Adobe Finds Picture-Perfect E-mail Solution; Desktop Software Giant Employs IslandData's Service for Website Tech Support.Business Editors/High Tech Writers CARLSBAD, Calif.--(BUSINESS WIRE)--March 13, 2000 IslandData, a leading provider of automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. response technology for the online customer service market, announced today that it has signed Adobe Systems Adobe Systems Incorporated (pronounced a-DOE-bee IPA: /əˈdoʊbiː/) (NASDAQ: ADBE) (LSE: ABS) is an American computer software company headquartered in San Jose, California, USA. Inc. (Nasdaq: ADBE ADBE Adobe Systems, Inc. (stock symbol) ), the fourth largest desktop software company in the world, as a customer of IslandData's ExpressResponse(TM), a commercial service that automates the process of quickly reading and responding to end user e-mail and web support requests. Adobe produces well-known software titles such as Adobe Acrobat Document exchange software from Adobe that allows documents to be displayed and printed the same on every computer. The Acrobat system created the Portable Document Format (PDF), which is widely used in commercial printing and on the Web. See PDF. , FrameMaker, InDesign, Illustrator, PageMaker Plus and Photoshop. The company's website, www.adobe.com, receives 6 million hits per month with 1.3 million customers accessing the customer support area. The growing popularity of the site, combined with Adobe's goal of creating a better and highly responsive experience for its customers, led to the search for a solution that would improve e-mail response while providing important information to assist its customers and expand its web-based customer services. "Prior to adopting the ExpressResponse service, our team of eight full-time customer services web support associates were working hard to respond to e-mail messages within as much as a two-week period," said Brian Turner The name Brian Turner can apply to:
Strategy used by a firm to stall payments, normally in response to exchange rate projections. response time compelled us to look for alternatives." The challenge presented by Adobe was to provide a solution that would handle e-mail inquiries and end user web form requests in a cost-effective manner without having to increase support staff. IslandData's ExpressResponse met the challenge by providing answers to electronic inquiries by e-mail in less than 10 seconds and at a fraction of the cost of answering questions manually from a customer service center. If a question requires personal attention, it is immediately forwarded to Adobe's web support team for a manual response so that no request for information goes unanswered. "We are happy that we were given the chance to step up and help solve Adobe's e-mail problem," said Guy Jones, Senior Vice President of Strategic Marketing at IslandData. "E-mail has changed the way that people and businesses communicate today. IslandData's intelligent message analysis and automated response is the best way for companies to handle the increased volume of electronic requests in the most cost-effective manner." Since being implemented, ExpressResponse has provided significant cost savings and improved responsiveness by reducing by 50 percent the e-mail response workload of Adobe's web support team. Additionally, any e-mail still requiring a manual response is now turned around in 24 hours instead of the previous two-week period. About IslandData IslandData is a leading e-business solutions provider for the online customer service market. Its flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , ExpressResponse, allows corporations to cost-effectively manage large volumes of inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound or outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" end user e-mail and web requests with minimal impact on call center workflow operations. Using natural language processing Natural language processing Computer analysis and generation of natural language text. The goal is to enable natural languages, such as English, French, or Japanese, to serve either as the medium through which users interact with computer systems such as techniques, ExpressResponse automatically reads and analyzes user inquiries and presents the requested information or the best next course of action to the user within ten seconds. With its 24/7 ASP-hosted delivery and rapid implementation, Express Response enhances any call center infrastructure and workflow. With ExpressResponse, IslandData's customers can meet end user expectations of superior service and support in today's competitive environment. IslandData, founded in 1995, counts among its customers companies such as Adobe, Agilent, AltaVista, Apple, Canon, Hewlett Packard, Juno Online Services Juno client software icon Juno is an Internet service provider based in the United States. It is a subsidiary of United Online, which also owns NetZero and Bluelight Internet Services. , Logitech, MicronPC, Novell and Symantec. For more information, contact Guy Jones, Senior Vice President of Strategic Marketing, at 760/930-9880 or guy@islanddata.com, or visit IslandData's website at http://www.islanddata.com. |
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