Brightware and Witness Systems Partner to Deliver eCustomer Assistance and Analysis Solutions.Business Editors, High-Tech high-tech also hi-tech adj. Informal Of, relating to, or resembling high technology. high-tech Adjective same as hi-tech Adj. 1. 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. and ATLANTA--(BUSINESS WIRE)--July 11, 2000 Integration and co-marketing Co-marketing is a marketing practice where two companies cooperate with separate distribution channels, sometimes including profit sharing. It is frequently confused with Co-promotion See also Marketing co-operation relationship help streamline operations to drive performance optimization optimization Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. 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 , and Witness Systems, Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :WITS), a leading provider of recording and analysis software that enables companies to enhance customer interactions across multiple communications media, today announced a partnership designed to offer joint customers an integrated solution to manage contact center responsiveness and enhance customer interactions through the efficient and effective use of email and Web chat communications. In addition, the two companies have engaged in a co-marketing partnership in which their sales forces will work together on market opportunities to provide prospective customers with detailed information about the features and functionality their integrated solutions deliver. Today's eCustomers use a variety of channels - including the Web, email, telephone and chat - to interact with companies, often varying their communications vehicles based on preference, accessibility and ease-of-use. To be successful in this media-rich environment, companies must ensure that their customer sales/service representatives (CSRs) are appropriately trained to handle multimedia inquiries in an efficient, knowledgeable and professional manner. Integration Delivers Competitive Advantages As a fully integrated solution, the combination of Brightware 2000(TM) and Witness Systems' eQuality(TM) suite allows joint customers to more effectively respond to an increasing quantity of customer inquiries, while ensuring quality standards that translate into positive customer experiences. With the Brightware 2000 suite of applications, customers can effectively handle the complex routing and queuing The process of lining up events in the order you want them processed. Whether it refers to packets in an IP network that search for the most optimal path to their destination, or telephone callers sitting in a "hold queue" waiting to be answered, queuing means the same thing: deciding on of email, chat and Web inquiries. To inspect the quality of those interactions, Witness Systems' eQuality suite enables contact center management to trigger recording of the CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. and customer communications they specify to gauge the service delivery and consistency of Internet-based interactions. The eQuality Suite - Recording and Evaluating Multimedia Interactions Though business-driven recording, a capability featured in all of the eQuality suite of products, users can establish "business rules" that specify which types of customer interactions to record based on the criteria defined as most critical to operating performance - such as key customers, sales and support of a particular product, or the launch and effectiveness of a new campaign. In reviewing interactions later, management can assess the processes they've they've Contraction of they have. they've have established, the quality and consistency of CSRs' interactions with customers, and their teams' ability to use and fully maximize technology resources, such as the eCustomer Assistance functionality offered through Brightware. For the Internet-enabled call center, eQuality Response(TM) records and evaluates email communications between customers and CSRs. Similarly, eQuality Interactive(TM) performs the same type of function for Web chat communications. Once recorded, interactions can be measured against pre-defined goals, and organizations can use the feedback to continuously improve their processes, technology usage and CSR training initiatives. "Today, companies known for the quality of their telephone-based service face new challenges with the surge of Internet communications, which present significant opportunities to handle cross-medium customer interactions effectively," said Russell Brown Russell Leslie Brown (born September 17, 1951) is a Scottish Labour Party politician. He is Member of Parliament for Dumfries and Galloway. Russell Brown was born in Annan, Scotland, and attended the local Annan Academy. , vice president of business development for Witness Systems. "Companies can now record and evaluate email and Web chat communications from start to finish to enhance quality service regardless of medium, ensure consistent responses, gauge skill set development, identify training needs, and build upon customer satisfaction levels. By partnering with Brightware, joint users of our solutions will have the best tools available to manage and analyze their customer communications." The Brightware 2000 Suite - Queuing, Routing and Responding to eCustomers Brightware 2000 uses its knowledge about each inquiry, customer history and customizable business rules to ensure eCustomers receive an exceptional experience and have each of their inquires responded to in an accurate, timely and appropriate manner. By providing CSRs with the complete and up-to-date eCustomer information they need, suggested responses to incoming inquiries, access to alternative response templates and an intuitive desktop that improves their productivity, Brightware helps ensure superior eCustomer Assistance across all communication touch points. "With Web, email and chat communications fast becoming as common as telephone contact for many businesses, customers can now benefit from a solution that provides critical training feedback on the quality and consistency of their eCustomer interactions," said Brian The name Brian (sometimes spelled Bryan) comes from an Irish backround. It is of Celtic origin and its meaning may be "hill" or "strong, noble, and high"[1]. Tuller, senior vice president of marketing and business development for Brightware. "In partnering with Witness Systems, we are extending the options available to customers to deliver, maintain and improve on the exceptional eCustomer experience they offer." About Witness Systems Witness Systems, Inc. (NASDAQ:WITS) is a leading provider of recording and analysis software that enables companies to enhance their customer interactions across multiple communications media. Its eQuality(TM) suite of products is designed to further extend the ability to record, evaluate and analyze complete customer contact based on user-defined business rules. Witness Systems' software is deployed by contact center managers as a training tool to improve the performance of agents, helping companies deliver world-class service. Results from these recordings can then be combined with other service delivery metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. , enabling organizations to monitor and analyze their sales and service performance. Witness Systems has installed its products in a multitude of industries worldwide, including automotive, 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. , healthcare, hospitality, insurance, outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. , publishing, retail, telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. , travel and utilities. Witness Systems' news, product and service information is available on the World Wide Web at www.witness.com or by calling 770.754.1900. 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. Forward-looking statements forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. in this release are made based on beliefs as well as assumptions made by, and information currently available to, management pursuant to `safe-harbor' provisions of the Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995. While these statements reflect our best current judgment, they are subject to risks that could cause a change in focus and direction. A discussion of certain risks that may cause actual results to differ from these forward-looking statements can be found on Witness Systems' Form 10-K Form 10-K A report required by the SEC from exchange-listed companies that provides for annual disclosure of certain financial information. Form 10-K See 10-K. filed on March 24, 2000 with the Securities and Exchange Commission. Brightware and Brightware 2000 are registered trademarks of Brightware, Inc. Witness Systems, eQuality, eQuality Response and eQuality Interactive are registered trademarks of Witness Systems, Inc. |
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