CIA Brings Focus to Customer Email; Web-Based Email Response Management Solution Released to the Public.WILLIAMSTOWN, Mass.--(BUSINESS WIRE)--Dec. 14, 1998--Cambridge Intelligence Agency (CIA CIA: see Central Intelligence Agency. (1) (Confidentiality Integrity Authentication) The three important concerns with regards to information security. Encryption is used to provide confidentiality (privacy, secrecy). ) announced today the availability of Focus, a web-based solution for organizations overwhelmed by customer e-mail. The announcement is made as the company completes its beta program at the Boston Globe and its online affiliates. "Focus is precisely aligned with our numerous online initiatives," said David Pearson David Pearson (born December 22, 1934 in Whitney, South Carolina) is a former American NASCAR racecar champion. Known as the "Silver Fox", he debuted on the Grand National racing circuit in 1960 and earned Rookie of the Year honors that same season. , Director of IT Infrastructure at the Boston Globe. "With Focus, we will be able to dramatically improve our response time by streamlining a very labor intensive Labor Intensive A process or industry that requires large amounts of human effort to produce goods. Notes: A good example is the hospitality industry (hotels, restaurants, etc), they are considered to be very people-oriented. See also: Capital Intensive, Trading Dollars process." "Customer e-mail is a vital revenue source to be managed like any other corporate asset," said J. Scott Hamilton Scott Hamilton can refer to any of the following people:
Customers are won-and lost-instantly on the Web, and generic "thanks, we'll get back to you soon" responses are a sure way to drive business to competitors. "Focus delivers immediate customer service," said Hamilton, "by combining intuitive self-service solutions for web visitors with enhanced processing functionality for customer service representatives." Focus offers the following distinct features: -- FocusFAQ: A concise, personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. FAQ list FAQ list - frequently asked question generated from a knowledge base composed of published responses to previous customer email. -- Spam filtering: Junk email accounts for 25% or more of message volume for high-traffic web sites, and Focus includes a proprietary spam-blocking filter that is second to none. -- FocusMail: Intelligent, rules-based message routing to groups or individuals. -- FocusReply: One-click "custom" responses providing the processing efficiency of an auto-reply with the editorial control of a personal response. -- FocusReports: Real-time reports allow administrators to monitor and manage customer email like the mission-critical business process that it is. Focus is currently available as an enterprise application with no restriction on the number of users. The Focus Network, a CIA-hosted service offering identical functionality, will debut in the first quarter of 1999. ABOUT CAMBRIDGE INTELLIGENCE AGENCY CIA are the developers of Focus, a comprehensive web-based email Web-based email or webmail is a term referring to an e-mail service intended to be primarily accessed via a web browser, as opposed to through an application such as Microsoft Outlook or Outlook Express, Mozilla's Thunderbird or Apple's Mail. response management solution for high-traffic web sites. For more information about the company and its products, please visit CIA's Web site at www.go-cia.com or call 413.458.1838 ext. 101. |
|
||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion