2009 Magic Quadrant for E-Service Suites

(Toronto) September 29, 2009 IntelliResponse Systems Inc., provider of the patented Instant Answer Agent that delivers One Right Answer to customer and service agent questions across a variety of interaction channels, today announced that the company has been positioned inGartners 2009 Magic Quadrant for e-Service Suites. The report, entitled Magic Quadrant for e-Services Suites, was authored by Johan Jacobs and Michael Maoz and published on September 11, 2009. The Magic Quadrant for E-Service Suites presents some of the main software vendors that should be considered by organizations seeking to develop any of the following selfservice channels: Knowledge base for self-service E-mail response management Web chat Collaborative browsing Virtual assistants Short Message Service (SMS) and multimodal communication Interaction recording

According to the report, the knowledge base for self-service is the most important component of the e-service stack. The report goes on to note that the delivery of one right answer is extremely critical in self-service channels. IntelliResponses patented Instant Answer Agent technology delivers One Right Answer to consumer and customer service agent questions 24 hours a day, 7 days a week across a wide array of assisted and self-service channels. We are honored to be included in this years Magic Quadrant for e-Services Suites, said David Lloyd, President of IntelliResponse. Our unique One Right Answer capability provides a consistent customer experience across corporate web sites, agent desktops, social media platforms and mobile devices. This unique multi-channel capability continues to help our client base increase sales, reduces service costs and increase customer satisfaction. About IntelliResponse Systems Inc. IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions. The companys Instant Answer Agent, an industry leading On Demand software platform, allows consumers on web sites and

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agents at contact centers to ask questions in natural language, and get one right answer regardless of the hundreds of ways the question may be asked. With more than 200 live customer-facing implementations answering 50 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer service management. Some of the worlds most recognized corporate brands and higher education institutions trust their customer service management needs to IntelliResponse including ING Direct, TD Canada Trust, Scotiabank, Penn State University, The Ohio State University, University of British Columbia and Harvard University Extension School. For more information, visitwww.intelliresponse.com. About The Magic Quadrant The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartners analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the Leaders quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Contact: Mike Hennessy VP Marketing IntelliResponse Systems Inc. 416-214-9337 Ext. 224 info@intelliresponse.com

25 Adelaide Street East - 20th Floor Toronto ON M5C 3A1

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