Brightware Selected by DialAmerica For Superior Email Assistance.Business Editors/High Tech Writers NOVATO, Calif.--(BUSINESS WIRE)--Aug. 15, 2000 Premier Teleservices Firm Implements Brightware to Provide eCustomer Assistance to its Growing Customer Contact Services Division 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 that DialAmerica Marketing, Inc., the nation's largest privately-held teleservices firm, has selected Brightware's recently announced Email Assistance 4.0 application to provide enterprise-class customer service and support for its growing Customer Contact Services Division. DialAmerica will use Brightware Email Assistance 4.0 - part of the industry-leading Brightware 2000 suite of eCustomer Assistance products - to ramp up Ramp Up To increase a company's operations in anticipation of increased demand. Notes: A company might 'ramp up' operations if they just signed a contract creating substantially more demand for their product. See also: Demand, Economies of Scale its web-based service offering for clients. With Brightware, DialAmerica expects to realize significant increases in agent productivity, resulting in both significant cost savings and improved eCustomer satisfaction. "Customers are increasingly utilizing email as a means of contacting customer service representatives, and their expectations of these interactions have heightened. Consumers now demand the ability to contact a company by email, with the guarantee of receiving an immediate and accurate answer," said Bill Conway Jr., executive vice president of DialAmerica. "Brightware's Email Assistance application will help us respond to that demand and differentiate ourselves from other teleservices firms that rely solely on servicing customers over the phone. Brightware will enable us to provide superior eCustomer Assistance through this important touchpoint." DialAmerica provides outsourced teleservices for its extensive list of clients in the consumer products & services, magazine publishers, 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. , book publishing book publishing. The term publishing means, in the broadest sense, making something publicly known. Usually it refers to the issuing of printed materials, such as books, magazines, periodicals, and the like. , entertainment, software and telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. industries. Currently servicing clients through a sophisticated call center model, DialAmerica also recognizes the need for web-based solutions to enhance their existing offerings, thereby giving consumers a choice of how to contact customer service representatives. DialAmerica's objective is to provide high-quality service while handling customer requests for its clients through a variety of methods, including phone, web and chat. In doing so, DialAmerica allows its clients to concentrate on their specific core competencies A core competency is something that a firm can do well and that meets the following three conditions specified by Hamel and Prahalad (1990):
adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound email inquiries from its clients' end customers, ranging from specific product information to product usage questions to sales-oriented requests, and they expect the volume to continue to grow rapidly. After reviewing numerous vendors, DialAmerica selected Brightware for its complete suite of products and advanced integration capabilities. Another selling point selling point n. An aspect of a product or service that is stressed in advertising or marketing. Noun 1. selling point - a characteristic of something that is up for sale that makes it attractive to potential customers was Brightware's intelligent automation technology which instantly comprehends incoming email inquiries, and then selects the best response for agents to review, click and send. Thanks to this Single Click Workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. (tm), teleservice agents are able to ensure rapid and consistent responses to eCustomers across the many organizations that each agent supports. As a result of implementing Brightware Email Assistance 4.0, DialAmerica expects significant increases in agent productivity and more satisfied customers, as agents will now be able to respond to routine inquiries more quickly, thus freeing time to respond personally to more complex questions. DialAmerica hopes to rapidly expand their web-based offerings, and looks to the Brightware 2000 suite to provide the integrated, end-to-end end-to-end a pattern of anastomosis in which severed ends are matched and united, in contrast with other patterns such as end-to-side or side-to-side. Usually applied to anastomosis of the intestine. eCustomer assistance capabilities they expect to need in the future. "We are proud to be the only solution available today to meet the needs of service organizations like DialAmerica that require a comprehensive email application to deliver unparalleled eCustomer Assistance in support of the large, complex companies they serve," said Chris Erickson, 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. of Brightware. "By deploying Brightware, DialAmerica will not only provide their customers with exceptional service, but they will now have the ability to rapidly and cost-effectively scale to support their clients' growing email volume. DialAmerica's selection of Brightware is further validation See validate. validation - The stage in the software life-cycle at the end of the development process where software is evaluated to ensure that it complies with the requirements. of the superiority of Brightware's Email Assistance 4.0 software." About DialAmerica Marketing, Inc. DialAmerica Marketing Inc, is the nation's largest privately held teleservices firm. Established in 1957, DialAmerica provides the highest quality teleservices to their clients for both Business to Business and Consumer programs. DialAmerica takes pride in delivering value-added services A value-added service (VAS) is a telecommunications industry term for non-core services or, in short, all services beyond standard voice calls and fax transmissions. to clients across various industries including, Consumer Products, Magazine Publishers, Financial Services, Insurance, Telecommunications, e-Commerce, Direct Marketers, Pharmaceutical, Nutritional Supplements Nutritional Supplements Definition Nutritional supplements include vitamins, minerals, herbs, meal supplements, sports nutrition products, natural food supplements, and other related products used to boost the nutritional content of the diet. , Membership Services, Energy/Utilities, Publishing and more. Collectively, DialAmerica employees place and receive more than 250 million phone calls annually through approximately 6,000 workstations. On average, the company employs more than 10,000 teleservice representatives. For more information, please visit DialAmerica's Web site at http://www.dialamerica.com or call Frank Fuhrman at (800) 531-3131. 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. Brightware is a registered trademark of Brightware, Inc. All other company and product names may be trademarks of their respective owners. |
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