Versatility integrates with Remedy to offer new call center/help desk software solution; Partnership creates unique capabilities for customers.FAIRFAX, Va.--(BUSINESS WIRE)--Aug. 29, 1996-- Versatility, Inc., (formerly NPRI NPRI National Pollutant Release Inventory (Canada) NPRI Nevada Policy Research Institute NPRI Nuclear Policy Research Institute NPRI Nutri Pharmaceuticals Research Inc. ), one of the fastest-growing providers of open, client/server-based call center software applications, today announced integration with Remedy Corporation (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 :RMDY), the leading vendor of automated support and business processes software, to provide customers with a complete call center/help desk software solution. Versatility will integrate its market-leading call center software with Remedy's premier Action Request System (AR System) help desk software. The result delivers an integrated tool to successfully address both internal and external customer service, sales and marketing. Integration of the companies' products had been completed, and will be supported by Versatility. "Most vendors in this industry specialize in providing either call center or help desk software. By joining forces with Remedy, we can offer the combined power of Versatility software and the AR System, providing a consistent level of quality and service to both internal and external customers," said Ron Charnock, founder and chief executive officer of Versatility, Inc. "Remedy is recognized as the world's premier help desk software provider, and it continues to set the standard for help desk products. This partnership furthers Versatility's dedication to providing our customers with the tools necessary to turn every call center into a profit center." The Versatility Series is a family of state-of-the-art telesales telesales Noun the selling of a commodity or service by telephone telesales npl → televentas fpl telesales npl → , telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. , account management and order servicing applications. Based on open systems solutions in a client/server environment A networking environment that is made up of clients and servers running applications designed for client/server architecture. See client/server. , Versatility is specifically designed for today's successful call centers and leverages a business's existing computer and telephone investment. Versatility offers an easy-to-understand PC Windows interface with computer-telephony enabled applications that seamlessly integrate information from a variety of databases. Versatility increases a call center's ability to manage the sales process A sales process is a systematic approach for performing product or service sales. The reasons for having a sales process include seller and buyer risk management, achieving standardized customer interaction in sales and scalable revenue generation. and provides agents with a new level of real-time sales information. The AR System is the industry's leading client/server help desk application. It offers customers features that automate support and business processes rapidly, expand to meet the growing needs of an organization and adapt to fit changing business requirements. The AR System has a radically adaptable workflow engine Workflow engine is a software application meant to manage and execute modeled business processes. It is a key component in workflow technology. It will typically make use of a database server. that lets customers customize without programming. This lets customers expand the product's use into a variety of business processes including customer service, 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. , change/asset management, inventory tracking, and sales tracking. The AR System integrates with an array of technologies from system and network management to beeper beeper - pager notification and telephony. Combined, the products provide a more fully-automated call center When integrated, Versatility and the AR System will allow users to perform outbound call functions such as sales, telemarketing and customer account management, as well as the help desk and other customer support functions required for incoming calls. The integrated solution also enables technical support and customer service representatives to efficiently market, up-sell and cross-sell new products and services to their customers. The companies agreed to integrate their respective products based on growing customer demand. One joint client of Versatility and Remedy that is already using the integrated solution is Airtel in Spain, a subsidiary of the Airtouch consortium of U.S. companies including PacTel and US West. AirTel has installed the integrated Versatility/AR System product to support its efforts to penetrate the global cellular market. The partnership offers Versatility opportunities to penetrate new vertical market segments. "Remedy has a strong base among high technology companies including Sun, Hewlett-Packard and Xerox. Versatility is a leading vendor in the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , telecommunications and health care markets," noted Charnock. "Providing an integrated solution gives Versatility the ability to cross over into and provide call center/help desk capabilities in new markets." Versatility, Inc. Founded in 1981, Versatility, Inc. is a leader in providing sophisticated software and services that can turn call centers into profit centers, and every call from a new or existing customer into a potential sale. Versatility is a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. whose customers include AT&T, British Telecom The telephone and communications carrier that provides services in Great Britain and Northern Ireland. It used to be a division of the British Post Office, but was privatized in 1984 under Margaret Thatcher's administration. , Citibank and Chemical Bank. Versatility can be reached at 1-800-VERSATILE (1-800-837-7284) or via the World Web at www.versatility.com. Remedy Corporation Founded in 1990, Remedy develops, markets and supports radically adaptable, client/server applications to automate support and business processes. Remedy's AR System is used primarily as an internal Help Desk application for tracking and resolving support requests and problems in PC, UNIX UNIX Operating system for digital computers, developed by Ken Thompson of Bell Laboratories in 1969. It was initially designed for a single user (the name was a pun on the earlier operating system Multics). and NT computing computing - computer environments. Its versatility allows customers to use the AR System for many other support and business processes from change and asset management, to bug tracking, sales tracking and recruiting management. With headquarters in Mountain View, CA, Remedy also operates offices in New Jersey, London and Paris, with offices opening in Munich and Singapore by the end of 1996. Remedy's products are distributed worldwide through its direct sales force, complemented by selected VARs, system integrators and OEMs. The Company has licensed its software to more than 1400 customers at over 2600 sites in 35 countries. -0- Versatility is a trademark of Versatility, Inc. All other trademarks contained herein are the property of their respective owners. Remedy, the Remedy logo, Flashboards, and Action Request System are trademarks of Remedy Corporation. All other company and product names may be trademarks of the companies with which they are associated. CONTACT: Lana Sansur Versatility, Inc. lsansur@msmail.versatility.com 703/591-2900 or Cathy Brooks Remedy Corp Remedy Corp (NASDAQ:RMDY) was a software company that produced the Action Request System and various applications therein. Remedy is now the Service Management Business Unit of BMC Software. . 415/254-4919 cbrooks@remedy.com or Helen Shik or Melissa Zipin Schwartz Communications 617/431-0770 hshik@schwartz-pr.com |
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