Onyx Software Announces New Multi-Channel e-Service Offering

May 08, 01

Automated Email Response, Live Chat and Web Self-Service Provide Immediate, Relevant and Personalized Service

BELLEVUE, Wash. - Onyx Software Corporation (NASDAQ: ONXS), a leading provider of enterprise-wide customer-centric e-business solutions, today announced the addition of Onyx e-Service, including new e-mail, chat and Web self-service products, to Onyx Enterprise 2001 - Onyx`s thin-client CRM portal suite.

With the addition of these e-Service capabilities, Onyx now offers automatic and assisted email response, live chat and instant messaging, and a broad set of online self-service tools. Together these capabilities greatly strengthen an organization`s ability to provide rapid, personalized responses to customer requests across all communication channels. The suite is available immediately.

Onyx e-Service delivers intelligent automation of all electronic customer interactions, enabling companies to improve the consistency and quality of interactions and reduce customer response times. The products share an innovative knowledge management platform that uses sophisticated content parsing, natural language processing and case-based reasoning to discern the content of a customer request and propose intelligent replies; responses are both personalized and targeted at the channel favored by the customer.

Using Onyx`s standard-setting Internet-Native Architecture, Onyx e-Service instantaneously shares data from all electronic customer interactions - whether via phone, the Web, in-person, email or chat session - giving partners and internal employees a unified view of customer history. Further, data extraction tools tailored for Onyx e-Service enable companies to combine data from electronic and traditional interactions, allowing companies to leverage Onyx Business Intelligence and view blended reports across all touch points.

New e-Service capabilities include:

Onyx Email Assistance, an automated email response tool that turns email into a low-cost, high-satisfaction service and sales channel. Based on incoming message content, Onyx Email Assistance assigns priority, returns an automated response directly to the customer if desired, and routes a suggested solution to the appropriate agent for review and editing before it goes to the customer.

Onyx Web Assistance, an intelligent online self-service tool that guides customers through the process of asking questions, whether service- or sales-related. Onyx Web Assistance automatically replies to a customer`s web site questions and requests with information that most closely meets the customer`s needs and auto-escalates questions to email or live interaction as appropriate. Onyx Chat, a text-based chat, instant messaging and Web collaboration tool that enables companies to deliver information instantly to Web site visitors. With Onyx Chat, customers can ask questions in their own words and interact live with the first available and qualified service representative.

The addition of leading-edge e-Service tools to Onyx`s e-business platform defines a new standard in giving organizations the means to market, sell, and service across all the channels customers use today. "Customers are demanding electronic interaction channels blended with existing channels," said Tim Hickernell, senior program director in the META Group`s Web & Collaboration Strategies Service. "Hybrid service strategies that exploit electronic service in conjunction with other channels can reduce service cycle times, improve customer satisfaction and deepen customer relationships. Integration of electronic service into CRM applications, like Onyx e-Service, helps businesses deliver a seamless experience to their customers, regardless of the channel."

"The largest `post-Internet` challenge companies face today is integration of their existing businesses with new, electronic channels and emerging business models," said Bill Bunker, vice president of product marketing for Onyx Software. "The combination of Onyx`s Internet-native architecture and our new e-Service capabilities furthers our commitment to give companies a single solution that combines data from Web-based channels with traditional channels, providing companies with a single, unified view of the customer. This comprehensive, shared view of the customer is a key to improving organizations` customer service levels and sales effectiveness."

About Onyx Software

Onyx Software Corp. (NASDAQ: ONXS) is a global supplier of customer-centric e-business enterprise applications that power a company`s entire business world, connecting sales, marketing and service organizations with customers and partners. Onyx products deliver the critical functionality needed to attract, acquire and retain partners and customers across all channels and touch points providing the flexibility, reliability and scalability needed to realize a high return on investment and forge a competitive advantage in today`s marketplace. Onyx offers the comprehensive mix of technology, strategic services and implementation support to deliver enterprise business value through a branded, seamless customer experience. Onyx customers include American Express, Broadwing, Commerce One, Credit Suisse, Dreyfus, FirstWorld Communications, Portland Trail Blazers, Prudential Investments and Sierra Health Services. Get more information at 888.275.6699, info@onyx.com or www.onyx.com.

This press release contains forward-looking statements. Forward-looking statements are based on the opinions and estimates of management at the time of the statements are made and are subject to risks and uncertainties that could cause actual results to differ materially from those anticipated in the forward-looking statements. The words "believe," "expect," "intend," "anticipate," variations of such words, and similar expressions identify forward-looking statements, but their absence does not mean that the statement is not forward-looking. These statements are not guarantees of future performance and are subject to risks, uncertainties and assumptions that are difficult to predict. Factors that could affect Onyx`s actual results include, but are not limited to, the "Important Factors That May Affect Our Business, Our Results of Operations and Our Stock Price" described in our annual report on form 10-K for the year ending December 31, 2000. Readers are cautioned not to place undue reliance upon these forward-looking statements that speak only as to the date of this release. Neither Onyx nor Encompys undertake any obligation to update publicly any forward-looking statements to reflect new information, events or circumstances after the date of this release or to reflect the occurrence of unanticipated events.

Contacts: Shawn Yujuico

VisiTech Public Relations

Telephone: 817.267.9686

Fax: 810.885.5291