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Roxio selects Banter and Peregrine cross-channel solution for fast, accurate online customer supportSAN FRANCISCO (November 13, 2001) – Roxio, Inc. (Nasdaq: ROXI), the Digital Media Company, has selected Banter Self Help, Peregrine Email Management and Peregrine Customer Support for a combined intelligent multi-channel solution to provide Roxio’s customer support with a quick and accurate automated solution for managing customer email and web based inquiries.Roxio chose Banter, a provider of intelligent communication technologies, and Peregrine Systems, Inc. (Nasdaq: PRGN), one of the world’s leading software companies, for their proven track records in helping companies create superior support systems capable of handling large customer bases. Roxio software has been bundled with over 55 million CD recorders since 1999 and its GoBack is the number one selling system recovery software. Banter Self Help and Peregrine Email Management are both powered by Banter’s Relationship Modeling Engine (RME), the industry standard in natural language automation, enabling the applications to share a common knowledge base that delivers fast, accurate, and consistent answers across support channels. “The Banter/Peregrine solution gives our customers the ability to ask questions in their own words and get the right answer the first time,” said Jon Mitchell, Director of Roxio Customer Support. “We experience a high volume of customer inquiries across channels, with some customers looking for answers on our website and some preferring information directly from an agent. A cross-channel solution that serves customers accurately, consistently, and in their own natural language is critical.” “Visionary companies like Roxio demand integrated solutions that can handle all forms of unstructured data in consistent and predicable ways,” said Tom Aden, CEO and president of Banter. “The combination of Banter Self Help and Peregrine Email Management is uniquely positioned to serve the needs of self-service and email response by using a shared, natural language intelligence engine of Banter RME.” “Peregrine is committed to providing the best-in-class customer support solutions, “said Harold Goldberg, Vice President and General Manager, Collaborative Business Applications. “The Peregrine Email Management Solution elevates what companies and their customers should expect in terms of quality and accuracy by automating email responses. Integrating our solutions with Banter Self Help provides the premier intelligent, cross-channel customer support solution available today.” “Today, customer service applications may be called upon to manage tens of thousands of concurrent users,” said Forrester Research. “The most critical factors for picking a customer service application are its cross-channel capabilities.” About Banter Banter Inc. builds intelligent technologies to automate everyday communication. Powered by a unique, real-time adaptive engine, Banter's solutions address critical needs in managing information flows and customer relationships including applications for e-mail, on-line self-help, content management and business process automation. Based in San Francisco, Banter has offices in New York, Boston and Israel and is backed by Mayfield Fund, Lucent Venture Partners Inc., and Israel Seed Partners among others. Banter's customers range from members of the Fortune 500 to emerging companies and include such global entities as ABN AMRO America, VeriSign, and Wells Fargo Bank. In addition Banter partners with software leaders Peregrine, Siebel and others. For more information about how Banter can help your business, please visit the company's website at http://www.banter.com or call toll free 1-877-992-2683. About Peregrine Founded in 1981, Peregrine (Nasdaq: PRGN) provides solutions that enable companies to manage infrastructure, as well as extend next generation e-Business capabilities inside the enterprise and across the firewall. As one of the world's largest software companies, Peregrine helps companies achieve a state of frictionless business and gain competitive advantage. Its solutions reduce costs, improve profitability and release capital, generating a lasting and measurable impact on the productivity of assets and people. Peregrine delivers Infrastructure Management solutions that manage the entire lifecycle of an organization's assets, from IT equipment and fleets of vehicles to telecom and facility assets. Peregrine's Employee Relationship Management solutions facilitate proactive management and empower employees with anytime/anywhere access to these enterprise resources, services and knowledge, and improve productivity, asset utilization, and real-time business intelligence. Peregrine's Business Relationship Management solutions help companies establish a digital dialog for conducting e-Business by automating and integrating the flow of information and business processes among buyers, suppliers and e-Marketplaces. BusinessWeek recently named Peregrine as one of the 100 best performing IT companies. Headquartered in San Diego, Calif., Peregrine currently has some 4,000 employees located in more than 100 offices worldwide, and its customers include 92 percent of the Fortune 500 companies. For more information, visit Peregrine's Web site at www.peregrine.com. About Roxio Roxio, Inc. (Nasdaq:ROXI) makes the best selling CD burning software in the world enabling people to create, manage and move digital media. Roxio's suite of digital media products features Easy CD Creator (for Windows) and Toast (for Macintosh). Roxio also makes GoBack, the #1 selling system recovery software that enables PC users to "go back" in time to instantly recover from system crashes, virus attacks, failed software installations and data loss. Roxio distributes its products globally through strategic partnerships with major PC and drive manufacturers, national retail chains and Internet partnerships. Roxio's products are also available at its website, http://www.roxio.com. Headquartered in Milpitas, California, Roxio also maintains offices in Colorado, Minnesota, Germany, and Japan. Roxio currently employs more than 250 people worldwide. Roxio is a member of the S&P SmallCap 600 and the Russell 2000 Index. Editorial Contact: Jennifer Crumpley Banter 415.247-2600 jcrumpley@banter.com top of page |
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