Netledger and Artisoft partner to deliver integrated web-based phone support system for hosted applications

NetSuite-TeleVantage Integration Provides Unprecedented, Time-Saving and Cost-Effective Service

DCI’s CRM Conference and Exposition, Jacob K. Javits Convention Center, New York, NY, August 27, 2003 – NetLedger, Inc., makers of Oracle® Small Business Suite, and Artisoft®, Inc. (NSADAQ: ASFTC), developer of the first software-based phone system, today announced the availability of an integrated Web-based phone support system for hosted applications that provides a multitude of productivity enhancing features previously only available in expensive, non-hosted software. The combination of NetLedger’s NetSuite with Artisoft’s TeleVantage® 5.0 allows customer support organizations to improve service response rates and reduce costs at the same time. NetLedger and Artisoft have formed a strategic relationship through Artisoft’s Open Communications Alliance to promote the solution to their respective customers and channels. The Oracle Small Business Suite name is used under license from Oracle Corporation (NASDAQ: ORCL).

The NetSuite-TeleVantage solution provides comprehensive CTI integration in a completely Web-based framework. The solution automatically links an account number, entered by an incoming caller, to the customer record that resides on NetSuite, the most widely used CRM and ERP suite. The account is verified to indicate the level and type of support to be delivered. Calls are then seamlessly routed to the appropriate support representative and prioritized by attributes identified in NetSuite, such as type of service contract, purchase history or whether the customer is a partner or reference account and thereby merits special support consideration. When a support representative takes the call from the queue, the customer record instantly appears on their desktop. This enables the support representative to save the time and effort usually spent in manually retrieving the customer’s details and case history.

The NetSuite-TeleVantage solution also handles outbound calling by enabling support and account teams to initiate calls from the numbers stored in contact databases. Telesales teams can also use the outbound calling capabilities to auto-dial through purchased lead lists. If a voice mail system is reached, the representative can leave a message and have it automatically stored within the lead or customer record in NetSuite, providing a complete phone interaction history.

Currently in use by NetLedger’s own customer support and account management teams, the integrated solution has enabled the company to automate business processes, increase productivity and improve customer service. NetLedger has customized the solution so that if a caller does not have a phone support agreement, the call is automatically routed to the company’s Account Management team for sales assistance, thereby reducing hold time for support and creating new sales opportunities. The ability to provide multi-level support allows NetLedger to deliver VIP treatment to key customers while also offering high-quality support to their other customers.

Michele Gariepy, Director of Customer Support for NetLedger, touted the integration. “We have increased the productivity and efficiency of the customer support team 15-fold thanks to the capabilities of the integrated NetSuite-TeleVantage solution. Dealing with entitlement during the routing process allows the support specialist to get right to the customer questions versus spending valuable time trying to locate their customer record or ascertain eligibility. It’s a win-win for us all.”

“The power of the NetSuite-TeleVantage integration is yet another example of NetLedger’s commitment to deliver enterprise level solutions to mid-market companies in a cost-effective package designed to deliver tremendous return on investment,” said Zach Nelson, CEO of NetLedger. “NetLedger and Artisoft plan to offer this compelling integrated solution to our respective customers through our growing reseller channels. Solution partners will offer key services in configuring individualized routing and business flows for each organization’s particular call center needs.”

“The integration of NetSuite is a perfect example of the productivity and service enhancements that TeleVantage delivers to the marketplace,” said Steve Manson, CEO at Artisoft. “This innovative solution enables our TeleVantage Call Center customers to further improve their business processes.”

Delivered as online services, NetLedger’s products enable companies to manage all key business processes in a single, integrated system. There is no hardware to procure, no large, up-front license fee, no maintenance fees associated with hardware or software, and no complex set-ups. Since NetLedger’s first online application launch in 1999, the company has surpassed the 7,000-customer milestone, making it the leading provider of integrated online ERP/CRM application services for small and mid-sized businesses.

TeleVantage is a feature-rich, software-based phone system that combines rock-solid stability with the most advanced communications technology available today. Its robust feature set includes intelligent call management, powerful call center, advanced IP telephony, comprehensive messaging, web browser, and graphical desktop call control. Built on an open systems architecture and supported by world-class IntelÒ hardware, TeleVantage enhances customer service, increases productivity and improves the bottom line for a variety of customers, from small offices to large enterprise organizations with sophisticated call centers. Artisoft's Open Communications Alliance is comprised of industry-leading companies working with Artisoft to deliver standards-based communications solutions with TeleVantage as the focal point.

About Artisoft

Artisoft, Inc. is a leading developer of open, standards-based telephone systems that bring together voice and data for more powerful and productive communications. Artisoft’s TeleVantage delivers greater functionality, flexibility, and value than proprietary PBXs to a variety of customers, from small offices to large enterprise organizations with sophisticated all centers. Artisoft’s innovative software products have consistently garnered industry recognition, winning more than 30 awards for technical excellence. The company distributes its products and services worldwide through a dedicated and growing channel of authorized resellers. For more information, please call 800-914-9985 or visit our website at http://www.artisoft.com.

About NetLedger, Inc.

Founded in 1998, NetLedger, Inc. is a leading provider of ERP and CRM application software for small and mid-sized businesses. The company’s products, which include NetERP, NetCRM™, NetSuite™ , and Oracle Small Business Suite, have won many prestigious industry awards, such as the PC Magazine Editors’ Choice Awards in 2001 and 2002; PC World Best Bets 2001; PC World 2001 World Class Award; Forbes.com’s Best of the Web 2001 and 2002; and Upside Hot 100 2002. NetLedger also provides enhanced, integrated solutions through its strategic relationships including Yahoo! Inc. (Nasdaq: YHOO), Paytrust, and Innovative Merchant Solutions. The company currently has more than 7,000 companies using its products and the company’s investors include Larry Ellison, StarVest Partners L.P., ADP and PaineWebber. For more information about NetLedger visit www.netledger.com.

Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Artisoft and TeleVantage are registered trademarks of Artisoft, Inc. All other company and product names mentioned may be trademarks or registered trademarks of the respective companies with which they are associated.

For more information contact:

Media Community Contact:
Mei Li
NetLedger, Inc.
650-627-1063
email: Mei Li

Mary Ellen Quinn
Artisoft, Inc.
617-354-0600 x342
email: Mary Ellen Quinn