Brightware Ships New Knowledge Packs that Deliver Unprecedented Productivity in Email Management.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)--Jan. 24, 2000 Industry-Specific Knowledge Packs Automate To turn a set of manual steps into an operation that goes by itself. See automation. Email Responses for Online Retail and Internet Service Providers Internet service provider (ISP) Company that provides Internet connections and services to individuals and organizations. For a monthly fee, ISPs provide computer users with a connection to their site (see data transmission), as well as a log-in name and password. Brightware, 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 the availability of Brightware Knowledge Packs for online retail and Internet Service Providers. These two, new Knowledge Packs, in addition to the previously released, award-winning Adj. 1. award-winning - having received awards; "this award-winning bridge spans a distance of five miles" 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. Knowledge Packs leverage Brightware's extensive experience and proven tack record of providing customers in specific industries with winning email response solutions. The Brightware Knowledge Packs are designed to provide complete &uot;out of the box&uot; coverage of the most common eCustomer requests. With the family of Knowledge Packs, Brightware further reduces its customer deployment Installing, setting up, testing and running. This military term, which means the placement of troops and equipment in the field, is widely used with computers as an alternate to the word "implementation. time allowing customers to rapidly realize 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). benefits. The Brightware Knowledge Packs leverage Brightware's proven experience in addressing requirements of customers, enabling organizations to:
-- Deploy robust eCustomer Assistance solutions quickly and
effectively saving valuable time and money.
-- Provide &uot;out of the box&uot; coverage of the most common customer
requests.
-- Ensure higher accuracy by utilizing the most robust combination
of industry experience and artificial intelligence technology of
any email management solution.
-- Leverage technology developed and proven at actual customer sites
to afford low risk.
-- Provide a solid, industry-specific core upon which to build
additional inquiry categories and response templates unique to a
company's products and services.
&uot;eBusinesses such as online retail and Internet service providers all find customer satisfaction to be a strategic differentiator Dif`fer`en´ti`a`tor n. 1. One who, or that which, differentiates. Noun 1. differentiator - a person who (or that which) differentiates discriminator ,&uot; said Beverly Beverly, city (1990 pop. 38,195), Essex co., NE Mass., on Massachusetts Bay; inc. as a city 1894. Its chief manufactures are electronic and scientific equipment, consumer goods, and chemicals. Ulbrich, Senior Vice President of Marketing for Brightware. &uot;With these additional Knowledge Pack offerings, Brightware expects to achieve the same level of success as our Financial Services Knowledge Pack, which was recently recognized by Call Center Solutions Magazine as a product of the year. &uot;Brightware continues to deliver the quantifiable Quantifiable Can be expressed as a number. The results of quantifiable psychological tests can be translated into numerical values, or scores. Mentioned in: Psychological Tests ROI and exceptional eCustomer experience that all businesses require to be successful, especially those in the Internet space.&uot; Brightware Knowledge Packs In addition to the previously released Financial Services Knowledge Packs, with this release the following Knowledge Packs are currently available:
-- The Retail Knowledge Pack is focused on addressing the most
common requests that customers ask online retailers. The
comprehensive solution is organized into five categories designed
to address: order inquiries, retail policies (including
exchanges), product information, company services and
registration and access.
-- The Internet Service Provider Knowledge Pack enables ISPs to
rapidly and accurately respond to routine customer questions,
allowing customer service agents to address more complex issues.
The Knowledge Pack contains the majority of common inquiries,
including sign-up information requests, installation
instructions, password issues, and email problems.
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Each Knowledge Pack has a similar structure with content tailored to the products, language and customer needs of each industry. The Knowledge Packs include four components:
-- A dictionary of typical customer requests, organized into
categories of the most frequently asked questions for each
industry.
-- A library of response templates for your industry's most
frequently-asked questions that can be customized to incorporate
specific terminology or business practices. Each response
template can also include variables such as customer name,
account number or product information that personalizes each
automatic response to a customer request with information from
other systems.
-- An organizational categorization or hierarchy for response
templates and industry terms to assist with the ongoing
monitoring, reporting and maintenance of Brightware's solution.
-- An eCustomer Interaction Knowledge Pack, which addresses typical
issues such as lost passwords or log-in problems, routinely faced
by online customers. The eCustomer Interaction Knowledge Pack,
also sold separately, is provided free with purchase of any
vertical industry Knowledge Pack.
About Brightware Brightware is the leading supplier of eCustomer Assistance software for the Internet. Brightware email and Web applications help companies dramatically increase their eService levels and eSales revenues while reducing costs. Brightware's products, which can be deployed within a week, leverage proven automation technology to deliver unparalleled scalability How much a system can be expanded. See scalable. scalability - How well a solution to some problem will work when the size of the problem increases. For example, a central server of some kind with ten clients may perform adequately but with a thousand clients it and performance, ROI and an exceptional eCustomer experience. Brightware is the 1998 worldwide market leader in Internet commerce customer service and support software as measured by International Data Corporation. Brightware is also the 1998 worldwide market leader in email management systems as measured by Frost &Sullivan. 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 and Brightware Advice is a trademark of Brightware, Inc. All other company and product names may be trademarks of their respective owners. |
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