ClearForest and iPhrase Partner to Offer Innovative Support Automation Solutions to the Manufacturing and Technology Sectors.WALTHAM, Mass. -- Companies Leverage Industry Leading Text Analytics to Automatically Create Support Knowledge by Tapping Existing Enterprise Content ClearForest, a provider of text-driven business intelligence solutions, and iPhrase Technologies, a leading provider of adaptive search solutions for eBusiness and eService, today announced a new technology partnership. Under terms of the agreement, the firms will work together to deliver a set of innovative eSupport solutions that will enable manufacturing and technology organizations to tap existing enterprise content to automatically develop support knowledge that can be used online and within the contact center to improve the support resolution process. The companies' joint solutions will be compliant with IBM's Unstructured Information Management Architecture Unstructured Information Management Architecture is a framework used to create computer applications that can acquire unstructured information in its raw form and/or its analysis and use in software tools such as databases, search engines, and knowledge management systems. (UIMA UIMA Unstructured Information Management Architecture (IBM) ) also announced today (see related announcement, "IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) Enterprise Search Software to Enable Discovery and Analysis of Information On Demand," for more information). "The technology and manufacturing industries manufacturing industries npl → industrias fpl manufactureras manufacturing industries npl → industries fpl de transformation are among the most fast-paced in the world," said Marty Siewart, general manager of enterprise solutions at ClearForest. "Short product lifecycles Product lifecycle or product life cycle is the course of a product's sales and profits over time. The five stages of each product lifecycle are product development, introduction, growth, maturity and decline. and razor-thin margins continue to be devoured by high volume, complex support requests. Together, ClearForest and iPhrase are helping our customers increase the effectiveness of their eSupport solutions, improving the economics of their support organizations." Traditionally, high-volume industries have only been able to address the more common, easier to solve issues through electronic support. iPhrase is working with ClearForest and IBM to deliver innovative eSupport solutions that address this problem by enabling consumer durable, consumer electronic, IT hardware, semiconductor, and software companies to automatically create useful support knowledge by unlocking the value of their existing enterprise content. IBM WebSphere Information Integrator provides a unified mechanism for tapping rich content that exists in various databases, content management systems, CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. applications and collaboration platforms An emerging category of computer software, collaboration platforms are unified electronic platforms that support synchronous and asynchronous communication through a variety of devices and channels. . Once these documents are processed, rich metadata can be automatically discovered using UIMA annotators from Clearforest and iPhrase. With this approach organizations can leverage email dialogues, discussion group postings, case management notes, and related content to extend their support knowledge base by extracting information like the product line, product version, operating system operating system (OS) Software that controls the operation of a computer, directs the input and output of data, keeps track of files, and controls the processing of computer programs. , issue type, problem, and resolution. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the Consortion for Service Innovation, support organizations report that 60 to 90 percent of the problems they solve have been solved before, they are reinventing answers and fixes that already exist somewhere in the organization. This innovative solution addresses this market opportunity. "By automatically adding structure to enterprise information and teaching the business intelligence system about the semantic nuances of the domain, customers are able to deliver breakthrough self-service and knowledge management capabilities at a fraction of the cost of existing eService solutions," said Tony Frazier, senior vice president of marketing at iPhrase. "For example, rather than doing a keyword search for 'crash' and seeing 2,000 results about crashes in many different products and contexts, a customer or agent could quickly select their Product and Issue Type from intuitive navigation menus, immediately getting to the resolution document for their specific problem." About UIMA UIMA is a standard architecture developed by IBM Research IBM Research, a division of IBM, is a research and advanced development organization and currently consists of eight locations throughout the world and hundreds of projects. that can be used to add text analytics to any application. It enables interoperability The capability of two or more hardware devices or two or more software routines to work harmoniously together. For example, in an Ethernet network, display adapters, hubs, switches and routers from different vendors must conform to the Ethernet standard and interoperate with each other. among different analytics software and enterprise applications, and provides tools for developers to speed the creation of new, reusable re·use tr.v. re·used, re·us·ing, re·us·es To use again, especially after salvaging or special treatment or processing. re·us text analytics components. This technology can be leveraged by advanced knowledge discovery and business intelligence applications to incorporate information that was previously difficult to understand and leverage. UIMA can also be used to support wider reaching enterprise search applications by providing a common mechanism for delivering natural language processing Natural language processing Computer analysis and generation of natural language text. The goal is to enable natural languages, such as English, French, or Japanese, to serve either as the medium through which users interact with computer systems such as , helping computers understand text and extract deeper levels of meaning, including the relationships that define specific facts. About iPhrase Technologies iPhrase(R) Technologies is a leading provider of adaptive search solutions for eBusiness and eService that helps companies leverage content across the enterprise to increase self-service adoption, and improve call center productivity. Our award-winning OneStep(R) solutions help companies increase sales, optimize service and reduce support costs by enabling people to quickly and easily find answers, make purchases and solve problems. More than 200 companies including Countrywide Financial Countrywide Financial Corporation (NYSE: CFC) is a diversified financial marketing and service holding company engaged primarily in residential mortgage banking and related businesses. , Gateway, National Semiconductor, Neiman Marcus Neiman Marcus U.S. department-store chain. It was founded in Dallas, Texas, in 1907 by Herbert Marcus, his sister Carrie Marcus Neiman, and her husband, A.L. Neiman. , and Netegrity use OneStep Solutions to add millions to their bottom line by reducing costs, increasing revenue and improving satisfaction among customers, partners and employees. For more information, visit www.iphrase.com or call 781-533-7300. About ClearForest ClearForest Corp. is a provider of text-driven business intelligence solutions, supplying the analytical bridge between two previously disconnected worlds of information--unstructured text and enterprise data. In allowing both to be analyzed simultaneously, ClearForest makes unified business intelligence a reality. Our award-winning solutions enable customers such as Eastman Chemical, Reuters, Elsevier Science and International Finance Corporation to turn large volumes of contextually-based information into proactive business intelligence. Corporate headquarters are in Waltham, Mass. For more information, please visit www.clearforest.com. (C)2005 ClearForest Corp. (C) 2005 iPhrase Technologies, Inc. All rights reserved. iPhrase and OneStep are registered trademark and the iPhrase logo is a trademark of iPhrase Technologies, Inc. All other trademarks are the property of their respective owners. |
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