For Immediate Release AT&T Wireless, Canon & Sharp Select KnowledgeBase Solutions for Web-Based Customer SupportLOS ANGELES, May 20, 2002 : KnowledgeBase Solutions Inc., a leading provider of web-based knowledge management applications, today announced that AT&T Wireless, (NYSE:AWE) Canon U.S.A., Inc. (NYSE:CAJ) and Sharp Systems of America have each deployed KnowledgeBase.net v2.6 to increase customer support efficiencies with online knowledge base centers. AT&T Wireless, Canon U.S.A. and Sharp Systems of America are using KnowledgeBase.net to increase their support organizations' efficiencies with online technology that empowers customer and technical support representatives and helps desk agents and customer end-users with immediate answers from a feature-rich knowledge base. By directly accessing KnowledgeBase.net, customer end-users can find the answers they seek via an easy-to-use self-serve help tool, reducing the level of costly, in-bound phone calls, e-mails and chat sessions. "We're here to help companies pool their knowledge for the benefit of those who need it most -- be they support representatives, customer end-users or both," said Alex Kazerani, CEO of KnowledgeBase Solutions Inc. "It's clear that more companies are recognizing the immediate value of a knowledge base and once they make this decision they turn to us for quick turnaround and measurable ROI." For AT&T Wireless, KnowledgeBase.net hosted edition is an internal tool used to support the Virtual Channel Sales Team of 250 support representatives in three remote call centers, which historically has fielded about 170,000 phone calls per month. By creating an online knowledge base the entire Virtual Channel Sales Team can access up-to-the-minute product information, providing answers to customer questions with less wait time and reduced "call backs," increasing customer satisfaction and reducing operational costs. "KnowledgeBase.net provides my support representatives with the information they need to respond to in-bound customer queries," says Patrick Moody, Virtual Channel Operations Manager, AT&T Wireless. "We've already reduced call backs by 25% with no upfront investment or added personnel." Canon U.S.A. is deploying a password protected KnowledgeBase.net with technical service and operating details of its world-class home and office electronic products. Canon's customer service representatives and licensed dealers can access the knowledge base always up-to-date with new information for all the company's products. Canon will also be using KnowledgeBase.net to provide a "download center" where service representatives and dealers will be able to find and download software drivers for its entire line of hardware devices. "With so many products under one umbrella, it's crucial that our service reps and dealers have access to all of the information they need to help service their customers," says Brian Wrage, assistant director, systems technical support, Systems & Technical Support Division, Canon U.S.A., Inc. "Delivering accessible information means more efficiency and happier customers." For Sharp, KnowledgeBase.net is delivering timely and cost effective online customer service by providing customers with a one-stop knowledge center for its LCD monitors and notebooks. Customers can quickly find accurate information on everything from general usage questions to driver and software updates. The online knowledge base is accessible to the public on www.sharpsystems.com. "Customers are happy to find their own answers, in many cases, which has alleviated the number of calls our support team has to handle," says Craig Rittenhouse, Sharp's vice president of marketing and operations. "With a rapid turn around time, we had the solution up in no time and noticed a decrease in call volume within the first month." About KnowledgeBase Solutions, Inc. KnowledgeBase Solutions Inc. is a leading provider of hosted and on-site knowledge management solutions that help unlock the power of a company's knowledge as a means to improve their efficiency, competency and profitability. KnowledgeBase.net, the company's flagship product, is a feature-rich knowledge base application that provides the ideal environment for companies to quickly and cost-effectively create a company-wide knowledge base to store and index documents and accurately search answers to end-user questions. KnowledgeBase.net is easy to use, costs a fraction of traditional knowledge management applications and easily integrates with legacy CRM software. KnowledgeBase Solutions Inc. is a privately held company headquartered in Los Angeles, CA.
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