Brightware Announces Brightware Concierge; Revolutionary New Software Product Provides Next Generation eCustomer Assistance Directly at the Web Site.Business Editors/High-tech Writers NOVATO Novato (nōvä`tō), residential city (1990 pop. 47,585), Marin co., W Calif., N of San Fransisco on San Pablo Bay; inc. 1960. In a farming and dairying area, it produces cosmetics, metal products, telephone apparatus, lumber, and wiring , Calif.--(BUSINESS WIRE)--May 30, 2000 Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet Internet Publicly accessible computer network connecting many smaller networks from around the world. It grew out of a U.S. Defense Department program called ARPANET (Advanced Research Projects Agency Network), established in 1969 with connections between computers at the , today announced Brightware Concierge(TM), its latest Web Assistance software application that helps eBusinesses build better relationships with its customers through more effective interactions directly at the Web site. Announced as a part of the Brightware 2000 product suite, Brightware Concierge is a next generation Web Assistance application that greets customers at the Web site, responds to their customer inquiries in real-time 1. real-time - Describes an application which requires a program to respond to stimuli within some small upper limit of response time (typically milli- or microseconds). Process control at a chemical plant is the classic example. , and guides them to the information, products, or other resources best suited to their needs. Brightware Concierge allows organizations to respond to their eCustomers immediately, without introducing the eSales and eService delays typically associated with other interaction channels, such as email or telephone 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. . "Understanding customers and their needs is vital to success online in today's competitive marketplace," said Chris CHRIS Chemical Hazards Response Information System (US DoD) CHRIS California Historical Resources Information System CHRIS Computerized Human Resources Information System CHRIS Command Human Resources Intelligence System Erickson Erickson can refer to several persons:
Contraction of we are. we're we are helping companies differentiate themselves from their competition by enabling an exceptional online eCustomer experience, while ensuring that eBusinesses can deploy their most valuable resources to assist their highest priority customers and inquiries." Brightware Concierge is a Web-based eCustomer Assistance hub that automatically guides customers to the right information or right resource on the Web site - or escalates their inquiries through the most appropriate and cost-effective cost-effective, n the minimal expenditure of dollars, time, and other elements necessary to achieve the health care result deemed necessary and appropriate. interaction channel. By leveraging Brightware's proven automation technology, Brightware Concierge provides personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. , real-time answers on the Web site along with instantaneous in·stan·ta·ne·ous adj. 1. Occurring or completed without perceptible delay: Relief was instantaneous. 2. product recommendations, utilizing existing Web site content, product catalogs, and other relevant information from operational databases. "Today's eBusinesses recognize that a superior online experience is vital to servicing and retaining customers on the Web," said Jessie Liu, an analyst at Dataquest/Gartner Group. "The ability to route inquires to the right information and resources through the right communication channel is critical for enhancing customer relationships." Brightware Concierge consists of four distinct modules: -- eRoute - understands plain language inquiries and either routes customers directly to the Web page containing the information they requested, or escalates their request to the Contact Center through the most appropriate communication channel - email, chat, or voice - thereby eliminating the confusion and frustration caused by today's complex Web sites -- eAnswer - dynamically composes Web pages with specific answers to frequently asked questions or personalized, database-driven responses when there is no existing Web page that addresses the eCustomer inquiry -- eRecommend - makes product recommendations and provides side-by-side comparisons for eCustomers with specific purchase objectives -- eAdvise - for customers unfamiliar with product or their features, eAdvise helps them find the right products through detailed needs analysis, education and advice Pricing and Availability Brightware Concierge is available immediately directly from Brightware. The Concierge modules are license separately with prices beginning at $50,000. About Brightware Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. Using Brightware's complete and integrated Web, Email and Live Assistance applications, eBusinesses can dramatically increase eService levels and eSales revenues while reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at http://www.brightware.com or call 800/532-2890. Note to Editors: Brightware is a registered trademark of Brightware, Inc. |
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