Call Centers Need More Information - Cypress Delivers.

Business/Technology Editors

ROCHESTER HILLS, Mich.--(BUSINESS WIRE)--June 19, 2001

Cypress Corporation announced today it empowers call center representatives to provide the highest quality customer service by leveraging previously inaccessible customer information. This enables call centers to optimize customer service response time, reduce call duration and boost first-call closure rates.

"Studies have shown that companies lose over 50 percent of customers due to poor service. To remain profitable and ahead of the competition, companies must better manage the ever increasing volume, cost and complexity of incoming calls," said Mary Hinz, President of Cypress. "The greatest barrier to delivering the highest quality customer service is providing call center representatives with all the information they need when a customer has a question or problem. Cypress makes this vision a reality."

Regardless of whether it is representing a data processing organization, public utility, financial institution, catalog company or a retailer, the call center relies on information generated in disparate front and back office enterprise applications. However, this information is very difficult to access and sift through while the customer is on the phone. Cypress' Knowledge Delivery Architecture(TM) captures customer contracts, quotations, invoices, delivery information and correspondence from these applications and makes it immediately available for call center representatives to quickly respond to the query or resolve the issue. Consequently, Cypress eliminates time-consuming, manual searches and the need to call a customer back with a response, so representatives can assist more customers and improve customer retention.

For instance, a call center representative for a utility company often needs real-time access to information about customer billing, power consumption, and the status of service calls and outages to answer questions or to settle a dispute. Instead of wading through information from a variety of applications, a representative can now input the customer's name into Cypress and retrieve every document, or the specific page of a document, that is relevant to the customer.

In addition, companies are now deploying Web-enabled call centers to lower the cost of running traditional call centers. This reduces the number of time intensive inbound telephone calls, which in turn, enables companies to reduce labor costs, while increasing profitability and customer satisfaction. Cypress' architecture provides the infrastructure needed for self-service call centers, so customers can securely access personalized documents and account information prior to or in lieu of contacting a call center representative. For more information on how Cypress can optimize traditional and Web-enabled call centers, please call [phone].

About The Knowledge Delivery Architecture

Cypress software is a Knowledge Delivery Architecture that eliminates the barriers previously imposed by disparate platforms, applications and file types and enables enterprises to quickly deliver business critical information to employees, partners and customers in real-time. Cypress does this by automatically capturing a document page-by-page, preprocessing the document so it is in a common format and archiving the document in a virtual document repository. While creating and maintaining page independence and document integrity, Cypress enables end-users to retrieve, assemble, distribute and view only the pages of interest, and provides document delivery to all enterprise and Web-based destinations.

About Cypress Corporation

Cypress has focused on developing, marketing and supporting document delivery systems since 1983. The 18 year-old company is headquartered in Rochester Hills, Michigan with additional offices in Los Angeles, Atlanta, Minnesota, the United Kingdom, Brazil and France. Cypress customers include some of the world's largest automotive manufacturers, insurance companies, health care providers, financial institutions and governments. For more information, please contact Cypress at [phone] or visit www.cypressdelivers.com.

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