FileNet Corporation Selects Identify’s AppSight Black Box Software to Step Up Customer Support

Raleigh, North Carolina and Or-Yehuda, Israel – July 21, 2003 - Identify Software, the leader in application support solutions for Windows, .NET and Java, announced today the deployment of AppSight Black Box software at FileNet Corporation, the industry leader of enterprise content management solutions. FileNet is implementing AppSight Black Box software throughout its Customer Support Services organization to accelerate problem resolution and increase customer satisfaction.

Robert Roach, Vice President of Customer Support Services, runs a team of 120 in FileNet’s Global Call Center. Dealing with 80 different products, the team fields approximately 9000 customer calls a month.

“We solve more problems quicker without increasing our staff when we use AppSight and this directly affects customer satisfaction and impacts favorably on the cost to support our products,” said Roach. “Within the first month of using AppSight we saved 1040 labor-hours,” continued Roach.

“Software vendors and IT departments are under continuous pressure to provide better service while maintaining or reducing operating costs,” said Yochi Slonim, President and CEO at Identify Software. “Identify helped FileNet meet these conflicting constraints. With AppSight Black Box software solution, enterprises and software vendors are finally achieving significant productivity gains while providing customers with state-of-the-art service.”

Identify’s AppSight is the only software solution to enable an extended enterprise to reduce application support costs while increasing customer satisfaction through rapid problem resolution.

Identify’s patented Black Box software is seamlessly deployed on all application tiers, inside the firewall as well as in remote locations, to record full problem data, from user actions to source code execution flow. With analysis tools designed to fit the different needs of each level in the support chain – IT operations, Help Desk and Application Development teams – AppSight rapidly pinpoints diverse application problems – performance, functional, configuration and user errors. Fully integrated into existing processes and software platforms, AppSight streamlines communications while eliminating the need to reproduce problems in the lab.