AFC Selects InstantService Chat to Improve Customer Service and Satisfaction

With InstantService, AFC representatives are able to quickly answer customer questions, create support tickets, and communicate case status via live chat. InstantService enables AFC to enhance the quality and convenience of their technical support, thereby increasing customer satisfaction and loyalty.

SEATTLE, WA August 18, 2004 - AFC, (NASDAQ: AFCI), The Acronym for Access(SM), has selected InstantService to provide live chat to AFCs customers. With InstantService, AFC representatives are able to quickly answer customer questions, create support tickets, and communicate case status via live chat. InstantService enables AFC to enhance the quality and convenience of their technical support, thereby increasing customer satisfaction and loyalty.

"We required an easily manageable system that was also cost-effective to deploy," said Marc Fisher, manager of Customer Support Solutions at AFC. AFC has a diverse customer base, ranging from small rural independent telephone companies to the nations largest incumbent carriers and regional Bells. "When compared against ten other customer communication technologies for price and functionality, InstantService was able to deliver the best chat solution to AFC."

AFC currently uses InstantServices SupportSolution to service existing customers on the technical support area of their extranet. InstantService also offers proactive chat and email management tools designed to capture leads, increase sales and improve agent efficiency. To learn more about InstantServices SalesSolution and SupportSolution, please visit http://www.instantservice.com.

"The worlds leading telecommunications companies rely on AFCs multi-service broadband access solutions," said Mike Lande, CEO of InstantService. "We are delighted InstantService has been chosen and trusted to be a central part of AFCs online customer service strategy."

About AFC
Headquartered in Petaluma, Calif., AFC is a leading provider of broadband access solutions for the global telecommunications industry. With a customer base of more than 800 service providers worldwide, AFC continues to build and support the worlds evolving broadband access network architecture. AFC is a registered trademark and The Acronym for Access is a service mark of Advanced Fibre Communications, Inc. For more information, please visit AFC online at www.afc.com or call 1-800-690-AFCI.

About InstantService
InstantService is a Seattle-based application service provider of integrated chat, email management, knowledge base and lead capture solutions that enable businesses and call centers to increase sales and improve their customer service. InstantService is designed to easily integrate with existing e-commerce and CRM systems, facilitating valuable relationships between companies and their customers -- the first step of customer relationship management.

Over 250 companies, recognized for their commitment to quality customer service, trust InstantServices scalability, security and performance. Clients include America West Airlines, REI, H&R Block, Motorola, Gateway, 3Com, McAfee, Xerox, Sento, DiTech, Sony Online Entertainment, Cendant, Ernst & Young, and Venus Swimwear.

For more information, please call (206) 956-8000 or visit http://www.instantservice.com .

PRESS CONTACT:
Rusty Williams
Public Relations
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