Commack, New York, August 27, 1999 — James Tito, CEO of eShare Technologies, will join Ron Schott, Director of IT at America OnLine, Inc., in presenting the keynote address at DCI's Customer Relationship Management (CRM) Conference at 1:00 PM on Wednesday September 1, 1999 at New York City's Jacob Javits Center. The two industry experts will present "Integrating e-commerce Into the Customer Interaction Center."

"eCommerce transactions will exceed $400 billion by 2002," according to IDC - but current online customer satisfaction is at an all-time low. Jupiter Communications says "67% of online shoppers abandon the purchase process." Mr. Tito and Mr. Schott will present the case study of how eShare's NetAgent Customer Interaction Center software enhanced AOL's eCommerce productivity and increased its customer satisfaction.

"Companies must provide human interaction that is effective but simple to use, requiring no plug-ins or special downloads," explained Tito. "In return the technology must enable the company's agents to assist a high volume of customers simultaneously or else it will be inefficient for the customer and not cost-effective for the company."

Human interaction on web sites has been proven to increase sales. In a recent survey conducted by the market research firm NFO Interactive, 35 percent of online shoppers said they would buy more if they were able to interact in real time with a sales person from an e-commerce site. eShare's NetAgent suite of products enables each individual agent to provide services with a human touch to up to six online customers simultaneously. The key to long-term growth in Internet commerce is customer satisfaction. AOL has been providing online support to its members for years. eShare's NetAgent technology was adopted by AOL to enhance its support and e-commerce customer interaction efforts.

AOL promotes itself as being the best place to shop, anywhere, anytime. With stores open 24 hours a day, seven days a week, 365 days a year, customers can shop from the convenience of their own homes. They can browse quickly and easily through their favorite stores, finding the best brands, and seeking on-line help from customer service consultants at any point. With the help of NetAgent, consultants will even direct them to web sites, catalogs and other online areas that offer what they are seeking.

Forrester Research states that Internet-based customer support can result in a 43 percent savings in direct labor costs, and that using Internet-based customer care systems in conjunction with e-commerce can raise these margins by 15-25 percent.

"Businesses worldwide are experiencing dramatic improvements in sales and profitability through the implementation of CRM initiatives," emphasized Tito. "Whether you're building community, conducting e-commerce, or simply communicating, adding the human touch can help you achieve your objectives. Giving your site visitors the option of communicating with other visitors or with a representative of your firm can improve satisfaction, increase revenues, reduce costs, and increase traffic, retention, and return visits."

Today's business managers know that implementing a Customer Relationship Management solution is critical to their future success. Over the last four years, DCI's Customer Relationship Management Conference and Exposition has helped over 50,000 professionals build and execute actionable CRM strategies. A comprehensive CRM approach provides seamless integration of every area of business that touches the customer - marketing, sales, customer service and field support-through the integration of people, process and technology, taking advantage of the revolutionary impact of the Internet. CRM creates a mutually beneficial relationship between businesses and their customers.

About eShare Technologies
eShare Technologies, Inc. (www.eshare.com) delivers powerful enterprise-class interaction software and services that are crucial for eBusiness. These innovative technologies include web-based customer service and support, customer self-service, live conferencing and events, distance learning, Community chat, threaded discussion forums, and custom integration tools. Current eShare Technologies clients include AOL, AT&T WorldNet Service, Computer Associates, GeoCities, Lycos, networkMCI, UUNet, the University of Florida, Pfizer, Bertelsmann, Columbia University, Hewlett Packard, Xerox and 1-800-FLOWERS.

About America Online
Founded in 1985, America Online, Inc., based in Dulles, Virginia, is the world's leader in interactive services, Web brands, Internet technologies, and e-commerce services. America Online, Inc. operates: two worldwide Internet services, America Online, with more than 18 million members, and CompuServe, with approximately 2 million members; several leading Internet brands including ICQ, AOL Instant Messenger and Digital City, Inc.; the Netscape Netcenter and AOL.COM portals; the Netscape Navigator and Communicator browsers; AOL MovieFone, the nation's # 1 movie listing guide and ticketing service; and Spinner Networks and NullSoft, Inc., leaders in Internet music. Through its strategic alliance with Sun Microsystems, the Company develops and offers easy-to-deploy, end-to-end e-commerce and enterprise solutions for companies operating in the Net Economy.

About DCI
DCI is the largest U.S.-based producer of information technology conferences, trade shows, and expositions, and a leading worldwide provider of high technology education. DCI's Customer Relationship Management Conference and Exposition is the industry's foremost event addressing the technologies and strategies that are shaping the future of business. The company conducts the highest profile technology shows for users and professional developers of information technology. DCI has attracted more than a million IT and business professionals in the last decade.

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