Expertcity Partners With Motive Communications

Gretchen Hyman

Updated · Mar 20, 2001

Santa Barbara, California-based Experticity Inc., whose company motto is that there is a human behind every click, has partnered with Motive Communications to create a stronger, more comprehensive package of customer care solutions.

Motive was founded in May 1997 in Austin, Texas, and is backed by $43 million in venture and angel investments. Companies that currently use its solutions are heavyweights Adelphia, Fujitsu PC Corp., Hewlett-Packard Co., Intuit, Merrill Lynch, Target Corp., and Wells Fargo.

Motive’s business model is based on vertical software solutions that connect users to answers and experts when they have problems or questions.

Each vertical solution uses Motive’s core platform and is packaged to provide a targeted set of capabilities. With the open Motive customer service platform, companies can add additional service functionality as needed.

In accordance with the agreement, Expertcity will become a Motive Product Partner and integrate its DesktopStreaming customer support platform with Motive’s service solutions.

The company’s DesktopStreaming solution enables Web-based interactions via chat, co-browsing, file transfer, and application sharing, and according to company officials, it has been used in 1 million collaborative sessions since the company’s launch in 1999.

Expertcity will have access to Motive’s marketing, sales, and product integration resources, as well as Motive’s customer base. In turn, the company’s DesktopStreaming technology is expected to provide additional problem solving tools that cannot be addressed through Motive’s current solutions offerings, creating a stronger, more unified customer care solution.

According to John Greathouse, Expertcity’s chief financial officer and senior vice president of strategic development, “Expertcity provides a variety of customer interaction solutions which allow companies to leverage the Web to create better relationships with their customers, employees, partners, and suppliers. To this end, we are pleased to partner with Motive as our respective technologies are highly complementary.

Financial details of the partnership were not disclosed.

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