FOR IMMEDIATE RELEASE
New Application Improves Customer Service, Collaborative eCommerce, and Accelerated Broadband Deployment
ALAMEDA, Calif., July 25, 2001 – Netopia, Inc. (NASDAQ: NTPA), a market leader in broadband gateways and Web platform software designed for small, medium and distributed enterprises, today announced the expansion of its Web platform with eCare. This new application enables live, online support over any type of Internet connection to facilitate collaborative customer service while reducing operational expenses associated with support calls, broadband installation and collaborative eCommerce. Netopia`s eCare application allows companies to improve support dramatically, creating loyal customers at a lower cost.
"Internet-enabled, real-time communication is the most effective component of any company`s eCRM initiative," said Jeff Porter, vice president of Marketing for Web Platforms at Netopia. "Our new eCare application has universal appeal for enterprises seeking to leverage the Internet to reduce the cost of customer service and support, while increasing customer satisfaction."
About eCare
Netopia`s eCare solution provides a rich service experience that connects support representatives and customers in real-time, using live chat, co-browsing, URL push, and desktop assist screen sharing. Companies can utilize eCare to communicate cost-effectively with customers online through the eCare "dynamic chat" service. Customer service agents can use eCare to assist customers in finding content and accessing information by pushing Web pages directly to their customer`s desktop. Most importantly, for quick and effective problem resolution, eCare enables help desk and support agents to view and control remotely a customer`s screen, mouse, and keyboard. In the future, eCare will integrate technical diagnostics tools, electronic software distribution, technical asset management services, and Voice over IP technologies.
eCare Benefits
Netopia designed the eCare solution specifically to offer a real world return on investment with low implementation costs.
Netopia is targeting eCare for use in multiple market segments:
· Independent software vendors
· Online marketplace aggregators
· Broadband service providers
· National and regional retailers with online stores
· Banks, insurance companies and other financial services enterprises implementing distributed extranet applications
· Franchise networks
For instance, retailers can visually and privately provide answers for their online customers to questions regarding product or service features and benefits, just like they do in their "brick and mortar" stores, and thereby reduce shopping cart abandonment. For independent software vendors and broadband service providers, eCare can significantly reduce support costs and increase the overall efficiency of their support organization. Customer service and technical support agents can resolve problems easily in real time because eCare gives them an instant view of the end customer`s desktop. For distributed enterprises such as dealer networks and franchises, eCare streamlines communications and enhances support offerings from corporate headquarters ensuring that every business unit or location is able to operate effectively and profitably.
Price and Availability
Netopia is offering eCare both on a hosted per-user subscriber basis and for licensing by distributed enterprises and independent software vendors. eCare can be co-branded and integrated into all Web-based environments at a low cost. Netopia expects that eCare customers will incur monthly costs that are a fraction of the cost of on-site or telephone support strategies. Additional information is available at http://www.netopia.com/ebusiness/, via email at wpginfo@netopia.com or by calling 800/689-9293.
About Netopia, Inc.
Netopia, Inc. develops, markets and supports broadband gateways and web platform software designed for small, medium and distributed enterprises, small offices/home offices, and multi-PC households. Netopia`s targeted technology enables carriers and service providers to deliver bundled, value-added services for acquiring and retaining subscribers in large, fast-growing markets. These bundled service offerings often include DSL service bundled with backup, bonding, VPN, voice over DSL, and eSite and eStore hosting.
Netopia`s broadband gateways are interoperable with all major central office equipment suppliers, including Alcatel, Cisco, Copper Mountain Networks, Ericsson, Lucent Technologies, Nokia, Paradyne, Siemens, and Zhone Technologies. Netopia has established strategic distribution relationships with leading carriers and service providers including BellSouth, Covad Communications, Earthlink Network, Everdream, France Telecom, McLeodUSA, MegaPath Networks, Network Telephone, Rhythms NetConnections, Telecom Italia, UUNet, Verio, Verizon, and XO Communications.
Headquartered in Alameda, Calif., Netopia`s common stock trades on The Nasdaq Stock Market® under the symbol "NTPA." Further information about Netopia can be obtained via phone 510/814-5100, fax 510/814-5021 or on the Web at www.netopia.com.
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Portions of this release include forward-looking statements made pursuant to the safe harbor provisions of the Securities Litigation Reform Act of 1995. Netopia, Inc.`s actual results could differ materially from the results discussed in this release and in the forward-looking statements contained herein for many reasons. Investors are cautioned that all forward-looking statements involve numerous risks and uncertainties, including but not limited to product development, product acceptance, licensing opportunities and general economic conditions. For more information concerning Netopia and risk factors that may affect Netopia`s future results and may cause actual results to vary from results anticipated in forward-looking statements, investors should review Netopia`s public filings with the United States Securities and Exchange Commission, which are available by calling Netopia at 510/814-5260 or online at www.sec.gov.
All company names, brand names and product names are trademarks of their respective holder(s).
Contact:
Jessica Mullens
510/814-5352
jmullens@netopia.com
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