COMMACK, N.Y., Oct. 6 /PRNewswire/ — Responding to the exceptional adoption of its award-winning NetAgent technology by over one hundred customers, eShare Technologies (Nasdaq: MELI - news) today introduced the eShare NetAgent™ 3.0 Suite, the first integrated, fully-featured web customer interaction solution that combines the power of e-mail management with live interaction for eBusinesses. Online shopping and customer support sites will be transformed by eShare NetAgent 3.0, as businesses can now interact simultaneously with multiple web visitors via e-mail or live interaction.

"NetAgent 3.0 will become the industry standard solution for offering eBusinesses a complete, seamless solution for managing both e-mail and real- time customer requests,'' said James Tito, vice chairman of eShare Technologies. "This is a true integration; one that's particularly exciting for our hundreds of customers using NetAgent 2.1, already considered best-of- breed in real-time interaction applications.

"The e-mail response management portion of the solution is particularly exciting, as it can help businesses manage high volumes of customer e-mail traffic,'' added Tito. "It enables them to answer those e-mail inquiries responsively and cost-effectively, retain satisfied, loyal customers, increase service levels, and generate incremental revenues.''

Current customers already taking advantage of eShare's NetAgent 2.1 include such companies as AT&T WorldNet, AOL, Sprint, 1-800-Flowers, AOL, NextCard, The Street.com and Healthshop.com. Recently, eShare NetAgent was a winner of C@ll Center Solutions' 1998 Product of the Year, 1999 Editors' Choice citations, and Computer Telephony Expo 1999 Best of Show.

"The e-commerce marketplace is exploding,'' Tito added. "eShare NetAgent 3.0 is a major component of our strategy to provide mission-critical customer communication solutions for businesses to increase customer satisfaction, loyalty and most importantly, increase our customers' sales and revenue.''

Industry analysts predict that nearly one-third of all customer contacts, including purchases, will take place over the Internet by 2002. Charles Rider, a senior analyst with the Patricia Seybold Group, said, "eShare understands the importance of integrating both e-mail and real-time communications into the online dialog between businesses and their customers and has tapped the strengths of both in NetAgent.''

Some of the major enhancements that the eShare NetAgent suite 3.0 brings to the industry include:

• NetAgent e-mail response management — allows businesses to respond to customer e-mail traffic. The system automatically routes the e-mails to the agent with the appropriate skill set, then tracks the response to ensure that inquiries are answered quickly and efficiently. NetAgent can also respond automatically without agent involvement. Unlike competitive solutions, eShare's NetAgent email integrates seamlessly with a real-time chat-based customer service solution and with other customer interaction modes as well.
• NetAgent Real-Time™ — enables real-time agent interaction and visitor monitoring. Agents see a single unified desktop for all interaction channels, and supervisors see a single, unified view of their agents and the overall system. A Realtime System Monitor (RSM) allows supervisors to monitor agent and system activity in real time. Supervisors can view the current status of inbound customer mail boxes, real-time live interaction Service Lines, agents, and other system data.
• Voice over IP (VoIP) — VoIP support allows a web site visitor to speak with a call center agent using a PC and an H.323 connection. In a fashion similar to a text-based connection request, the visitor is connected to an available call center agent or is placed in a queue until an agent becomes available. In addition to VoIP, visitors can also utilize voice communication, video communication, and desktop collaboration.
• Multi-Homing — This feature allows several instances of the NetAgent server to be installed on a single server, facilitating hosting environments where many IP addresses must be supported and where isolation and security are required between different sites.
• Significantly enhanced monitoring and reporting capabilities — The supervisory monitoring and reporting capabilities of eShare NetAgent are significantly enhanced in version 3.0. The eShare NetAgent Management Control and Reporting (MCR) system has by far the richest set of capabilities in the industry, ensuring the most effective management of operations.

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.

This press release contains forward-looking statements relating to product integration, functionality and benefits, revenue from operations, marketing strategies and product development processes. Such statements are made based on management's belief as well as assumptions made by, and information currently available to, management, pursuant to the 'safe-harbor' provisions of the Private Securities Litigation Reform Act of 1995. While these statements reflect our best current judgment, they are subject to risks and uncertainties that could cause a change in focus and direction. A discussion of certain risk factors that may cause actual results to differ from these forward-looking statements can be found in Melita's Form 10-K for the period ended December 31, 1998, on file with the SEC.

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