TELUS Selects Motive for End-to-End DSL Service Solution

AUSTIN, Texas, March 10, 2003 -

Motive Communications, Inc. (www.motive.com), the leading provider of service infrastructure software, today announced that TELUS has licensed the Motive xi SmartService Suite to offer its Velocity high-speed Internet customers automated service activation and ongoing support. TELUS, the largest telecommunications company in Western Canada and the second largest in Canada, provides subscribers a full range of telecommunications products and services including data, Internet Protocol, voice and TELUS Mobility wireless services across Canada.

TELUS is the first customer to license the newly integrated, end-to-end residential broadband solution from Motive, which acquired broadband activation software provider BroadJump in January. TELUS will be deploying Motive’s SmartActivation and SmartCare products to its entire Velocity subscriber base. SmartActivation offers service providers and ISPs a comprehensive activation solution to qualify PCs and initiate broadband access on any IP network, resulting in lower subscriber acquisition costs, increased average revenue per user and reduced churn. SmartCare is a comprehensive e-care solution that enables broadband service providers to reduce costs and improve customer satisfaction by automating subscriber service and support.

Through the SmartActivation and SmartCare products, TELUS Velocity subscribers will also be able to easily activate and manage additional enhanced services like virus protection, firewalls, parental controls, and entertainment services. By automating key customer processes, Motive will help TELUS reduce costly technician visits and customer support telephone calls, while increasing adoption of value added services that are critical to revenue generation.

“At TELUS, we continuously work to find better ways to serve our customers, and after evaluating all the options on the market, we concluded that Motive offers our Velocity subscribers the leading technology for activation as well as ongoing support for DSL access and additional services” said James Goliath, vice president of Marketing and Multimedia for TELUS Consumer Solutions. “Motive’s expertise gained through millions of broadband implementations, as well as the tremendous resources and personnel they allocate for deployment and ongoing customer care, give us confidence that we will be successful working together to improve and streamline TELUS’s broadband offerings for years to come.”

“TELUS continues to exhibit visionary leadership in the broadband market by offering subscribers the latest products and technologies in service plans that fit their needs,” said Kenny Van Zant, Motive’s executive vice president for Communications. “We look forward to working with TELUS to support their Velocity customers and give them an even better DSL experience, no matter what services they decide to use.”

Motive’s solutions, proven through years of experience, have been used by broadband service providers to enable more than eight million subscriber activations and three million subscriber e-care deployments worldwide. At the current rates, broadband service providers are leveraging Motive solutions to enable more than 20,000 subscribers daily. Service providers that use Motive solutions represent more than 70% of all North American broadband subscribers and 50% of all European subscribers.

Motive’s residential broadband solution enables broadband providers to use context about their subscribers to automatically fix problems and deliver proactive assistance during the entire customer lifecycle – from PC prequalification and activation to troubleshooting problems, managing accounts and adding additional services. Motive automatically diagnoses broadband connectivity and other related issues when they occur to enable providers to deliver timely automated solutions or access to targeted service experts when necessary to get customers back online or solve their problems quickly. By electronically solving many common subscriber issues and improving analyst productivity, Motive’s solutions significantly reduce the number of technician visits, phone queries and the length of support calls, thus lowering providers’ installation and support costs and improving the overall subscriber experience.