Bertelsmann Services Inc. Selects Expertcity's DesktopStreaming for Customer Service; Global Media Giant to Use DesktopStreaming to Improve Customer Relationships and Service.Business Editors Support Services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services Conference & Expo 2001 SANTA BARBARA Santa Barbara (săn'tə bär`brə, –bərə), city (1990 pop. 85,571), seat of Santa Barbara co., S Calif., on the Pacific Ocean; inc. 1850. , Calif.--(BUSINESS WIRE)--March 27, 2001 Expertcity Inc., the leading provider of Web-based remote-access and customer-support technologies, today announced that Bertelsmann Services Inc., the $900 million services company, has licensed its DesktopStreaming(TM) technology to deliver superior customer support while gaining a tremendous increase in customer service productivity. Expertcity's patented DesktopStreaming solution enables high-touch Web-based interactions via chat, desktop sharing See remote control software. , co-browsing, file transfer and application sharing A data conferencing capability that lets two or more users interactively work on the same application at the same time. The application is loaded and running in only one machine; however, keystrokes are transmitted from and screen changes are transmitted to the other participants. . Expertcity's cross-platform, browser-independent technology has been utilized in well over 1 million collaborative sessions since its 1999 launch. Using the technology, customers will work together with a knowledgeable service or sales representative over the Web, sharing one desktop for faster problem resolution. "We have experienced a very strong return on investment with respect to DesktopStreaming, due to the degree that it enhances our agents' productivity," said Markus Ramirez, Bertelsmann Services Inc. vice president of Customer Relationship Management. "For technical support it saves us time and money, as it is easier for our agents to better collaborate with customers now that they can work together on one screen using DesktopStreaming, so call times are shorter and the calls themselves are more productive. "Technicians also have the ability to view customer screens and to control their mouse and keyboard. The ability to push Web pages and send files to the customer via the ChatLink window adds a phenomenal advantage to Bertelsmann Service's technology. And that, in turn, has contributed to a steep rise in customer satisfaction which we are thrilled to see." "It is great validation of our technology that Bertelsmann, a successful global company who prides itself at building long-term, mutually beneficial Adj. 1. mutually beneficial - mutually dependent interdependent, mutualist dependent - relying on or requiring a person or thing for support, supply, or what is needed; "dependent children"; "dependent on moisture" customer relationships is using DesktopStreaming to enhance its customer support efforts," said John Greathouse, chief financial officer and senior vice president of Strategic Development for Expertcity. "DesktopStreaming gives Bertelsmann the capability to deliver a complete customer support experience online, from the initial contact through resolution, realizing the full power of the Internet." Bertelsmann Services Inc. began using DesktopStreaming technology in its contact centers to increase customer satisfaction by reducing call handling times and increasing first-call resolution. Bertelsmann Marketing Service, another Bertelsmann division with headquarters in Germany, has been using DesktopStreaming since the fourth quarter of 2000 to provide enhanced online customer service and support. About Bertelsmann Services Inc. Bertelsmann Services Inc. is the leading international provider of customized global outsourcing solutions for Customer Relationship Management, On Demand Services, media replication, fulfillment and distribution services, print, 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 e-commerce solutions for high-tech, travel and healthcare industries. The corporate headquarters is located in Valencia, Calif. In North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , Bertelsmann Services manages five facilities on the West and East coasts to fulfill the needs of its client companies. The Southern California Southern California, also colloquially known as SoCal, is the southern portion of the U.S. state of California. Centered on the cities of Los Angeles and San Diego, Southern California is home to nearly 24 million people and is the nation's second most populated region, facilities efficiently cover the Latin America Latin America, the Spanish-speaking, Portuguese-speaking, and French-speaking countries (except Canada) of North America, South America, Central America, and the West Indies. markets. Internationally, Bertelsmann Services offers customer support and fulfillment facilities in Europe, Asia and Africa. Bertelsmann AG Bertelsmann AG German media company. Beginning as a religious printer and publisher in 1835, the company grew steadily over the next century. Though virtually destroyed by Allied bombing in 1945, it recovered quickly after World War II. , Bertelsmann Services Inc.'s parent company, is the fourth-largest media company in the world. The Bertelsmann Services Group has customer service and fulfillment centers in North America and five continents, providing integrated customized solutions for supply chain management and relationship marketing services to global corporations. About Expertcity Inc. Expertcity Inc. is the leading provider of Web-based remote-access and customer-support technologies. The company's proprietary screen-sharing technology employs a secure communication architecture that incorporates sophisticated compression to enable instant streaming of a computer's desktop display between any two Internet-connected computers. Expertcity offers three products: Expertcity.com(TM) provides technical support to consumers via a real-time marketplace; DesktopStreaming.com(TM) is an application service that allows enterprises to remotely assist their users; and GoToMyPC.com(TM) enables both consumers and enterprises to remotely access and work on their PCs from any Internet location. The company, founded in 1999, includes Sun Microsystems Sun Microsystems, Inc. (NASDAQ: JAVA[3]) is an American vendor of computers, computer components, computer software, and information-technology services, founded on 24 February 1982. , Colgate-Palmolive, LivePerson, DecisionOne, Cox Communications Cox Communications is a privately owned subsidiary of Cox Enterprises providing digital cable television and telecommunications services in the United States. It is the third-largest[2] cable television provider in the United States, serving more than 6. , SITEL Corp., CDW CDW - data warehouse and CompUSA among its clients. Investors include Sun Microsystems, ZDNet, Bertelsmann Ventures and Wit SoundView Ventures. Headquarters are located in Santa Barbara. Note to editors: Expertcity.com, Expertcity, DesktopStreaming.com and DesktopStreaming are trademarks of Expertcity Inc. Other product and company names may be trademarks, registered trademarks or service marks of their respective owners. |
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