Inference Announces Deployment of k-Commerce by America Online Inc.; k-Commerce Enables AOL to Raise the Bar for Online Customer Service.NOVATO, Calif.--(BUSINESS WIRE)--April 15, 1999-- Inference Corp. (Nasdaq:INFR), a leading provider of software and services for assisted service and customer self-service across the Web and Contact Center, today announced that America Online See AOL. Inc. (NYSE NYSE See: New York Stock Exchange :AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. ) has deployed its k-Commerce(tm) Support solution to support its customer service operations. "There are a very few organizations in the world with the sheer volume of customers and customer interactions that America Online supports," said Charles W. Jepson, president and 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 Inference. "AOL's focus on delivering the best possible customer experience has been a large contributor to their growth and success. We are very pleased that they deployed Inference's k-Commerce to drive their customer support efforts, and we look forward to a continuing alliance." "At AOL customer service and support are among our highest priorities. Inference has the same level of dedication to customer success and satisfaction as we do at AOL," said Keith Jenkins Keith Jenkins is a British proponent of postmodern history. Jenkins has attacked what he sees to be "traditional" approaches to history, suggesting that most writing about the past is nothing more than a literary construct. , AOL's Senior Vice President Member Services. Inference k-Commerce suite of products replicates the experience of a company's best customer service representatives to provide answers to questions and solutions to problems across the entire customer Contact Center, which includes the call center, Web, e-mail, IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. and chat. k-Commerce employs a flexible,conversation-based approach to problem solving problem solving Process involved in finding a solution to a problem. Many animals routinely solve problems of locomotion, food finding, and shelter through trial and error. , providing customers with a familiar and consistent interface regardless of which access mode they choose. Customers enter their questions in everyday language and then engage in a question-and-answer conversation to find a solution. This conversation leverages the knowledge of a company's best sales and service representatives in a comprehensive knowledge base, providing accurate and consistent answers and solutions across the Contact Center. About Inference Inference Corp. (Nasdaq:INFR) provides software and services for assisted service and customer self-service across the Web and the Contact Center. Inference's k-Commerce product suite is the first customer relationship management software that provides conversation-based knowledge-driven answers and solutions to customers across the entire customer Contact Center, including the call center, the Web, e-mail, Interactive Voice Response (IVR) and chat. Headquartered in the San Francisco Bay area “Bay Area” redirects here. For other uses, see Bay Area (disambiguation). The San Francisco Bay Area, colloquially known as the Bay Area or The Bay , with international headquarters near London, Inference supports its customers from offices throughout North America, Europe and Asia Pacific through a global professional service and support organization. For further information, contact Inference at 415/893-7200, send an e-mail to info@inference.com or visit www.inference.com. The Inference logo and k-Commerce are trademarks of Inference Corp. All other company names and products are trademarks or registered trademarks of their respective companies. |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion