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IKANO PRESS RELEASES
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IKANO Press Releases:
Title: IKANO IMPROVES UPON PERFECTION
WITH UPGRADED CALL CENTER CAPABILITIES
Date: August 28, 2000
For Release: IMMEDIATE
SALT LAKE CITY, UT ---- IKANO Communications, the market-leading provider of branded Internet services and Internet networking infrastructure, announced today that it has upgraded its call center capability with a new release of CallCenter@nywhere, a comprehensive call center software that applies full ACD discipline to phone calls, e-mail, chat sessions and Web-callback.
The upgrade provides increased stability within the call center infrastructure and allows IKANO to double its capacity for call volume, a necessity given the increase in call volume as new branded partners launch their Internet service.
"IKANO depends upon its call center infrastructure to handle thousands of transactions," said Todd Krause, call center director. "Considering the fact that downtime can have severe financial and reputation consequences for both us and our branded partners, our ability to accomplish this is mission critical."
The stability of the new system enables IKANO to provide a higher level of service. If the server that is running the software crashes, another server on the network can instantly take over without the loss of any information or the disconnection of calls -- even on calls in progress.
This backup is distinguished from traditional "Fail-Over" systems. With "Fail-Over",
calls and all other forms of interactions are disconnected in the event of system failure - and
then a second system takes over as of the next call.
With "Fail-Over", thousands of calls may have to be disconnected, and the back-up system requires those callers to call back.
"The ability to remain up and running one hundred percent of the time is imperative and a commitment we've made to our branded partners and end-users," said Henry Smith, IKANO president and CEO. "This new infrastructure allows IKANO to distribute to more than one physical server so that live transactions and their associated data remain safe at all times."
IKANO's call center upgrades also provide convenient, new benefits to end-users. The ACD callback feature allows customers who may experience wait times to hang up and wait for a call back. Customers simply enter their phone number when prompted. The call is kept in the queue, in the order received, and the system calls the customer back when the next tech is available.
The same system and processes work for all incoming communication, including e-mail distribution and online chat. Any communication coming into the call center is queued and then routed to the next available tech in the order it was received. This assures fast and accurate routing and answering of phone calls, Web-callback, e-mails and online chat.
"The call center upgrades are a major advancement toward perfecting IKANO's service," said Krause. "We have some of the lowest wait times and dropped call ratios in the industry, with most wait times under one minute. This system helps to assure that IKANO continues to lead the way in providing absolute customer satisfaction."
About IKANO Communications
IKANO is a leading provider of Internet networking infrastructure and branded Internet services. IKANO provides turnkey processes for businesses and organizations wishing to leverage the Internet to deepen relationships with their customers. IKANO provides private label
Internet services, including dial-up, DSL, and high-speed wireless Internet services, as well as
Web hosting, branded portal development, technical support, automated accounting, unified communications and more. Since its first branded Internet Web site was launched in 1998, IKANO has added more than 170 branded partners. IKANO is the parent company of SISNA, one of the nation's leading Internet Service Providers.
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