ADC Selects Servicesoft's eService Solutions to Maintain the Customer Connection.Business/Technology Editors NATICK, Mass.--(BUSINESS WIRE)--March 6, 2000 Servicesoft Helps ADC (1) See A/D converter. (2) (Apple Display Connector) A peripheral connector from Apple that combines digital video display, USB and power in one cable. Provide Internal and External Online Self-Help Solution -- Reduces CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. Training And Response Time Servicesoft Technologies, Inc.(R), today announced ADC (Nasdaq:ADCT ADCT Adaptive Discrete Cosine Transform )(www.adc.com), a global supplier of network equipment, software and integration services, has adopted Servicesoft's innovative eService solutions to enhance customer service. ADC plans to leverage Servicesoft's intelligent eService solutions to increase overall customer satisfaction and reduce training and response time for its internal customer service representatives (CSRs). Recognizing the need to provide exceptional eService to customers, ADC plans to implement Servicesoft Web Advisor(R) into its internal and external technical support centers by April 2000. As one of the key components of Servicesoft eCenter, Web Advisor is most often the first deployment stage to a fully integrated eService offering. Using an intelligent Expert Reasoning(tm) methodology, Servicesoft Web Advisor delivers intuitive self-service via the Internet, allowing ADC's customers to successfully resolve their own problems online, while offering ADC's CSRs assisted service in delivering consistent, high-quality and easily accessible answers. "Servicesoft's intelligent eService solutions will allow us to significantly enhance our customer service process by providing faster, easier-to-use and more convenient services to our employees and customers," said Candyce Anderson, business project analyst at ADC. "Traditionally, it takes up to nine months to train a customer service representative on our products. Servicesoft's flexible and intelligent solution offers us a central location to look for answers, allowing first-level CSRs to respond to simpler questions and freeing up time for more knowledgeable CSRs to focus on the most challenging questions. Leveraging the power of Servicesoft's eService solutions, ADC can provide both internal and external users with easier and faster access to the most up-to-date information available." "Our relationship with ADC illustrates Servicesoft's leading position in the eService market and reiterates ADC's commitment to providing exceptional customer service," said Chris Butler There is also Chris Butler (musician) (The Waitresses). Christopher John Butler, known as Chris Butler (born 12 August 1950), was a British Conservative Party politician. , CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. and president of Servicesoft. "By centralizing ADC's knowledge base and eliminating anecdotal responses to customer inquiries, Servicesoft is empowering ADC to succeed in the fiercely competitive telecommunications industry. Our solutions aim to help them build and strengthen their customer relationships, resulting in increased loyalty and retention." About ADC ADC Telecommunications ADC Telecommunications (NASDAQ: ADCT) is a communications company located in Eden Prairie, Minnesota, a southwest suburb of Minneapolis. History In 1935, Ralph Allison founded ADC Telecommunications in the basement of his south Minneapolis home, inventing ADC's very , Inc. is a leading global supplier of network equipment, software and integration services for broadband, multiservice networks that deliver data, video and voice communications over telephone, cable television, Internet, broadcast, wireless and enterprise networks. ADC's broadband, multiservice network solutions enable local access, high-speed transmission and software management of communications services from service providers to consumers and businesses over fiber-optic, copper, coaxial and wireless media. Headquartered in Minneapolis, Minnesota “Minneapolis” redirects here. For other uses, see Minneapolis (disambiguation). Minneapolis (pronounced IPA: /ˌmɪniˈæpəlɪs/) is the largest city in the U.S. , ADC has approximately 14,400 employees around the world and annual sales of $2.1 billion. ADC's stock is included in the Standard and Poor's Noun 1. Standard and Poor's - a broadly based stock market index Standard and Poor's Index 500 Index and the Nasdaq-100 Index. For additional information, visit our Web site at www.adc.com. About Servicesoft Technologies, Inc. Servicesoft Technologies Inc. (http://www.servicesoft.com) is a recognized leader in eService solutions. Its flagship product Servicesoft eCenter(tm) is a robust knowledge-driven eService solution that includes applications for self-help, e-mail response and live customer interaction. This comprehensive eService solution is crucial to enabling companies to leverage the promise of the Internet in achieving a paradigm shift A dramatic change in methodology or practice. It often refers to a major change in thinking and planning, which ultimately changes the way projects are implemented. For example, accessing applications and data from the Web instead of from local servers is a paradigm shift. See paradigm. in customer service to drive initial sales, generate loyal customers, obtain repeat business, and do it all more efficiently than traditional methods. Furthermore, Servicesoft eCenter maximizes an organization's call center and e-commerce investments by easily integrating with the existing technology infrastructure, including automatic call distributors (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ), customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) systems, databases, and e-commerce applications. Major companies worldwide, such as Cisco Systems, Intel, Motorola, IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) , Eddie Bauer, GTE GTE General Telephone & Electronics GTE Génie Thermique et Énergie (French) GTE Gas Turbine Engine GTE Global Tropospheric Experiment GTE Geothermal Energy GTE Gas Turbine Efficiency plc (Sweden & USA) , Verio and NBTel rely upon the company's award-winning offerings. The company's partners include leading call center, system integration, and customer relationship management companies. Privately held, Servicesoft Technologies is headquartered in Natick, Mass., and has offices throughout the U.S., Canada, and Europe. Servicesoft, Web Advisor and eCenter are registered trademarks or trademarks of Servicesoft Technologies, Inc. All other brands and products referenced herein are acknowledged to be registered trademarks or trademarks of their respective holders. |
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