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                                                                   EXHIBIT 10.20

                                YOUCENTRIC, INC.

                  2000 NON-EMPLOYEE DIRECTORS STOCK OPTION PLAN

SECTION 1. GENERAL PURPOSE OF THE PLAN; DEFINITIONS.

1.1      General. The name of the plan is the YOUcentric, Inc. 2000 Non-Employee
         Directors Stock Option Plan (the "Plan"). The purpose of the Plan is to
         enable YOUcentric, Inc. and its successors and assigns (the "Company")
         to attract and retain non-employee directors and further align their
         interests with those of the Company's shareholders by providing for or
         increasing their equity interests in the Company. It is anticipated
         that providing such persons with a direct stake in the Company's
         welfare will assure a closer identification of their interests with
         those of the Company, thereby stimulating their efforts on the
         Company's behalf and strengthening their desire to remain with the
         Company.

1.2      Effective Date. This Plan shall become effective and shall be deemed to
         have been adopted on June 16, 2000 (the "Effective Date").

1.3      Definitions. The following terms shall be defined as set forth below:

         (a)      "Act" means the Securities Exchange Act of 1934, as amended.

         (b)      "Board" means the Board of Directors of the Company.

         (c)      "Code" means the Internal Revenue Code of 1986, as amended,
                  and any successor Code, and related rules, regulations and
                  interpretations.

         (d)      "Fair Market Value" means the fair market value of a share of
                  Stock, as determined in good faith by the Committee; provided,
                  however, that

                  (i)      if the Stock is listed on a national securities
                           exchange, Fair Market Value on a date shall be the
                           closing sale price reported for the Stock on such
                           exchange on such date if at least 100 shares of Stock
                           were sold on such date or, if fewer than 100 shares
                           of stock were sold on such date, then Fair Market
                           Value on such date shall be the closing sale price
                           reported for the Stock on such exchange on the last
                           prior date on which at least 100 shares were sold,
                           all as reported in The Wall Street Journal or such
                           other source as the Committee deems reliable; and

                  (ii)     if the Stock is not listed on a national securities
                           exchange but is admitted to quotation on the National
                           Association of Securities Dealers Automated Quotation
                           System or other comparable quotation system, Fair
                           Market Value on a date shall be the last sale price
                           reported for the Stock on such system on such date if
                           at least 100 shares of Stock were sold on such date
                           or, if fewer than 100 shares of Stock were sold on
                           such date, then Fair

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                           Market Value on such date shall be the average of the
                           high bid and low asked prices reported for the Stock
                           on such system on such date or, if no shares of Stock
                           were sold on such date, then Fair Market Value on
                           such date shall be the last sale price reported for
                           the Stock on such system on the last date on which at
                           least 100 shares of Stock were sold, all as reported
                           in The Wall Street Journal or such other source as
                           the Committee deems reliable; and

                  (iii)    If the Stock is not traded on a national securities
                           exchange or reported by a national quotation system,
                           if any broker-dealer makes a market for the Stock,
                           then the Fair Market Value of the Stock on a date
                           shall be the average of the highest and lowest quoted
                           selling prices of the Stock in such market on such
                           date if at least 100 shares of Stock were sold on
                           such date or, if fewer than 100 shares of Stock were
                           sold on such date, then Fair Market Value on such
                           date shall be the average of the high bid and low
                           asked prices for the Stock in such market on such
                           date or, if no prices are quoted on such date, then
                           Fair Market Value on such date shall be the average
                           of the highest and lowest quoted selling prices of
                           the Stock in such market on the last date on which at
                           least 100 shares of Stock were sold.

                  (iv)     Notwithstanding the foregoing, the Fair Market Value
                           of the Stock on the effective date of the Company's
                           initial public offering shall be the offering price
                           to the public of the Stock on such date.

         (e)      "Non-Employee Director" means each member of the Board who is
                  not an employee of the Company or any of its Subsidiaries (a
                  "Non-Employee Director").

         (f)      "Option" means any option granted pursuant to Section 4 to
                  purchase shares of Stock.

         (g)      "Option Agreement" means the written agreement between the
                  Company and a Non-Employee Director evidencing the grant of an
                  Option to the Non-Employee Director under this Plan.

         (h)      "Service Relationship" means a Non-Employee Director's
                  relationship as a non-employee director of the Company.

         (i)      "Stock" means the common stock of the Company, subject to
                  adjustments pursuant to Section 3.

         (j)      "Subsidiary" means any corporation or other entity (other than
                  the Company) in any unbroken chain of corporations or other
                  entities beginning with the Company if each of the
                  corporations or entities (other than the last corporation or
                  entity in the unbroken chain) owns stock or other interests
                  possessing 50 percent or more

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                  of the economic interest or the total combined voting power of
                  all classes of stock or other interests in one of the other
                  corporations or entities in the chain.

SECTION 2. ADMINISTRATION OF PLAN; COMMITTEE

2.1      Administration of Plan. The Plan shall be administered by the Board, or
         at the discretion of the Board, by a committee or committees of the
         Board, comprised of not fewer than two directors. All references herein
         to the Committee shall be deemed to refer to the group then responsible
         for administration of the Plan at the relevant time (i.e., either the
         Board or a committee or committees of the Board, as applicable).

2.2      Powers of Committee. The Committee shall have the power and authority
         to grant Options consistent with the terms of the Plan, including the
         power and authority:

         (a)      to determine and modify from time to time the terms and
                  conditions, including restrictions, not inconsistent with the
                  terms of the Plan, of any Option, which terms and conditions
                  may differ among individual Options and Non-Employee
                  Directors, and to approve the Option Agreement evidencing each
                  Option;

         (b)      to accelerate at any time the exercisability or vesting of all
                  or any portion of any Option;

         (c)      to impose any limitations on Options granted under the Plan,
                  including limitations on transfers, repurchase provisions and
                  the like and to exercise repurchase rights or obligations;

         (d)      to extend at any time the period in which Options may be
                  exercised; and

         (e)      at any time to adopt, alter and repeal such rules, guidelines
                  and practices for administration of the Plan and for its own
                  acts and proceedings as it shall deem advisable; to interpret
                  the terms and provisions of the Plan and any Option (including
                  related Option Agreements); to make all determinations it
                  deems advisable for the administration of the Plan; to decide
                  all disputes arising in connection with the Plan; and to
                  otherwise supervise the administration of the Plan.

         All decisions and interpretations of the Committee shall be final,
         conclusive and binding on all persons, including the Company and
         Non-Employee Directors receiving Options under this Plan.

SECTION 3. STOCK ISSUABLE UNDER PLAN; MERGER; SUBSTITUTION.

3.1      Stock Issuable. Subject to adjustment as provided in Section 3.2, the
         aggregate number of shares of Stock which are available for issuance
         pursuant to Options granted under the Plan shall be One Hundred Twenty
         Thousand (120,000). Such shares of Stock shall be made available from
         authorized and unissued shares of Stock. If, for any reason, any shares
         of Stock awarded or subject to purchase under the Plan are not
         delivered or

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         purchased, or are reacquired by the Company, for reasons including, but
         not limited to, termination, expiration or cancellation of an Option,
         such shares of Stock shall not be charged against the aggregate number
         of shares of Stock available for issuance pursuant to Options granted
         under the Plan and shall again be available for issuance pursuant to
         Options granted under the Plan. If the exercise price and/or
         withholding obligation under an Option is satisfied by tendering shares
         of Stock to the Company (either by actual delivery or attestation),
         only the number of shares of Stock issued net of the share of Stock so
         tendered shall be deemed delivered for purposes of determining the
         maximum number of shares of Stock available for issuance under the
         Plan.

3.2      Changes in Stock. If any reorganization, recapitalization,
         reclassification, stock split, stock dividend, or consolidation of
         shares of Stock, merger or consolidation or separation, including a
         spin-off, of the Company or sale or other disposition by the Company of
         all or a portion of its assets, any other change in the Company's
         corporate structure, or any distribution to shareholders other than a
         cash dividend results in the outstanding shares of Stock, or any
         securities exchanged therefor or received in their place, being
         exchanged for a different number or class of shares of Stock or other
         securities of the Company, or for shares of Stock or other securities
         of any other corporation; or new, different or additional shares or
         other securities of the Company or of any other corporation being
         received by the holders of outstanding shares of Stock, then the
         Committee shall make equitable adjustments in:

         (a)      the limitation on the aggregate number of shares of Stock that
                  may be awarded as set forth in Section 3.1;

         (b)      the number of shares and class of Stock that may be subject to
                  an Option, and which have not been issued or transferred under
                  an outstanding Option;

         (c)      the purchase price to be paid per share of Stock under
                  outstanding Options; and

         (d)      the terms, conditions or restrictions of any Option and Option
                  Agreement, including the price payable for the acquisition of
                  Stock;

         The Committee may also adjust the number of shares subject to
         outstanding Options and the exercise price and the terms of outstanding
         Options to take into consideration material changes in accounting
         practices or principles, extraordinary dividends, acquisitions or
         dispositions of stock or property or any other event if it is
         determined by the Committee that such adjustment is appropriate to
         avoid distortion in the operation of the Plan.

3.3      Market Stand-Off. In connection with any underwritten public offering
         by the Company of its equity securities pursuant to an effective
         registration statement filed under the Securities Act of 1933,
         including the Company's initial public offering, a Non-Employee
         Director shall not sell, make any short sale of, loan, hypothecate,
         pledge, grant any option for the purchase of, or otherwise dispose or
         transfer for value or otherwise agree to engage in any of the foregoing
         transactions with respect to, any Stock acquired under the Plan without
         the prior written consent of the Company or its underwriters. Such
         restriction (the "Market Stand-Off") shall be in effect for such period
         of time from

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         and after the effective date of the final prospectus for the offering
         as may be requested by the Company or such underwriters. In no event,
         however, shall such period exceed one hundred eighty (180) days. Any
         new, substituted or additional securities that are by reason of any
         recapitalization or reorganization distributed with respect to Stock
         acquired under the Plan shall be immediately subject to the Market
         Stand-Off, to the same extent the Stock acquired under the Plan is at
         such time covered by such provisions. In order to enforce the Market
         Stand-Off, the Company may impose stop-transfer restrictions with
         respect to the Stock acquired under the Plan until the end of the
         applicable stand-off period.

SECTION 4. OPTIONS.

4.1      General. Any Option granted under the Plan shall be evidenced by a
         written Option Agreement, which shall be subject to and incorporate, by
         reference or otherwise, the applicable terms and conditions of the
         Plan, and any other terms and conditions, not inconsistent with the
         Plan, as may be imposed by the Committee. Each Option granted under the
         Plan shall not be intended to constitute an incentive stock option
         within the meaning of Code section 422. All grants of Options to
         Non-Employee Directors under this Plan shall be automatic and
         non-discretionary and shall be made strictly in accordance with this
         Section 4. No person shall have any discretion to select which
         Non-Employee Directors shall be granted Options (except as provided
         herein with respect to the Committee's authority to identify ineligible
         Non-Employee Directors) or to determine the number of shares to be
         covered by such Options.

4.2      Terms of Options. Options granted under the Plan shall be subject to
         the following terms and conditions and shall contain such additional
         terms and conditions, not inconsistent with the terms of the Plan, as
         shall be specified in the corresponding Option Agreements.

         (a)      Initial Grants. Each person who is a Non-Employee Director on
                  the Effective Date, other than David Scanlan and C. Toms
                  Newby, III, shall, on the Effective Date, without further
                  action by the Board, automatically be granted an Option to
                  purchase Thirty Thousand (30,000) shares of Stock, subject to
                  adjustment as provided in Section 3.2 hereof. In addition,
                  each person who first becomes a Non-Employee Director after
                  the Effective Date, other than a Non-Employee Director who has
                  been an employee of the Company or any Subsidiary at any time
                  within the period of twelve (12) months ending on the date
                  such person becomes a Non-Employee Director and other than a
                  Non-Employee Director who is affiliated with an entity that
                  invested in the Company prior to the completion of the initial
                  public offering of the Stock (as determined by the Committee
                  in its discretion), shall, on the date such person becomes a
                  Non-Employee Director, without further action by the Board,
                  automatically be granted an Option to purchase Thirty Thousand
                  (30,000) shares of Stock, subject to adjustment as provided in
                  Section 3.2 hereof.

         (b)      Annual Grants. On the date on which a Non-Employee Director is
                  granted his initial grant under subsection (a) above, he shall
                  also, without further action by the Board, automatically be
                  granted an Option to purchase Ten Thousand (10,000)

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                  shares of Stock, subject to adjustment as provided in Section
                  3.2 hereof. In addition, on the date of the Company's annual
                  meeting of shareholders, so long as shares remain available
                  for issuance under the Plan, each person who is reelected as a
                  Non-Employee Director on such date, other than a Non-Employee
                  Director who has been an employee of the Company or any
                  Subsidiary at any time within the period of twelve (12) months
                  ending on the date such person becomes a Non-Employee Director
                  and other than a Non-Employee Director who is affiliated with
                  an entity that invested in the Company prior to the completion
                  of the initial public offering of the Stock (as determined by
                  the Committee in its discretion), shall, on such date, without
                  further action by the Board, automatically be granted an
                  Option to purchase Ten Thousand (10,000) shares of Stock,
                  subject to adjustment as provided in Section 3.2 hereof.

         (c)      Insufficient Shares. Notwithstanding the foregoing, if, on any
                  date upon which Options are to be granted under Section 4.2(a)
                  or 4.2(b) hereof, the shares of Stock remaining available for
                  issuance under this Plan is insufficient for the grant of
                  Options to purchase the total number of shares of Stock
                  specified in such Section, then each Non-Employee Director
                  entitled to receive an Option on such date shall be granted an
                  Option to purchase a proportionate amount of the available
                  number of shares of Stock (rounded down to the greatest number
                  of whole shares). Except for the Options referred to in
                  Sections 4.2(a) and (b) above, no other Options shall be
                  granted under this Plan

         (d)      Exercise Price. The exercise price per share of Stock under
                  any Option granted after the date on which the Company
                  completes the initial public offering of the Stock shall be
                  equal to the Fair Market Value of a share of Stock on the
                  grant date for the Option.

         (e)      Exercisability; Rights as a Shareholder. An Option shall
                  become vested and exercisable as follows:

                  (i)      An Option granted to a Non-Employee Director pursuant
                           to Section 4.2(a) above shall become vested and
                           exercisable as to Ten Thousand (10,000) shares of
                           Stock on each of the first three anniversaries of the
                           grant date for such Option, provided that the
                           Non-Employee Director's Service Relationship has not
                           terminated prior to such date.

                  (ii)     An Option granted to a Non-Employee Director pursuant
                           to Section 4.2(b) above shall become fully vested and
                           exercisable on the first anniversary of the grant
                           date for such Option, provided that the Non-Employee
                           Director's Service Relationship has not terminated
                           prior to such date.

                  The Committee may at any time accelerate the exercisability of
                  all or any portion of any Option. An Non-Employee Director
                  shall have the rights of a shareholder only as to shares
                  acquired upon the exercise of a Option and not as to
                  unexercised Options.

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         (f)      Method of Exercise.

                  (i)      Options may be exercised in whole or in part, by
                           giving written notice of exercise to the Company,
                           specifying the number of shares to be purchased.
                           Payment of the aggregate exercise price for the
                           purchase of Shares of Stock upon exercise of an
                           Option shall be made at the time of exercise (or, in
                           case of an exercise pursuant to a cashless exercise
                           mechanism described below, as soon as practicable
                           after such exercise) in cash or by good check or by
                           tendering (either by actual delivery or by
                           attestation) shares of Stock held by the Non-Employee
                           Director for the requisite period necessary to avoid
                           a charge to the Company's earnings for financial
                           reporting purposes, as determined by the Committee in
                           its discretion, and having an aggregate Fair Market
                           Value on the date of such exercise equal to the
                           amount of cash that would otherwise be required to
                           pay the full exercise price, subject to any
                           limitations in this regard that may be set forth in
                           the corresponding Agreement. In addition, the
                           Committee may establish a cashless exercise mechanism
                           by which a Non-Employee Director may pay the exercise
                           price under an Option by irrevocably authorizing a
                           third party to sell shares of Stock acquired upon
                           exercise of the Option and remit to the Company a
                           portion of the sales proceeds that is sufficient to
                           pay the entire exercise price and/or any tax
                           withholding resulting from such exercise. Payment may
                           also be made by combining the above methods.

                  (ii)     Payment instruments will be received subject to
                           collection. No certificates for Option Shares so
                           purchased will be issued to the Non-Employee Director
                           until the Company has completed all steps required by
                           law to be taken in connection with the issuance and
                           sale of the shares, including without limitation (i)
                           receipt of a representation from the Non-Employee
                           Director at the time of exercise of the Option that
                           the Non-Employee Director is purchasing the Option
                           Shares for the Non-Employee Director's own account
                           and not with a view to any sale or distribution
                           thereof, (ii) the legending of any certificate
                           representing the shares to evidence the foregoing
                           representations and restrictions, and (iii) obtaining
                           from the Non-Employee Director payment or provision
                           for all withholding taxes due as a result of the
                           exercise of the Option. The delivery of certificates
                           representing the shares of Stock to be purchased
                           pursuant to the exercise of a Option will be
                           contingent upon receipt from the Non-Employee
                           Director (or a purchaser acting in his or her stead
                           in accordance with the provisions of the Option) by
                           the Company of the full purchase price for such
                           shares and the fulfillment of any other requirements
                           contained in the Option or applicable provisions of
                           laws.

4.3      Non-Transferability of Options. Except as provided below, an Option
         generally shall not be transferable by the Participant other than by
         will or by the laws of descent and distribution, or, to the extent
         otherwise allowed by applicable law, pursuant to a qualified domestic
         relations order as defined by the Code or the Employee Retirement
         Income Security Act of 1974, as amended, or the rules thereunder, and
         shall be exercisable during

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         the lifetime of the Participant only by him or in the event of his
         death or Disability, by his guardian or legal representative. However,
         an Option may be transferred and exercised by the transferee to the
         extent determined by the Committee to be consistent with securities and
         other applicable laws, rules and regulations and with Company policy.

4.4      Termination. Unless otherwise provided in the relevant Option Agreement
         or determined by the Committee, upon the termination of a Non-Employee
         Director's Service Relationship with the Company or its Subsidiaries,
         the Non-Employee Director's rights in his or her Options shall
         automatically terminate upon the effective date of such termination.

4.5      Listing Requirements. The Company shall not be required to issue or
         deliver any certificates for shares of Stock prior to:

         (a)      the listing of such shares on any stock exchange on which the
                  Stock may then be listed; and

         (b)      the completion of any registration or qualification of such
                  shares of Stock under any federal or state law, or any ruling
                  or regulation of any government body which the Company shall,
                  in its discretion, determine to be necessary or advisable.

4.6      Stop-Transfer Instructions. All certificates for shares of Stock
         delivered under the Plan shall be subject to such stop-transfer orders
         and other restrictions as the Committee may deem advisable under the
         rules, regulations, and other requirements of the Securities and
         Exchange Commission, any stock exchange or national quotation system
         upon which the Stock is then listed and any applicable federal or state
         laws, and the Committee may cause a legend or legends to be placed on
         any such certificates to make appropriate reference to such
         restrictions. In making such determination, the Committee may rely upon
         an opinion of counsel for the Company.

SECTION 5. TAX WITHHOLDING.

5.1      Payment by Participant. Each participant shall, no later than the date
         as of which the value of an Option or of any Stock or other amounts
         received thereunder first becomes includable in the gross income of the
         participant for Federal income tax purposes, pay to the Company, or
         make arrangements satisfactory to the Board regarding payment of, any
         federal, state, or local taxes of any kind the Company or any
         Subsidiary is required by law to withhold with respect to such income.
         The Company and its Subsidiaries shall, to the extent permitted by law,
         have the right to deduct any such taxes from any payment of any kind
         otherwise due to the participant.

5.2      Payment in Stock. Subject to approval by the Board, a participant may
         elect to have the minimum required tax withholding obligation
         satisfied, in whole or in part, by (i) authorizing the Company to
         withhold from shares of Stock to be issued pursuant to any Option a
         number of shares with an aggregate Fair Market Value (as of the date
         the withholding is effected) that would satisfy the withholding amount
         due, or (ii)

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         transferring to the Company shares of Stock owned by the participant
         with an aggregate Fair Market Value (as of the date the withholding is
         effected) that would satisfy the withholding amount due.

SECTION 6. AMENDMENT AND TERMINATION.

The Board may, at any time, amend or discontinue the Plan and the Board may, at
any time, amend or cancel any outstanding Option, but no such action shall
adversely affect rights under any outstanding Option without the holder's
consent.

SECTION 7. STATUS OF PLAN.

With respect to the portion of any Option that has not been exercised and any
payments in cash, Stock or other consideration not received by a participant, a
participant shall have no rights greater than those of a general creditor of the
Company unless the Board shall otherwise expressly determine in connection with
any Option or Options.

SECTION 8. GENERAL PROVISIONS.

8.1      No Distribution; Compliance with Legal Requirements. The Board may
         require each person acquiring Stock pursuant to an Option to represent
         to and agree with the Company in writing that such person is acquiring
         the shares without a view to distribution thereof. No shares of Stock
         shall be issued pursuant to an Option until all applicable securities
         law and other legal and stock exchange or similar requirements have
         been satisfied. The Board may require the placing of such stop-orders
         and restrictive legends on certificates for Stock and Options as it
         deems appropriate.

8.2      Delivery of Stock Certificates. Stock certificates to participants
         under this Plan shall be deemed delivered for all purposes when the
         Company or a stock transfer agent of the Company shall have mailed such
         certificates in the United States mail, addressed to the participant,
         at the participant's last known address on file with the Company.

8.3      Other Compensation Arrangements. Nothing contained in this Plan shall
         prevent the Company from adopting other or additional compensation
         arrangements, and such arrangements may be either generally applicable
         or applicable only in specific cases.

8.4      Trading Policy Restrictions. Option exercises under the Plan shall be
         subject to such Company's insider-trading-policy-related restrictions,
         terms and conditions as may be established by the Board, or in
         accordance with policies set by the Board, from time to time.

8.5      Applicable Law. The Plan and the grant of Options under the Plan shall
         be subject to all applicable federal and state laws, rules, and
         regulations and to such approvals by any United States government or
         regulatory agency as may be required.

8.6      Binding. The terms of the Plan shall be binding upon the Company, and
         its successors and assigns.

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8.7      Unfunded Plan. The Plan is intended to constitute an "unfunded" plan
         for incentive and deferred compensation. With respect to any payments
         not yet made to a Non-Employee Director by the Company, nothing
         contained herein shall give any such Non-Employee Director any rights
         that are greater than those of a general creditor of the Company. In
         its sole discretion, the Committee may authorize the creation of trusts
         or other arrangements to meet the obligations created under the Plan to
         deliver shares of Stock or payments in lieu of or with respect to
         Options under the Plan; provided, however, that, unless the Committee
         otherwise determines with the consent of the affected Non-Employee
         Director, the existence of such trusts or other arrangements is
         consistent with the "unfunded" status of the Plan.

8.8      Illegality or Unenforceability. If any provision of this Plan or an
         Option Agreement is or becomes or is deemed invalid, illegal or
         unenforceable in any jurisdiction, or would disqualify the Plan or any
         Option Agreement under any law deemed applicable by the Committee, such
         provision shall be construed or deemed amended to conform to applicable
         laws or if it cannot be construed or deemed amended without, in the
         determination of the Committee, materially altering the intent of the
         Plan or the Option Agreement, it shall be stricken and the remainder of
         the Plan or the Option Agreement shall remain in full force and effect.

8.9      Appendices. The Committee may incorporate additional or alternative
         provisions for this Plan with respect to residents of one or more
         individual states to the extent necessary or desirable under state
         securities laws. Such provisions shall be set out in one or more
         appendices hereto which may be amended or deleted by the Committee from
         time to time.

         IN WITNESS WHEREOF, this Plan is executed the ___ day of
___________________, 2000.

                                           YOUCENTRIC, INC.


                                           By:________________________________

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