Brightware Ships First Comprehensive E-mail Management System.

Brightware Offers the First Comprehensive E-mail Management System

Version 3 of Brightware offers five components to ensure rapid, efficient handling of E-mail messages:

1) The Brightware Server(TM) provides the following E-mail

management and workflow functions:

-- E-mail Tracking and Reporting - All E-mail messages and their

responses are tracked in Brightware's database and made available

to supervisors and agents who can view E-mail histories. -- E-mail Queuing and Push Distribution - Incoming messages that

require manual processing are classified and assigned to queues

then pushed with a solution pop to the appropriate customer

service agents based on skills and service level priorities. -- E-mail Escalation and Workflow - Brightware acknowledges incoming

messages upon queue entry and triggers alerts and supervisor

E-mail notifications when messages reach critical status. -- Automatic Insertion of Enterprise Data in E-mail Response

Templates - Brightware is the first E-mail management system

capable of retrieving enterprise data and inserting it into

outbound response templates based on lookups triggered by

information contained in initial E-mail requests (e.g. order

numbers for shipping status requests). -- E-mail Classification and Action - Brightware uses the latest

message understanding technology to classify incoming messages

and applies each company's business rules to take appropriate

action. Brightware offers the only classification engine with

live sites currently achieving 50% - 80% automatic message

classification at 85% - 95% accuracy. -- Prepackaged Knowledge Bases - Brightware includes the new Web

Site FAQ Knowledge Base featuring business rules and answer

templates for typical E-tabase lookups. This

easy-to-use feature applies IVR-like functionality to better

handle the approghtware automatically pops the most important message in a

queue to the most appropriate agent together with suggested

actions and the history of E-mail communications with that

customer. With a single click, the agent may review and approve

suggested actions or make the necessary modifications and send. -- Native Lotus Notes and Microsoft Outlook User Interfaces:

Brightware extends the native Lotus Notes and Microsoft Outlook

client interfaces that agents are already familiar with to

provide a highly intuitive working environment for answering

E-mail. This approach saves training costs and leverages features

of Lotus and Microsoft E-mail browsers (e.g. editing tools, hot

keys and support for a rich variety of attachments) to help

agents to quickly select response templates and create personal

responses. -- Real-time Statistics Monitor: Each agent can view real-time

statistics (e.g. queue status, number of messages in a queue,

etc.) that display overall queue performance relative to service

level goals.

3) The Brightware Supervisor Desktop(TM) provides the customer

service supervisor with an intuitive user interface for real-time

monitoring and management of queues, agents and service levels.

Through point-and-click selection, supervisors can set and change

agents' queue assignments as well as service level goals and

rules that trigger warning and critical alerts for each queue.

The system displays a real-time status of all queues and customer

service agents, with visual cues to quickly identify service

level alerts requiring proactive intervention. As needed, the

supervisor may dynamically reassign agents to queues, reassign

messages to individual agents and view individual messages and

customer histories for complete visibility. 4) Brightware's enterprise reporting system and viewers provides

extensive reporting on messages and responses using the embedded 

Actuate(R) Reporting System. Standard reports include Service

Level Watch, Top 10 Questions, Top Performers, Traffic Watch,

Queue Summary & Detail, Agent Summary & Detail, and Customer

Summary, among others. Supervisors can customize reports using

parameters for time period, selected queues and agents, and more. 5) Brightware's Content Editor provides an intuitive point-and-click

editor for creating and managing E-mail templates, E-mail

classification criteria, and business rules.

Also available separately or bundled in Brightware 3 is the Brightware Advice Agent, an application that provides real-time Web-based sales and service assistance to customers through personalized Web dialogs.

Brightware Supports IT Standards

Brightware extends both Lotus and Microsoft E-mail clients for service representative desktops running on Windows 95 and Windows 98. On the server side, Brightware offers point and click integration with Lotus Notes and Microsoft Exchange, and an open API for integration with other mail systems.

Brightware runs on Microsoft Windows NT and integrates with Microsoplications.

Brightware Introduces New En and first year maintenance. The software is available directly from Brightware at [phone], (415) 884-ftware as measured by International Data Corporat have licensed Brightware include Access NatioPeterson's, Rockwell, Swiss Bank, TD Bank, Waterf Brightware, Inc. Brightware Contact Center, Bheir respective owners.