Verizon Online is First DSL Provider to Sign Agreement with Motive to Offer Customers Online Self-Diagnostic Software

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NEW YORK and AUSTIN, Texas - New diagnostic software that allows automatic, do-it-yourself resolution of many common online problems will be available to Verizon Online's dial-up and DSL (digital subscriber line) Internet access customers next year as a result of an agreement with Motive Communications Inc.

Verizon Online will offer its customers Motive's intelligent self-diagnostic software, which will be accessed through an icon on the user's computer screen, beginning in the second quarter of 2002. Some common problems that can be solved online easily through the Motive software include software registration and configuration glitches, corrupted files, billing questions and e-mail address changes. Trouble-shooting tips are also included in the program.

"Installing smart diagnostic tools will make life online easier for our dial-up and DSL customers, by helping them solve basic problems and get answers to their questions any time, day or night," said Mark Davis, group president - operations for Verizon Advanced Services. "It's like having an Internet doctor standing by with an online diagnosis and cure stored in its brain. For most software, connection or configuration problems, Verizon customers will be able to simply click an icon and receive an automated solution without having to pick up the phone."

"Offering 'smart' service that is built in to the user experience is a key strategic advantage for Internet service providers," said Scott Harmon, Motive's CEO. "We want to provide Verizon Online customers with the best service experience in the communications industry."

The self-help software will be available for downloading at no charge for all Verizon Online DSL customers in April. The online diagnostic tool will be available to the company's dial-up customers in June.


Motive Communications, Inc. is the leading provider of intelligent service software. By building service into digital products and processes, Motive transforms the user experience and delivers timely, targeted assistance to customers. Motive's ServiceNet Platform enables businesses to create service-rich products and applications that capture market share and fuel customer loyalty, while slashing service costs. Using Motive solutions, world-class companies such as 3Com, Adelphia, EarthLink, EDS, Fannie Mae, Fujitsu, Great Plains, Hewlett-Packard Company, Lawson Software, Merrill Lynch, Target Corporation, Verizon, WebLink Wireless Inc., and Wells Fargo are redefining their markets and making service an integral part of the customer experience.
Motive was founded in May 1997 and is backed by funding from leading venture capital firms and private investors. Motive can be reached on its Web site at Motive employment opportunities can be found at

Verizon Communications

Verizon Communications (NYSE:VZ) is one of the world's leading providers of communications services. Verizon companies are the largest providers of wireline and wireless communications in the United States, with 128.5 million access line equivalents and 28.7 million wireless customers. Verizon is also the largest directory publisher in the world. A Fortune 10 company with 256,000 employees and approximately $65 billion in annual revenues, Verizon's global presence extends to more than 40 countries in the Americas, Europe, Asia and the Pacific. For more information on Verizon, visit


The Motive logo, Motive Communications, Inc., Motive ServiceNet Platform and all other product or technical names are trademarks or registered trademarks of Motive Communications, Inc. All other products or services mentioned herein are trademarks of their respective holders.

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