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Astea Introduces Web-Based CRM ApplicationThe Alliance CustomerPortal For Customer Self-Service Expands Multi-Channel Customer Contact Center Solutions With Astea's AllianceEnterprise SuiteHORSHAM, PA--(INTERNET WIRE)--Sep 17, 2001-- Astea International Inc. (Nasdaq: ATEA - news) announced today a new Customer Relationship Management (CRM) application, architected for the Internet, that allows organizations who sell, service and support equipment to provide their customers with a self-service alternative to calling a customer service representative. Astea's Alliance CustomerPortal provides quick and easy online access to key service information, allowing companies to deliver more responsive customer service while improving customer contact center overhead."The Internet represents a key channel for the delivery of service and a method for companies to strategically balance call center support with meaningful return on investment," says Greg Cicio, vice president of strategic planning and corporate development at Astea International. "Online self-service with the Alliance CustomerPortal is a convenience that customers value and can represent a significant cost avoidance for the service provider." The Alliance CustomerPortal can be implemented as part of a fully integrated, multi-channel, customer contact center solution with Astea's AllianceEnterprise Suite. The portal can be enhanced with Astea's Alliance VirtualRep, which provides an automated virtual service representative to assist self-serve customers via interactive voice, data and video, and with capabilities to escalate calls to live service representatives. The browser-based application created with Microsoft technology for use with AllianceEnterprise's iContactCenter module allows customers to submit service requests, research basic problems, review their service records, check the status of open service orders, order parts and perform many other tasks that once required a call to a customer service desk. Benefits to the service provider include: - Higher levels of service response through the choice of service channels that can be made available to customers. The Alliance CustomerPortal allows customers to find information and answers to problems quickly without having to wait in a queue or tie up service or call center professionals. - Higher customer satisfaction through the convenience of 24/7 access to more responsive customer service anytime from anywhere. - Reduced inbound call volume, which helps to ensure service representatives are available for priority calls and more difficult customer problems. Reducing call volume also controls costs associated with having to add and maintain call center equipment, and hire and train personnel. About Astea International Astea International Inc. (www.astea.com) specializes in Customer Relationship Management (CRM) solutions for companies that sell, service and support equipment. Astea solutions integrate, automate and streamline business processes for sales and marketing, customer contact centers, field service, professional services and mobile CRM, and integrate with back-office systems. Astea's solutions are used in multiple industries to improve productivity, customer interaction, bottom-line profitability and top-line revenue growth. Astea offers over twenty years of experience in automating customer-facing business processes and supports a global client base with direct and indirect sales and service networks worldwide. (c)2001 Astea International Inc. Astea is a registered trademark and AllianceEnterprise eCRM Suite is a trademark of Astea International Inc. All other company and product names contained herein are trademarks of the respective holders. This press release contains forward-looking statements that are made under the "safe harbor" provisions of the Private Securities Litigation Reform Act of 1995 and involve a number of risks and uncertainties that could materially affect future results. Among these risk factors are possibilities that the companies mentioned in this press release may not purchase licenses for AllianceEnterprise, the continuing acceptance of Astea's products, general competitive pressures in the marketplace, and continued overall growth in the customer relationship management solutions industry. Further information regarding these as well as other key risk factors and meaningful cautionary statements that could affect the Company's financial results are included at length in the Company's Form 10-K for the fiscal year ended December 31, 2000, filed with the Securities and Exchange Commission. Editorial Contact: Joe Mitchell Gregory FCA 610 642 8253 joe@gregoryfca.com top of page |
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