WebEx Support Center Application Receives Editor's Choice Award From Customer Interaction Solutions Magazine

WebEx Support Center Application Receives Editor's Choice Award From Customer Interaction Solutions Magazine

Editors Praise WebEx Support Center for Its Explicit Customer Control and Privacy, Call Escalation, Persistent Re-boot and Overall Ease of Use

SAN JOSE, Calif., Dec. 7 /PRNewswire-FirstCall/ -- WebEx Communications, Inc. (NASDAQ:WEBX), the leading provider of on-demand web meeting applications, today announced that its WebEx Support Center application secured the Editors' Choice Award from Customer Interaction Solutions magazine. The editors praised WebEx Support Center for its ease of use, performance and specialized capabilities that enable technical support representatives (TSRs) to remotely identify, instantly resolve and comprehensively track support issues. To download the entire review, go to, http://www.webex.com/pdf/cis_award.pdf .

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 applications, go to, www.webex.com/go?support-trial

According to Customer Interaction Solutions, "There are some pretty nifty features in the product. The 'Persistent Re-boot' feature is one example. Since it is common to have to reboot the customer's computer after installing patches or applications, Support Center provides a way to reboot the customer's computer and then have the customer re-join the ongoing session automatically. Another nice feature is that if a TSR can't handle the customer's issue, you can actually escalate the call using the transfer or conference capabilities." The reviewers concluded by noting, "Overall, we were quite pleased with the feature-set and performance of WebEx Support Center, as well as its very good 'ease of use'. The ROI in many cases may make purchasing this product a no-brainer, so it definitely is worth examining."

In the review, Customer Interaction Solutions magazine highlighted a number of capabilities in WebEx Support application that helped it earn the Editor's Choice Award. These capabilities include:

-- Customer control and privacy -- The support agent must first request
permission and customer must grant it before any action can be
performed.
-- Remote control and fix customer problems -- With the customer's
permission, customer support agents can take control of the customer's
application/system to instantly provide needed assistance or remotely
fix software problems.
-- File transfer -- Files can be transferred to and from the customer's
system. Support agents can apply patches and updates during the
session.
-- Persistent re-boot -- Customer automatically rejoins the same session
after a reboot.
-- Call escalation -- Allows technical support representatives to easily
escalate WebEx Support Center sessions to ensure that the most
knowledgeable agent, located anywhere in the world, can be immediately
assigned to support each customer as needed.
-- Remote Printing -- The TSR can re-direct printouts from the customer's
computer to a local computer for offline analysis.
-- Detailed reporting -- Generate detailed management reports and session
logs to optimize staff workload and productivity, and to maintain
security, training and liability control.
-- Record, edit and playback sessions -- Record and edit live support
sessions to create valuable digital support libraries.



Editors also briefly evaluated WebEx SMARTtech, designed for customer support organizations and help desk professionals to provide secure Internet- based access to unattended remote systems. According to Customer Interaction Solutions editors, "The web interface is very good and lets you organize your computers into folders, such as by location, server type, or whatever other organization structure you choose." Support professionals can use the service to install upgrades, troubleshoot problems and engage in proactive maintenance.

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, Inc.

WebEx Communications, Inc. is the world's leading provider of on-demand web meeting applications. WebEx applications are used across the enterprise in sales, support, training, marketing, engineering and product design. WebEx delivers its suite of web meeting 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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