SafeHarbor selected to provide customer support for Unified Communication/Unified Information leader Appiant Technologies

SATSOP, Wash. (May 1, 2001) — SafeHarbor Technology Corporation (www.safeharbor.com), providing Web-based customer support for companies worldwide, was chosen by Appiant Technologies (NASDAQ: APPS) to provide customer service for its unified communication/information portal, inUnison™.

Appiant's solution allows people to connect anywhere, anytime and in a highly personalized manner using virtually any communication device. SafeHarbor will provide support for Appiant's growing customer base.

To date, more than 40,000 inUnison™ boxes have been sold and Appiant is currently in negotiations with more than 30 industry leaders to expand its reach to millions of users in the US alone. Appiant wanted a customer service provider to meet the high volume of anticipated customer inquires for the roll out of its unified communication/unified information (UC/UI) solution.

"After much research, we selected SafeHarbor to serve as our customer support center," said Doug Zorn, CEO of Appiant Technologies. "Based upon SafeHarbor's years of expertise, diligent training efforts to understand our product and tech savvy workforce, we've engaged them to efficiently manage the needs of our growing customer base as we introduce our new communication solution to the UC/UI marketplace."

Appiant needed a customer support center that could handle technical questions to accommodate a wide range of users. SafeHarbor's online support sites were designed to serve both the early technology adopters and those who are new to the product.

"Our number one goal is to create clear, easy-to-understand solutions on the Web. We are working with Appiant to translate its most technical process into a step-by-step solution," said Bo Wandell, president of SafeHarbor. "This will allow Appiant's customers to more quickly use and understand the new technology. Customer service is a key ingredient for successful business."

SafeHarbor develops, hosts and continuously updates each client's Web self-help Knowledge Base. The company uses graphics, screen shots and step-by-step instructions to help guide users through answers for complicated and technical questions.

The SafeHarbor customer support site is seamlessly integrated, so users never know they are leaving Appiant's site to get help. SafeHarbor's staff also provides live, one-to-one support through e-mail, chat and the telephone when needed.

"SafeHarbor has a competitive price structure that makes business sense, giving Appiant a compelling cost advantage over competitors," Mr. Zorn added. SafeHarbor charges a monthly fee instead of charging by the minute or by the call like a typical call center. That gives SafeHarbor an incentive to guide customers to detailed answers on its Web support sites and reduce more expensive telephone calls or e-mail.

The average cost of dealing with a question through a traditional call center is $33 for a phone-based session, while Web-based self-help costs an average of only $1.17, according to Forrester Research.

Appiant is the latest company to leverage SafeHarbor's expertise in providing customer and technical support. Another is the state of Washington's Internet portal, Access Washington. SafeHarbor now provides customer support for the state's 24-hour online portal to better serve residents.

SafeHarbor recently received $27 million in a third round of funding. The company has also expanded its Web-based customer service to companies in Europe with an office in London.

About SafeHarbor Technology Corporation:
SafeHarbor Technology Corporation helps companies become more efficient with a smarter alternative to traditional one-to-one customer support. SafeHarbor's Semaphore Service™ provides integrated Web self-help and interactive customer and technical support. SafeHarbor's outsourced Web self-help solution is successful because it is graphical in nature. SafeHarbor's Knowledge Engineers construct and continuously update our clients' Knowledge Bases to answer their customers' commonly asked questions with easy-to-understand graphics and animation. On average, 70 percent of our clients' end-users have their questions answered with Web self-help. The remaining 30 percent are answered by one-to-one contact-including Web case, chat, e-mail and phone. This success rate, together with SafeHarbor's monthly subscription-based pricing, helps clients control costs.

SafeHarbor's corporate headquarters are in Satsop, WA-90 miles southwest of Seattle. The company also has offices in Seattle, San Francisco, New York and London. To learn more, please visit www.safeharbor.com.

About Appiant Technologies Inc.:
Appiant Technologies, Inc., (NASDAQ: APPS), is a leading Unified Communications and Unified Information (UC/UI) software development company, delivering next generation UC/UI applications. Its inUnison™ portal enables WSPs, ISPs, CLECs and Enterprises to offer customers highly personalized services for managing all telephone, email, voice mail, facsimile and notification needs in real-time anywhere, anytime, using virtually any communication device such as a PC, PDA, telephone, or cellular phone. Appiant's enabling technologies include a speech recognition engine that provides seamless access to its inUnison™ distributed portal architecture, allowing information integration from multiple sources. In addition, Appiant's channel management capabilities empower the mobile professional with speech and data connectivity on the go.

Appiant Technologies is a member of the Cisco Service Provider Solution Ecosystem partner program and has been designated a Cisco Powered Network member. Appiant is headquartered in Pleasanton, CA., and has offices throughout the United States and abroad. Additional information available at http://www.appiant.com/.

Press Contacts:
Kevin Keating
The Silver Company for SafeHarbor
(206) 624-0388
kevin@thesilvercompany.com

Priya Mistry
Appiant Technologies, Inc.
(925) 251-3317
priya.mistry@appiant.com

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