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BMC Software Delivers Advanced Siebel Management to Ensure Peak Application Performance and Optimize Contact Centers PATROL(R) for Siebel eBusiness Applications Allows Companies to Manage Siebel Contact Centers and Business Process Performance in Real Time, Reducing TCO HOUSTON, Feb. 17 /PRNewswire-FirstCall/ -- BMC Software, Inc. , a leading provider of enterprise management, today announced that PATROL for Siebel eBusiness Applications now delivers management for Siebel eBusiness Applications Actual Response Measurement and Siebel Computer Telephony Integration (CTI) for Siebel contact centers. BMC Software is expanding its industry-leading applications management solution suite and significantly reducing total cost of ownership (TCO) by increasing productivity, optimizing the end-user experience and enhancing customer acquisition satisfaction and retention for Siebel eBusiness Applications. PATROL for Siebel eBusiness Applications manages the availability and performance of Siebel eBusiness Applications and databases, as well as other integrated applications across the enterprise. As a result, customers can manage availability from the actual end-user perspective, maximizing the benefits delivered by Siebel eBusiness Applications. With the scalable and robust PATROL infrastructure, users achieve centralized remote deployment, configuration and administration, which optimizes service levels in Siebel contact centers. "As a leader in application stability, operations and performance management, we chose PATROL for Siebel eBusiness Applications to help us meet our Siebel application service level requirements and those of our customers," said Dave Heard-Zimin, vice president, Product Marketing, ApplicationCare BV, specialists in assisting Siebel customers in reducing implementation and systems operational risks. "We look forward to the upcoming version of PATROL for Siebel eBusiness Applications and its increased focus on end-user performance and Siebel Call Center management." Managing Siebel Computer Telephony Integration (CTI) and Communication Server Customers using Siebel CTI, supported by Siebel Communication Manager, can now manage their call center with PATROL for Siebel eBusiness Applications. To ensure continuity ofbusiness processes and reduce the TCO of Siebel applications, contact centers have to be available constantly and operators have to respond promptly to customer requests. Reduced CTI and Communication server availability and performance will greatly affect employees' productivity and the level of service delivered to the customers -- dramatically affecting satisfaction and potentially causing lost revenues. CTI provides voice-channel support for call center agents and is bundled with the Dialogic CT Connect service created to provide communication with the telephone switch and link. PATROL for Siebel eBusiness Applications manages the availability and performance of CT Connect Server and Call Information Manager requests, identifying failed requests and those that are showing slow response. It also allows call center operators to be sure that they receive the right data in the right place at the right time, which improves the productivity of both call center operators and Siebel administrators. Siebel Actual Response Measurement End-user experience is a benchmark of Siebel performance. PATROL for Siebel eBusiness Applications provides response time measurement for each step of the actual requests that end-users make to Siebel eBusiness Applications. With PATROL, Siebel administrators now have a simple view of several different performance measurements including the response time of Siebel server components, supporting tasks, database, Web servers and other technologies associated with the end-user session. Emphasis on actual users' sessions means improving the manageability of Siebel eBusiness Applications rather than focusing on isolated performance metrics like pre-recorded synthetic transitions or just general application uptime.When Siebel eBusiness Applications deliver high availability and performance, users are more willing to adopt the technology and pass the benefits on to their customers. "The new PATROL for Siebel eBusiness Applications provides our Siebel administration team with a simple way of understanding actual end-user performance," said Jay Gardner, CIO, BMC Software. "By providing the real response time for each individual step in a user's transaction, we are able to narrow down the cause of the failure or performance degradation quickly in order to minimize the impact on the business service." BMC Software is a Strategic Partner of Siebel Systems, was the first partner to validate a management product for Siebel eBusiness Applications and they currently have eleven products validated with Siebel Systems, including PATROL for Siebel eBusiness Applications. BMC Software uses Siebel eBusiness Applications internally to deliver increased satisfaction for its own customers worldwide. This unique combination of insight into the customers' needs and technical capability has made application management from BMC Software a solution of choice for companies that rely on Siebel eBusiness Pricing and Availability PATROL for Siebel eBusiness Applications isavailable immediately on a global basis. Pricing starts at $3500 and varies depending on number and size of Siebel application servers. About Application Management BMC Software's Enterprise Systems Management solutions enable IT organizations to manage what matters at a business service level through comprehensive solutions for Application, Infrastructure and Service Management. PATROL for Siebel eBusiness Applications is part of BMC Software's Application Management solutions, which deliver themost in-depth performance and availability management for the broadest range of applications. These solutions ensure a consistent and acceptable user experience, minimize cost of implementation and operations, improve data accuracy and timeliness and ensure that applications meet customers' business objectives. About BMC Software BMC Software, Inc., is a leading provider of enterprise management solutions that empower companies to manage IT from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management. Founded in 1980, BMC Software has offices worldwide and fiscal 2003 revenues of more than $1.3 billion. For more information about BMC Software, visit http://www.bmc.com/ . BMC Software, the BMC Software logos, and all other BMC Software product or service names are registered trademarks or trademarks of BMC Software, Inc. All other trademarks or registered trademarks belong to their respective companies. http://www.newscom.com/cgi-bin/prnh/20011003/BMCLOGO http://photoarchive.ap.org/ DATASOURCE: BMC Software, Inc. CONTACT: Heather Real of BMC Software, Inc., +1-713-918-1649, or ; or Julie Redard of Porter Novelli, +1-617-897-8200, or , for BMC Software, Inc. Web site: http://www.bmc.com/

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