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[YOUCENTRIC LOGO]                                                  EXHIBIT 10.28

March 31, 2000

Mr. J. Blount Swain
2813 Croix Place
Raleigh, NC 27614

Dear Blount:

I am pleased to confirm our offer of employment as Chief Financial Officer of
YOUcentric, Inc., reporting to Don DeLoach, President, pursuant to the following
terms:

1.       START DATE AND RESPONSIBILITIES. Your official start date will be
         mutually determined between us. As we discussed, your initial
         assignment at YOUcentric will be those functions associated with the
         role of Chief Financial Officer.

2.       BASE SALARY. Your starting base salary will be $170,000.00 annually and
         will be paid in accordance with company policy, which is currently
         twice monthly. Your performance will be reviewed annually for
         appropriate salary adjustments.

3.       BONUS. YOUcentric will give you a bonus opportunity on a quarterly
         basis, based on the discretion of the President and/or Compensation
         Committee of the Board of Directors including but not limited to
         factors such as the company's success in meeting quarterly revenue
         targets, and on other quarterly metrics as reported to the investment
         banking community. Your maximum bonus payout for any given eligible
         quarter under any circumstances will be $20,000. This bonus agreement
         does not survive your leaving the company either voluntarily or
         involuntarily.

4.       STOCK PLAN. YOUcentric is a privately held company and contemplates
         adoption of an equity compensation plan for select employees. As part
         of this employment agreement, effective upon the later of the execution
         of this agreement or the commencement of employment with the company,
         you will be entitled to a grant of a stock option with respect to
         300,000 shares of YOUcentric common stock (which number reflects an
         anticipated stock split prior to an Initial Public Offering) and as
         described in the equity compensation plan and stock option award
         agreement (both of which will be provided to

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March 31, 2000
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         you upon their completion) which will fully vest and will be
         exercisable in three (3) equal (1/3) increments on the anniversary of
         your start date in the years 2001, 2002, and 2003. The exercise price
         of each option share granted pursuant to this paragraph shall be three
         dollars ($3.00). This option shall be deemed fully vested and
         exercisable in the event of a "change in control" or "corporate
         reorganization" of the company, as defined in the equity compensation
         plan and/or stock option award agreement. The options granted hereunder
         are nonqualified stock options. The stock option grant will contain an
         early exercise clause allowing for stock purchase upon employment with
         a repurchase option by YOUcentric in accordance with the vesting
         period.

         The YOUcentric equity compensation plan and any stock option award
         agreement entered into pursuant to this letter agreement shall be
         interpreted, to the fullest extent possible, in a manner consistent
         with this letter agreement. Options granted hereunder shall be
         irrevocable; provided, however, that such unvested options may be
         canceled or suspended should egregious circumstances exist which you
         have caused, such as your termination for cause.

5.       TRAVEL AND LODGING/RELOCATION EXPENSE REIMBURSEMENT. YOUcentric will
         pay for all related reasonable travel and lodging and temporary living
         expenses actually incurred by you, including but not limited to travel
         and lodging and temporary living expenses concerning your efforts to
         secure housing should you need to relocate to Charlotte. Such expenses
         shall include expenses associated with packing, transportation, storage
         and unpacking of household goods, and any other expenses which are
         mutually agreed upon in advance; provided, however, that such
         reimbursement shall be limited to a total of $40,000.00.

6.       BENEFITS. You will be eligible for our standard company benefit
         program, which includes the following benefits:

            (a)   paid holidays in accordance with the office's holiday
                  schedule; currently seven
            (b)   paid vacation in accordance with YOUcentric's standard
                  vacation policy; currently two weeks
            (c)   all employee benefits, including fully paid medical, dental,
                  life insurance, short and long term disability, SAR/SEP/401(k)
                  profit sharing plan (averaged 15% of base salary last 2
                  years), stock plan, bonus plan (averaged 10% of base salary
                  last 2 years), health club membership ($500 annual limit),
                  and/or similar plans or programs that may be established by
                  YOUcentric.

7.       NON-COMPETITION, PROPRIETARY INFORMATION, ETC. You agree to execute,
         deliver, and perform, incident to and as a condition of your employment
         by YOUcentric, Inc. (i) the employment agreement in the form attached
         hereto which has been executed by the chief executive officer of the
         company and which contains, among other things, certain noncompetition
         provisions; and (ii) the Proprietary Information and Inventions
         Agreement in the form attached hereto.

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March 31, 2000
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We look forward to establishing a long-term relationship and are extremely
confident that our partnership will be successful. If the terms described in
this agreement accurately reflect our understanding regarding your employment,
please indicate by signing in the space below.

Sincerely,

/s/ Thomas M. Fedell
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Thomas M. Fedell
Chief Executive Officer
YOUcentric, Inc.

Agreed to and Accepted:

/s/ J. Blount Swain
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J. Blount Swain
Chief Financial Officer<PAGE>   1

                                                                   EXHIBIT 10.29

                    SECOND AMENDMENT TO THE YOUCENTRIC, INC.
                          1999 EQUITY COMPENSATION PLAN

         THIS AMENDMENT is made and entered into this 9th day of August, 2000 by
YOUcentric, Inc., a North Carolina corporation (the "Corporation").

                              W I T N E S S E T H:

         WHEREAS, the Corporation has previously established and adopted the
YOUcentric, Inc. 1999 Equity Compensation Plan (the "Plan") effective December
23, 1999 as previously amended effective March 3, 2000;

         WHEREAS, section 8.1 of the Plan provides, in part, that the Board of
Directors of the Corporation ("the "Board") at any time and from time to time
may amend the Plan, provided that to the extent required by section 422 of the
Internal Revenue Code of 1986, as amended (the "Code"), and except as provided
in Section 3.10 of the Plan, no amendment may, without shareholder approval,
increase the maximum number of shares of common stock of the Corporation which
are available for issuance pursuant to awards granted under the Plan;

         WHEREAS, section 3.10 of the Plan provides, in part, that in the event
of a stock dividend with respect to the common stock of the Corporation, the
committee under the Plan may make equitable adjustments in the limitation on the
aggregate number of shares of common stock of the Corporation authorized for
issuance pursuant to grants under the Plan, the number of shares of common stock
of the Corporation subject to outstanding awards under the Plan and the exercise
price per share of common stock of the Corporation under outstanding awards
under the Plan;

         WHEREAS, the Board effected a three-for-two share split of its Common
Stock by way of a 50% share dividend August 9, 2000;

         WHEREAS, the Board acting as the committee under the Plan took action
pursuant to section 3.10 of the Plan, effective at such time as such share split
was effected, to make equitable adjustments in the aggregate number of shares of
common stock of the Corporation authorized for issuance pursuant to grants under
the Plan, the number of shares of common stock of the Corporation subject to
outstanding awards under the Plan and the exercise price per share of common
stock of the Corporation under outstanding awards under the Plan; and

         WHEREAS, as a result of such Board action there were 5,325,000 shares
of common stock of the Corporation authorized for issuance under the Plan.

         NOW, THEREFORE, IT IS HEREBY RESOLVED, in consideration of the premises
herein contained, the Corporation hereby amends the Plan as follows:

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         1. The first sentence of section 3.5 of the Plan is hereby amended to
read as follows effective as of the date hereof:

                  "3.5 Subject to adjustment as provided in Section 3.10 of the
         Plan, the aggregate number of shares of Stock which are available for
         issuance pursuant to Awards granted under the Plan shall be Five
         Million Three Hundred Twenty-Five Thousand (5,325,000)."

         2. This Amendment does not supersede the terms and conditions of the
Plan, except to the extent expressly described herein.

         IN WITNESS WHEREOF, the Corporation has caused this Amendment to be
executed by its duly authorized officer, all as of the day and year first above
written.

                                              YOUCENTRIC, INC.

                                              By:   /s/ Blount Swain
                                                 -------------------------------
                                                 Name:  Blount Swain
                                                 Title: Chief Financial Officer

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