp.com

Elena Fernandez
Lotus Development Corp.
(617) 693-1606
elena_fernandez@lotus.com

Meryl Franzman
For GWI Software
(617) 739-1769
franzman@beyondwords.com

Michael Corrado
For IBM Netfinity servers
(914) 766-3052
corrado@us.IBM.com

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