Telecommunications Leader BT Deploys BackWeb Offline Access Solution

European Telecommunications Giant Improves Customer Service by Offering Field Service Engineers Offline Access to Key Support Information

San Jose, Calif., January 20, 2004— BackWeb Technologies Ltd. (Nasdaq: BWEB), announced today that BT Exact, BT's research, technology and IT operations business, has deployed BackWeb to provide offline access to critical support information to BT's field service engineers. The deployment will continue to rollout to reach more than 10,000 field service engineers.

Using BackWeb, BT's field service engineers will be able to access eAssistant, the company's knowledgebase of customer support information, while in the field and disconnected from the network. eAssistant offers engineers access to important business information including job files, safety information, diagrams and diagnostics tools. If any of this information is changed at BT's support center, it is automatically updated through BackWeb's technology when engineers reconnect to the network.

Prior to selecting BackWeb, BT was distributing CDs to deliver content to their field service employees. However, delivering the support information in this way meant that the most up-to-date content was not supplied to the field service engineers that frequently. BT Exact expects the deployment to help field service employees reduce the number of failed visits and calls into the support center by ensuring they always have access to the latest technical information.

Chris Price, chief operations officer, BT Exact, said: "BT's number one priority is to ensure that customer problems are resolved as quickly and efficiently as possible. Previously, field service engineers would call a support desk when they faced an unfamiliar or unique customer challenge. Now, they will have the latest company information at their fingertips - reducing the cost of customer visits and improving overall customer satisfaction."

"As more companies deliver enterprise applications and information to employees via the Web, there is a pressing need to extend this information to sales and service employees who are mobile and disconnected from the network," said Erez Lorber, CEO of BackWeb. "BT is the latest in a growing list of customers to recognize BackWeb's ability to deliver critical information to customer –facing employees when they need it most, and ultimately improve customer service and overall business success."

About BT Exact
BT Exact is BT's research, technology and IT operations business. It specialises in telecommunications engineering, leading-edge network design, IT system and application development and has extensive expertise in business consulting and human factors. Its knowledge helps its customers across BT Group and in selected other businesses gain maximum advantage from their investments in communications networks and IT systems, develop new capabilities and open new opportunities.

BT Exact brings together the technological expertise of BT's research laboratories and the operational experience of the teams that design and operate BT's IT systems. Backed by a team of over 6,000 technologists, it is active and influential in setting global standards.

BT Exact builds on the insights and expertise developed by its research to address the demands of the next-generation internet, as well as advanced data services, information and network security, and software systems to support communications networks worldwide.

BT Exact has people based worldwide - including locations across the UK and in Asia, continental Europe, and North America.

For more information about BT Exact, please go to www.bt.com/btexact