National Electronics Warranty Chooses Inference's CBR2 to Provide Better Customer Service and Reduce Frequency and Cost of Service Calls.NOVATO, Calif.--(BUSINESS WIRE)--Aug. 19, 1996--National Electronics Warranty Corporation, Sterling, Virginia Sterling, Virginia is an unincorporated Washington, D.C. suburb, northwest of Herndon, east of Ashburn, and west of Reston, close to Dulles International Airport in Loudoun County. has chosen Inference's (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : INFR) CBR (1) (Computer-Based Reference) Reference materials accessible by computer in order to help people do their jobs quicker. For example, this database on disk! (2) (Constant Bit Rate) A uniform transmission rate. 2 case-based reasoning An AI problem solving technique that catalogs experience into "cases" and matches the current problem to the experience. Such systems are easier to maintain than rule-based expert systems, because changes require adding new cases without the complexity of adding new rules. software and pre-packaged knowledge to enhance customer service and to reduce the cost associated with servicing extended warranties. National Electronics Warranty, the largest third-party administrator of extended warranties, services over 1,000 corporate retailers and 7,000 financial institutions, including Sam's Club Sam's Club is a membership-only warehouse club owned and operated by Wal-Mart Stores, Inc. History The first Sam's Club opened in April 1983 in Midwest City, Oklahoma in the United States.[1] Sam's Club is named after Sam Walton. , Service Merchandise Service Merchandise was a chain of large stores carrying fine jewelry, toys, sporting goods, and electronics that existed from 1934 to 2002. The company's former chairman, Raymond Zimmerman, resurrected Service Merchandise as an Internet-only retailer in 2004 after buying the name , Target, and Best Products. "Customer service is a key differentiator in the product protection business," said Paul Feicht, sales development manager at National Electronics Warranty. "CBR2 will enable us offer even better customer service, and reduce the number of repair claims and dispatches." National Electronics Warranty services warranties through a 200-person call center located outside of Washington D.C. The call center receives more than 6,000 calls a day. If a problem is not resolved on the first phone call, National Electronics Warranty often dispatches repairs to one of 7,000 independent repair centers across the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. . National Electronics Warranty chose Inference's CBR2 because it will help them to offer excellent customer service by allowing them to reduce the number of calls, cost per call, and the number of repair claims and dispatches by solving more problems on the first phone call. CBR2's trouble-shooting ability will improve the quality of dispatches by allowing repair technicians to be better informed about the repair beforehand. For example, if fully informed of the nature of the problem, the technician can arrive with the correct parts to fix that problem, which saves significant time. "This is another example of how our CBR2 technology can help improve customer service and save our customers money by making knowledge available in an easy-to-use manner to facilitate first call resolution," said Jim Fitzsimmons, senior vice president of North American operations North American operation Surgical oncology Radical surgery of a 'frozen pelvis', consisting of radical en bloc resection of the uterus and urinary bladder. See 'Frozen pelvis.'. Cf 'All-American' and 'South American' operations. at Inference Corporation. "We are committed to helping our customers win by becoming a strategic platform for the search and retrieval of knowledge." CBR2 FAMILY OF PRODUCTS CBR2 is a family of products that has been built to index and retrieve unstructured information in a wide variety of front-office applications. It is commonly used to serve the problem resolution and product recommendation needs of an organization's customer service operation in the help desk, call center, human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , telesales telesales Noun the selling of a commodity or service by telephone telesales npl → televentas fpl telesales npl → and telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. departments. The products have a variety of deployment options that allow them to be used as a common platform for the distribution and dissemination of all types of unstructured information both within the organization and externally to customers, vendors and prospects. The CBR2 Family of Products includes CasePoint, CasePoint Search Engine, CasePoint WebServer, CBR Express, CBR Express Generator, and CBR Express Tester. INFERENCE CORPORATION Inference Corporation is a leading provider of strategic knowledge publishing, knowledge distribution and content management software. Inference's CBR2 products support a wide range of operating and deployment platforms, including file-server, client-server, speech-enabled server, web-server and embedded implementations. The company also offers a complete line of consulting, support and educational services, as well as a line of pre-packaged knowledge. Based in Novato, Calif., Inference has licensed its products to over 500 customers -- reaching more than 500,000 end users in over 22 countries. For more information, contact Inference Corporation at 415 893-7200, send an e-mail to info@inference.com, or visit its World Wide Web page at www.inference.com. NATIONAL ELECTRONICS WARRANTY CORPORATION National Electronics Warranty Corporation has been in business for over 13 years and is the leading consumer product service administrator in the Unites States. The company provides product protection, customer assistance and related services for the Retail, Financial and OEM (Original Equipment Manufacturer) The rebranding of equipment and selling it. The term initially referred to the company that made the products (the "original" manufacturer), but eventually became widely used to refer to the organization that buys the products and markets and services more than 1,000 retailers and 7,000 financial institutions nationwide. Providing extraordinary customer service is the company's mission and National Electronics Warranty is responsible for a number of ground-breaking industry innovations, including being the first to fully insure every contract sold, the first to back every contract with 24-hour, 7-day-a-week, toll-free helplines, the first to provide customer service in over 140 languages and TDD (Time Division Duplexing) A transmission method that uses only one channel for transmitting and receiving, separating them by different time slots. No guard band is used. Contrast with FDD. See also TDD/TTY. TDD - Telecommunications Device for the Deaf service for the hearing impaired, and the first to guarantee claim processing within 48 hours. National Electronics Warranty's complete line of extended service and replacement plans also includes the first and only patented service plan product in the industry. For more information, call 1-800-WHAT'S NEW. -0- Note to Editors: Inference, CasePoint, CasePoint Search Engine, CasePoint WebServer, CBR2, CBR Express CBR Express Tester and CBR Generator are trademarks of Inference Corporation. CONTACT: Inference Corporation Susanna Cesar, 415/893-7200 or 415/893-7208 cesar@inference.com |
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