OpenMobile chooses SafeHarbor to offer customer support service to mobile operations and mobile content providers
OpenMobile selects Internet-based customer service to support Mobile users

London, 29th January — SafeHarbor Technology Corporation, an Internet customer service outsourcer, today announced that it has signed its first customer in Europe, OpenMobile. SafeHarbor, launched in Europe in January 2001, provides clients with a managed customer service solution that answers an average of 70% of customer queries through a web-hosted Knowledge Base.

OpenMobile is building a global network of value added services to enable the open world-wide distribution of all wireless services by bringing together operators and content providers in an open and non-exclusive environment. OpenMobile is working with SafeHarbor to provide second line support to media partners and mobile operators to enable them to solve end-user problems over the phone or by email by finding the answer in the Knowledge Base and talking the user through it. Partners will also be able to use the Knowledge Base to take them through how to join the OpenMobile service and also on an ongoing basis for queries that they have.

"The mobile market is in its infancy so users have many questions for their operators and content providers about how to access or use services such as, icons, ringtones and other infotainment and interpersonal communication services," said Arto Rauhamaa, chief technology officer, OpenMobile. "The SafeHarbor solution is unique in its combination of Internet-based customer service with CTI and fits our business model perfectly. In an industry that is changing so fast, it is important to be able to update the information immediately and make it available to the customer service representatives of all our partners."

OpenMobile is based in Scandinavia and is focused on becoming the single point of contact for service developers and operators worldwide. Working with OpenMobile eliminates the need for each service developer to form relationships with each wireless operator. Opening up the wireless network to allow all users to have access to all content via any service provider will increase revenues for all parties and dramatically improve the consumer's experience of mobile value-added services. There are currently many innovative services that are not available to users until their mobile operator develops a relationship with the developer of that service. However, in order to become the trusted third party in all wireless relationships, OpenMobile needs to offer high level support so that content providers and operators can offer excellent customer service to end-users. This is why the company has chosen to work with SafeHarbor.

"The Knowledge Base we are building for OpenMobile will enable any customer service representative working in the mobile industry in partnership with OpenMobile to assist users in getting the most out of their mobile phone, ultimately generating increased revenue for all parties," said Bo Wandell, president SafeHarbor. "There have been many misconceptions about the benefits of mobile technology and it is critical that users do not become disheartened by any problems that they encounter and have someone to go to for answers."

SafeHarbor centres its service on the Knowledge Base, a database of visual solutions to common queries that incorporates graphical diagrams, screen shots and schematics to guide the user through the steps required to resolve their problem or inquiry. The majority of queries can be solved from within the Knowledge Base because it is developed from extensive research into known issues and commonly asked questions. After the initial development, the Knowledge Base is continually updated by adding solutions to new questions as they arise through a patent-pending process developed by SafeHarbor.

Because SafeHarbor's Knowledge Engineers work closely with companies to develop the Knowledge Base, they understand their customer's business with greater depth than a typical outsourced customer service centre. SafeHarbor is therefore able to support even very complex products and services.

About SafeHarbor Technology Corporation
SafeHarbor is the pioneer in delivering Web-based self-service customer support services to companies with e-business initiatives, with special expertise in financial services, technology, online exchanges and government agencies. Because the Web has changed the way people seek information, Web self-help customer service has become a fundamental requirement for doing business in the digital economy. Our graphical Knowledge Bases-backed by one-to-one support via Web Case, e-mail, chat and the phone-increase customer satisfaction while reducing cost and time to market.

SafeHarbor's solutions are developed by expert Knowledge Engineers and backed by a state-of-the-art technical infrastructure, enabling progressive companies to scale instantly and fuel company growth. SafeHarbor's corporate headquarters are located at the Satsop Development Park 90 minutes outside Seattle; the company also has offices in Seattle, San Francisco, New York, Chicago and London. For more information, please visit online at www.safeharbor.co.uk.

About OpenMobile
OpenMobile Corporation is creating the leading global distribution channel for SMS based mobile value-added services (VAS) that will reach all leading world markets. The OpenMobile network will enable one-stop global distribution and billing of wireless VAS. By bringing together operators and content providers in this open and non-exclusive environment, OpenMobile will provide mobile value-added service users with global content and an information system with endless possibilities.

Established in the United States, rooted in Scandinavia, OpenMobile has been global from day one, with headquarters and their European regional office in Helsinki, Finland, the Asian regional office in Singapore and country offices in the UK and Germany. The Latin and North American office will be established during 2001.

For more information, please visit our web site at www.openmobile.com.

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