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Brightware Extends Product Suite With Introduction of Contact Center for Complex Enterprises
Email Assistance 4.0 will address the needs of eBusinesses with streamlined multi-site and supervisory management and advanced reporting capabilities
NOVATO, Calif. - August 1, 2000 - Brightware, Inc. a leading supplier of eCustomer Assistance software for the Internet, today announces Brightware Email Assistance 4.0. Building on the recent launch of the Brightware 2000 suite of eCustomer Assistance products that offer Web, Email and Live assistance, Brightware Email Assistance 4.0 offers an intelligent, integrated contact center designed to assist large, complex enterprises manage their customer interactions. Email Assistance 4.0 allows eBusinesses to consistently deliver the most efficient, personalized and cost-effective customer care and reduce supervisory costs while building strong eCustomer relationships."Today's eBusinesses require comprehensive solutions that integrate the Web site and the customer interaction center for maximum eCustomer satisfaction, while simultaneously reducing an eBusinessess' operational costs through highly productive and intuitive products," said Chris Erickson, president and CEO of Brightware. "With Email Assistance 4.0, Brightware is the only company that addresses this need by giving agents, supervisors, IT organizations, and the overall eBusiness the tools to integrate all contact channels, across companies of all sizes and degrees of complexity, to guarantee that every eCustomer interaction is of the highest quality."
With this release, Brightware addresses the complex business challenges that large, multi-site, or multi-national enterprises face when bringing in new customer service agents and ensuring that those agents deliver the consistent level of service that eCustomers expect. Email Assistance 4.0 addresses these issues by providing intuitive multi-site management, monitoring and review capabilities to streamline customer interactions. These features help eBusinesses guarantee consistent communication between customers and service agents, regardless of the communication channel, distributed contact center environment or agent skill level.
"With large, complex organizations increasingly reliant on email for daily communication with eCustomers, solutions that manage these interactions require the consistency and oversight that Brightware's Email Assistance 4.0 provides," said Mark Levitt, research director at IDC.
Through these upgrades, Brightware is further distinguishing itself by ensuring that its Email Assistance product provides both the proven ROI it has been traditionally known for and a compelling experience for contact center supervisors. Supervisors are now able to evaluate email effectiveness and quality by focusing on specific areas of the contact center review queue, specific agent's responses and/or responses that have been dramatically edited by agents. By facilitating improved agent response quality and supervisory intervention, these enhancements ultimately ensure that companies will be able to build stronger relationships with their eCustomers. In addition, the advanced reporting capabilities of Email Assistance 4.0 give eBusinesses insight into their customers' wants and needs in order to modify and improve their service offerings.
Additional Product Features Include:
* Transfers between interdepartmental Contact Centers: To address Brightware's growing multi-national and multi-divisional customer deployments, the latest features provide the ability for disparate deployments to seamlessly transfer eCustomer inquiries, streamlining and speeding email response.
* Application environment utilities: To assist IT personnel with the ongoing maintenance of Brightware solutions, Email Assistance 4.0 includes IT-oriented utilities to help lower the ongoing effort and cost of supporting enterprise-wide applications.
"As a long time Brightware customer, our experience with Brightware's Email Assistance 4.0 further reinforced our eCustomer Assistance decision," said Pat DeFazio, Manager of Customer Support at Trip.com. "Now, in addition to its existing best-in-class agent productivity tools, Brightware has provided an intuitive suite of contact center supervisory management features and advanced IT capabilities that provide us the ability to maintain and ensure the value of our company name and brand."
About Brightware
Brightware, the leading supplier of eCustomer Assistance software for the Internet, helps companies build better customer relationships, one interaction at a time. Using Brightware's complete and integrated Web, Email and Live Assistance applications, eBusinesses can dramatically increase eService levels and eSales revenues while reducing costs. Brightware's products, which can often be deployed within a week, leverage proven automation technology to deliver unparalleled scalability, performance, ROI and an exceptional eCustomer experience at every online touchpoint. For more information, please visit Brightware's Web site at www.brightware.com or call (800) 532- 2890.
Brightware is a registered trademark of Brightware, Inc.
Editorial Contact:
Sarah Bracken
The Horn Group
415-905-4020
sbracken@horngroup.com
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