SUNNYVALE, Calif. and CAMBRIDGE, Mass. -September 16, 2003- Interwoven, Inc. (Nasdaq: IWOV), a world-leading provider of content management for the enterprise, today announced the Interwoven Self-Service Solution, enabling organizations to cut support costs significantly by shifting customers and employees to online channels to find information, transact business, and resolve issues. Extending an existing relationship with leading self-service search and navigation provider iPhrase, Interwoven also announced it will re-sell iPhrase One Step, the leading ROI-driven search and navigation solution. iPhrase's unique offerings complement Interwoven's market-leading content management platform, and most importantly Interwoven MetaTagger content intelligence server software, for effectively creating, tagging, managing, and deploying business-critical enterprise content - together delivering the most powerful and effective online self-service solution on the market today.

A recent Gartner Group report claims, "Web transactions are less expensive than transactions in other forms, so increasing the number of services offered via the Web has the potential to make dramatic improvements in the organization's efficiency and productivity. However, achieving overall cost savings can only be achieved with a strong Web strategy that is supported by the transformation of other citizen contact channels, and by back-office systems that support the Web and other channels." Gartner goes on to advise organizations to "create a plan to integrate Web self-service content with the rest of the organization's content management solution." (Gartner Research Note, "Understanding True Costs of Self-Service in Government," April 12, 2003).

Interwoven's Unique Approach to Self-Service

Utilizing intelligent metadata services from Interwoven MetaTagger software and proven natural language capabilities from iPhrase that understands customers' intent, users are automatically routed to the proper online application or information that enables them to serve themselves online without ever speaking with a customer service representative. Additionally, through Interwoven's unique capability to automatically apply structure to information, regardless of its source or destination, sales and support personnel, for example, can easily search and navigate to locate critical information within their existing CRM systems (such as PeopleSoft, SAP, Siebel), knowledge bases, and support portals that best satisfies the customer's need - significantly slashing resolution time.

"As a customer-centric business, we want to provide our customers with innovative self-service capabilities that make it easy for them to do business with us," said Scott Tonjes, manager of Information Access for The Toro Company. "Solutions like those from iPhrase and Interwoven enable us to connect users to the information they need in the fewest steps and enhance the total online experience."

Key Benefits of Interwoven Self-Service Solution:

- Drives customers to serve themselves online, reducing customers use of high-cost channels like phone, e-mail, and chat;
- Increases user satisfaction through a superior online self-service experience;
- Improves call center productivity by providing faster access to support content;
- Ramps revenues by delivering the right content in the right context, driving up-sell and cross-sell opportunities.

"Enterprises have made large investments in online self-service Websites and applications as they strive to shift more of their customer service & support costs to the lower cost online channel," said Andre Pino, senior vice president of marketing at iPhrase Technologies. "Typically, however, those investments are not paying off for one simple reason: the primary user interface, the search or request bar generates pages and pages of unfocused results that frustrates users and forces them to resort to the higher cost channels. The Interwoven Self-Service Solution combines iPhrase's powerful search user interface with MetaTagger's capability to deliver robust metadata for high-value business content - providing the efficient online self-service experience customers seek, while collecting valuable usage and behavioral data."

The Interwoven Self-Service Solution: How it Works

The Interwoven Self-Service Solution accesses information in content repositories from across the enterprises that are highly relevant to meeting the needs of customers. This information is accurately organized and classified using Interwoven's own content intelligence services and tightly integrated with the iPhrase Search and Navigation Platform. The result is an efficient, easy-to-use self-service solution that enables users to enter simple or complex queries and returns precise answers in a dynamic presentation format directly from a knowledge base, categorized documents that can be navigated and sorted based on taxonomies, or sophisticated reports that blend structured information from customer databases with unstructured content like product marketing information.

"Getting the right content to the right person at the right time is the cornerstone of any competitive customer service strategy," said John Bara, senior vice president of marketing at Interwoven. "With the Self-Service Solution, Interwoven brings together a unique and powerful offering to deliver complete, accurate, and effective exposure of business-critical information to users across and outside the enterprise, dramatically improving customer satisfaction, increasing agent productivity, and cross-selling products and services to existing customers."

Availability

The Interwoven Self-Service Solution with iPhrase can be purchased from Interwoven today. For more information call 1-888-468-3796 or contact info@interwoven.com. Interwoven and iPhrase will also host a Webcast featuring AMR Senior Research Analyst, Jim Murphy, entitled "Turn Search into a Competitive Advantage by Cutting Costs While Delighting Your Customers" on Wednesday, October 1 at 1:00EDT (12:00 p.m. CDT, 10:00 a.m. PDT). To register for the Webcast click here http://www.interwoven.cn/cgi-bin/webcast?wc=selfservice.

iPhrase is a leading provider of self-service search and navigation software. iPhrase offers the patent-pending One Step platform, which combines natural language processing, multi-source retrieval, dynamic presentation and in-depth analytics to simplify access to high-value information. Through superior relevancy and usability, iPhrase One Step provides a powerful return on investment in critical applications at leading companies such as Charles Schwab & Co., U.S. Robotics, Staples, Neiman Marcus, LexisNexis, Lycos and TD Waterhouse. iPhrase's investors include Charles River Ventures, Greylock, Reed Elsevier Ventures, Sequoia Capital, TD Capital Technology Ventures and Bain Capital. Founded by former MIT researchers and business leaders, iPhrase has offices in Cambridge, MA and San Mateo, CA. For more information, please visit www.iphrase.com or call 617/577-4300. iPhrase is a registered trademark and One Step is a trademark of iPhrase Technologies, Inc.