WebEx Customers Win Prestigious Service and Support Professionals Association Awards

WebEx Customers Win Prestigious Service and Support Professionals Association Awards

Companies Cut Resolution Time and Boost Customer Satisfaction With WebEx Support Center Application

SAN JOSE, Calif., Dec. 2 /PRNewswire-FirstCall/ -- WebEx Communications, Inc. (NASDAQ:WEBX), the leading provider of on-demand web meeting applications, today announced that WebEx customers won five of the eight Service and Support Professionals Association (SSPA) annual STAR Awards. WebEx customers Aspen Technology, EMC Corporation, Mercury Interactive, Misys Healthcare Systems and Primus Knowledge claimed five of the eight award categories recognizing excellence in the service and support industry. The winners were selected for delivering world-class customer service and support, and for their contribution to customer satisfaction, retention and brand loyalty. Aspen Technology and Mercury Interactive were also inducted into the SSPA Hall of Fame for having won five STAR Awards since the awards' inception in 1990.

Primus Knowledge Solutions (recently acquired by ATG) won the Support Technology Vendor award for providing innovative technology products that make life easier for support managers. "A service like WebEx is a requirement for a support organization. Your customers expect you to have it," said Claire Gribbin, vice president of Global Customer Advocacy for Primus Knowledge Solutions. "Since we've started using WebEx, the resolution time for individual incidents has gone down by 25 percent. This is a significant figure when your consider the value of our engineers' time."

WebEx Support Center is a web-based support application that enables support technicians to view, identify, control the customer's computer and resolve issues within an online support session. Because the service does not require preinstalled software or network configuration, support technicians are able to invite customers into a secure support session almost instantly. Virtually everything a support representative can do during an on-site visit can be done instantly and securely through the Web with WebEx Support Center.

WebEx offers a 14-day free trial of WebEx Support Center. To sign up for the free trial or learn more about WebEx's suite of support applications, go to, www.webex.com/go?support-trial.

Another WebEx customer, Aspen Technology, also cited the value received from using the WebEx service for remote diagnostics. Desmond Jacas, director of Customer Support and Training Technology at Aspen Technology said, "WebEx allows our Customer Support team to easily access the customer's desktop and quickly zero in on the problem without having to ask lengthy and time consuming questions. Customers are impressed with how quickly we can diagnose the problem and resolve their issues and consistently give us positive feedback about our use of WebEx." Aspen Technology earned the Hall of Fame STAR Award for delivering outstanding technical support for complex applications.

Other WebEx customers honored with the SSPA 2004 Star Awards are:

-- EMC Corporation won the Mission-Critical Support award for the
company's ability to keep customers' systems up and running 24x7.
-- Mercury Interactive won the Sustained Performance award for
demonstrating it has provided outstanding software support with high
customer satisfaction levels for at least three years.
-- Misys Heathcare Systems won the award for Most Improved. Misys
demonstrated the greatest increase in the quality of their support over
the past year. Key measurements included customer satisfaction
improvements as well as support productivity.



"These organizations are a great example of how WebEx Support Center allows companies to provide customers with the highest quality of immediate interactive support, while increasing support productivity and reducing support costs," said Jack Chawla, director of Support Services at WebEx. "The SSPA Star Award recognizes the measurable results our customers see when implementing remote support services from WebEx."

About WebEx Support Center

WebEx Support Center uses the real-time communications capabilities of the WebEx MediaTone(TM) Network to allow representatives to conduct virtual hands-on remote support through a standard browser. With WebEx Support Center, support representatives can instantly view, diagnose and solve problems by accessing customer-selected applications. Support representatives can easily escalate a WebEx Support Center sessions to ensure that the most knowledgeable agent supports the customer. WebEx Support Center dramatically reduces the time needed to understand and solve technical problems, increases first call resolution rates and reduces expensive on-site visits. For more information about WebEx Support Center go to http://www.webex.com/services/online-support-svc.html .

About WebEx SMARTtech

Designed for customer support organizations and help desk professionals, WebEx SMARTtech provides secure Internet-based access to unattended remote systems. Support professionals can use the service to install upgrades, troubleshoot problems and engage in proactive maintenance. WebEx SMARTtech has a broad range of remote access, administrative and security capabilities that help businesses cost-effectively deliver high-quality technical support. The service is delivered over the MediaTone network and can be immediately utilized without the complex software installation and hardware investment typically associated with traditional remote support tools. For more information about WebEx SMARTtech go to http://www.webex.com/services/remote-support-svc.html .

About WebEx Communications

WebEx Communications, Inc. is the world's leading provider of on-demand collaborative applications. WebEx applications are used across the enterprise in sales, support, training, marketing, engineering and product design. WebEx delivers its suite of real-time collaborative applications over the global WebEx MediaTone Network. WebEx Communications is based in San Jose, California and has regional headquarters in Europe, Asia and Australia. Please call toll free 877-509-3239 or visit http://www.webex.com/ for more information.

This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements may be identified by use of the terms anticipates, believes, continue, could, estimates, expects, intends, may, plans, potential, predicts, should or will, or the negative of those terms or similar expressions. These forward-looking statements are subject to significant risks and uncertainties. Actual results may differ materially from those described in such statements as a result of these risks and uncertainties. In particular, these forward looking statements include, but are not limited to, statements that WebEx Support Center dramatically reduces the time needed to understand and solve technical problems, increases first call resolution rates and reduces expensive on-site visits. Factors which could contribute to risks and uncertainties include, but are not limited to the failure of customers to use WebEx Support Center effectively in their support activities and to reduce their other expenses. A fuller discussion of the risks and uncertainties that could affect WebEx Communications, Inc. are more fully set forth in WebEx Communications, Inc.'s filings with the Securities and Exchange Commission, including WebEx's Form 10-Q filed with the SEC on November 8, 2004. WebEx Communications, Inc. assumes no obligation to update forward-looking information contained in this press release.

NOTE: MediaTone is a trademark of WebEx Communications, Inc.


Source: WebEx Communications, Inc.

CONTACT: Colin Smith of Antenna Group, +1-415-977-1912, or
colin@antennagroup.com, for WebEx

Web site: http://www.webex.com/


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