Brightware to Deliver Superior eCustomer Assistance to SkyDesk Customers.Business Editors 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 1, 2000 Growing 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 Storage Service Provider Relies on Brightware's Email Assistance Application to Manage Rapid Growth of Email Inquiries Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced that SkyDesk, the premier provider of complete Internet storage solutions, has launched Brightware's industry-leading email assistance application to provide support for the growing number of eCustomers visiting its Web site each month. Receiving over 8,000 customer email inquiries per month, SkyDesk will use Brightware to manage its rapid email growth, while increasing customer satisfaction and significantly reducing costs associated with eCustomer Assistance. SkyDesk's new service offerings expand the company's reach beyond backup and recovery to include corporate collaborative file sharing Copying files from one computer to another. See peer-to-peer network, file sharing protocol and file and printer sharing. and information migration. The company recently announced that over the next several months, it will release @Backup WorkGroup Two or more individuals who share files and databases. Local networks (LANs) are designed to provide electronic sharing of data within workgroups. In general, products designed for workgroups support approximately 50 people, whereas departmental devices support several hundred, and Edition(TM), providing data protection for workgroup and network administrators, SmartClone(TM), an automatic PC upgrade service and SkyFiler(TM), a secure Internet enabled file storage service that allows easy file access and collaboration Working together on a project. See collaborative software. to small to medium sized businesses. "Using the Internet for business-critical services including backup, data protection, access, collaboration, and migration is a new approach for many of our customers," said Vince Gordon, Vice President of Operations at SkyDesk. "SkyDesk is committed to delivering unparalleled service to our entire customer base, and installing Brightware will help us ensure the high quality of customer service our eCustomers deserve while they transition to Web-based services. SkyDesk reviewed solutions from other vendors, but chose Brightware due to its high performance automation capabilities including skills based routing Skills based routing (SBR), or Skills-based call routing, is a call assignment strategy used in call centres to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent. , tracking and reporting features. SkyDesk was attracted to Brightware's ability to accurately understand message content, helping the company automate To turn a set of manual steps into an operation that goes by itself. See automation. and streamline the handling of certain types of customer inquiries. As a result, SkyDesk customers will enjoy increased satisfaction from rapidly issued automatic responses to their most common inquiries. Because of its automation capabilities, Brightware's solution is highly scalable, helping SkyDesk manage increases in email volume without a fall in service or an increase in customer service staff. "The Internet storage sector is an emerging space, and leaders need exceptional customer service to separate themselves from the competition. SkyDesk recognizes this need and is setting itself apart by providing excellent eCustomer Assistance as a means of attracting and retaining customers," 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. "With Brightware's email assistance application, SkyDesk will not only provide detailed and accurate responses to customer inquiries, but the company will be able to rapidly and cost-effectively scale to support increased email volume." About SkyDesk Founded in 1996 in San Diego San Diego (săn dēā`gō), city (1990 pop. 1,110,549), seat of San Diego co., S Calif., on San Diego Bay; inc. 1850. San Diego includes the unincorporated communities of La Jolla and Spring Valley. Coronado is across the bay. , Calif., as @Backup, recently renamed SkyDesk is the leading provider of services for companies wanting to provide their customers with a complete Internet storage, file access and data migration solutions. By 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. the storage, retrieval and migration of information, the company extends backup to create a user's virtual desktop from which information can be accessed anywhere, anytime. SkyDesk's massively scalable services are endorsed, distributed and marketed by industry leading ISPs, software publishers and hardware manufacturers. For more information about SkyDesk, please visit the company's Web site at www.SkyDesk.com. About Brightware: Brightware, a 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. EDITOR'S NOTE Editor's Note (foaled in 1993 in Kentucky) is an American thoroughbred Stallion racehorse. He was sired by 1992 U.S. Champion 2 YO Colt Forty Niner, who in turn was a son of Champion sire Mr. Prospector and out of the mare, Beware Of The Cat. Trained by D. : The company name @Backup contains an "at" sign before the "B." This symbol may not appear properly in some systems. |
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