Aptex Announces Strategic Partnership With Acuity to Offer Internet-Based Customer Interaction Capabilities.SAN DIEGO--(BUSINESS WIRE)--Dec. 18, 1998-- Alliance Brings Together Market Leaders for Unified E-Commerce and Customer Support Solutions Aptex Software Inc., a leading provider of personalized customer interaction software and subsidiary of HNC (HNC Software Inc., San Diego, CA) A software company that specialized in products that detect credit card fraud, manage merchant risk, automate lending decisions and home valuations and manage retail inventories. Founded in 1986 by Robert Hecht-Nielsen and Todd W. Software Inc., today announced the formation of a strategic partnership with Acuity acuity /acu·i·ty/ (ah-ku´i-te) clarity or clearness, especially of vision. a·cu·i·ty n. Sharpness, clearness, and distinctness of perception or vision. Corp., a leading provider of Web-based customer interaction solutions. The partnership will provide a robust and user-friendly software environment for companies looking to increase overall customer satisfaction through email interactions and over the Internet. With the joint Aptex and Acuity solution, companies will now be able to offer unique Web-based self-service options to their customers in conjunction with an escalation path to live help. Using Aptex's SelectResponse 3.0 with Acuity WebCenter Enterprise(TM) enables both Aptex and Acuity customers to realized immediate returns through improved e-commerce results and decreased customer support costs. "There is no question that the market is looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. more integrated solutions that allow personalized customer interaction across multiple contact points," said Allen Bonde, director of advisory services advisory services advisory services provided to the public, in their capacity as owners and managers of animals, are an important part of veterinary science. They may be provided by government bureaux, by commercial companies who deal in pharmaceuticals or animals or animal at The Extraprise Group. "Customer service at leading businesses increasingly spans the call center, email, Web self-service and even live, IP-based interaction. That's why this partnership makes a lot of sense for both parties, and why it is important news for organizations looking to enable their complete Internet customer lifecycle." For companies that use SelectResponse 3.0 for automated email response, Acuity WebCenter Enterprise offers live, Web-based self-service and live help functionality. The WebCenter Response Unit(TM) enables users to retrieve information through a searchable, browseable interface while the Web Center Email Response Unit(TM) provides email replies and assigns and queues emails for agents' review. The WebCenter WebACD(TM) routes and queues messages for live support based on multiple attributes, including session information (via Acuity DataWake(TM)), historical customer data, and agent skills and attributes. The WebCenter technology also allows live communication via text-conferencing, browser screen synchronization (1) See synchronous and synchronous transmission. (2) Ensuring that two sets of data are always the same. See data synchronization. (3) Keeping time-of-day clocks in two devices set to the same time. See NTP. , telephony call-back and voice-over-IP. With WebCenter Enterprise SelectResponse customers can decrease costs per contact through more efficient self-service, and improve e-commerce efforts and customer satisfaction through the addition of live help. SelectResponse 3.0 will effectively turn the email channel into a self-service channel for customer support by integrating four key features with Acuity's WebCenter. These include intelligent text message analysis for automated email, Web forms and chat; a Virtual Advisor functionality that provides agents with a suggested response to an incoming message based A communications interface between two systems that is based on a set of text commands. A message-based system is a type of client/server relationship, in which requests are made by a client component, and the results are provided by a server component. on previously-answered inquiries; intelligent search capabilities using Aptex's patented Context Vector(TM) technology and the ability to match browser behavior and other customer history for up-sell and cross-sell opportunities. With Aptex's SelectResponse 3.0 Acuity customers can increase the accuracy rates of their Web-based self-service and automated email replies, and provide agents with dynamically generated recommendations for live interaction. "Aptex has emerged as a leader in the Internet-based intelligent response market," said Dean Cruse, vice president, marketing Acuity. "With the joint Acuity/Aptex solution, companies can offer multiple, integrated self-service and live help options -- all through the Internet. The main benefactors will be the end customers who will now be able to receive information in even more efficient, user-friendly delivery modes." "When choosing a partner in the Web-based customer interaction market space, we looked for complementary vision, best-of-breed technology and a proven track record," said John Gaffney John H. Gaffney (June 29 1855 - August 8 1913), nicknamed the "King of Umpires" and "Honest John", was an American umpire and manager in Major League Baseball. He was baseball's first great umpire, and played a pioneering role in the use of multiple umpires in baseball games. , vice president marketing, Aptex. "Acuity offers all three. We look forward to working closely on our mutual goals of enabling our customers to offer premium, cost effective customer service." About Acuity's WebCenter Enterprise WebCenter Enterprise is a comprehensive solution for Web-based customer interaction. The highly scalable communication software integrates interactive self-service, automated email queuing and response, a complete WebACD for IP-based live help request queuing and routing, and live interaction through multiple channels including text conferencing, browser screen synchronization, telephony callback An authentication technique that calls the sender back. After connection is made, the receiving side breaks the connection and calls the sender to ensure that the logon was made from the authorized computer. Callback prevents a stolen ID and password from being used on a different machine. and voice/video-over-IP conferencing. With WebCenter, companies can decrease cost per customer contact, improve e-commerce results and increase overall customer satisfaction. WebCenter has won numerous acclaim, including a Call Center Solutions Editor's Choice and a KPMG KPMG Klynveld Peat Marwick Goerdeler (accounting firm) KPMG Kaiser Permanente Medical Group KPMG Keiner Prüft Mehr Genau (German) KPMG Kommen Prüfen Meckern Gehen Product of the Year award. About Aptex's SelectResponse 3.0 SelectResponse 3.0 incorporates a "Virtual Support Team" to improve the quality, personalization and throughput of responses to real-time customer inquiries via email, call centers, Web pages and chat rooms. The Virtual Support team includes modules for skill-based routing (Virtual Dispatcher Software that determines what pending tasks should be done next and assigns the available resources to accomplish it. It may execute other programs or generate a list for human operators to follow. See scheduler. ), automated response (Virtual Agent), enhanced agent productivity (Virtual Advisor), and automated sales offers based on the content and context of the incoming message (Virtual Salesforce). This latest version of SelectResponse features an integrated Java-based GUI (Graphical User Interface) A graphics-based user interface that incorporates movable windows, icons and a mouse. The ability to resize application windows and change style and size of fonts are the significant advantages of a GUI vs. a character-based interface. that significantly improves ease of use for document response management including new text detection, response category management, action management and personalized response template creation. About Acuity Corp. Founded in 1995, Acuity Corp. is the leading provider of Web-based customer interaction solutions. Acuity's Internet-centric communications software (communications, software) communications software - Application programs, operating system components, and probably firmware, forming part of a communication system. These different software components might be classified according to the functions within the Open Systems is used by more than 2,700 organizations to conduct e-commerce and provide online customer service. Acuity has received more than $20 million in private equity funding Equity funding An investment consisting of a life insurance policy and a mutual fund. The insurance policy is paid by the collateral value of fund shares, giving the investor the advantages of insurance protection with the growth potential of a mutual fund. and has headquarters in Austin, Texas. They can be reached at 512/425.2200, toll free at 888/242.8669, or via the Web at www.acuity.com. About Aptex Software Inc. Aptex Software Inc. develops intelligent client/server software that mines content to automate electronic customer interactions. Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
Using proprietary Content Mining(TM) technology including neural networks and a Context Vector(TM) data model, Aptex solutions "learn" relationships between unstructured information and correlates real-time action based on predictive behavior and trends. Aptex customers are faced with addressing the business-critical needs of electronic commerce, high technology, financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. and the retail industry. With headquarters in San Diego San Diego (săn dēā`gō), city (1990 pop. 1,110,549), seat of San Diego co., S Calif., on San Diego Bay; inc. 1850. San Diego includes the unincorporated communities of La Jolla and Spring Valley. Coronado is across the bay. , Aptex Software Inc. is a subsidiary of HNC Software Inc. (Nasdaq:HNCS HNCS Host Naval Computer System HNCS Host Navy Combat Systems ). For more information about Aptex Software Inc., visit www.aptex.com or call 888/623.0554. About HNC Software Inc. With headquarters in San Diego, HNC Software Inc. (Nasdaq:HNCS) is a world leader in the development and delivery of predictive software solutions in client/server environments. HNC Software Inc. provides innovative predictive software systems in the financial services, retail, insurance information, electronic commerce and telecommunications markets. For more information on HNC Software Inc., contact Jane Leonard at 5930 Cornerstone Court West, San Diego, Calif. 92121, 619/546-8877. For the company's investor relations Investor relations The process by which the corporation communicates with its investors. hotline, call 800/396-8052. |
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