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Teloquent Selects Brightware To Enhance Customer Care SolutionBrightware’s Email Assistance Product Adds Critical Interaction Channel to Teloquent OfferingNOVATO, Calif. - September 19, 2000 - Brightware, Inc. a leading supplier of eCustomer Assistance software for the Internet, today announced that Teloquent®, a leading provider of interaction infrastructure that integrates multiple customer touchpoints with customer relationship management applications, has selected Brightware’s Email Assistance application to deliver enhanced multi-channel capabilities. Teloquent will use Brightware Email Assistance 4.0 - part of the industry-leading Brightware 2000 suite of eCustomer Assistance products - to intelligently classify, route and queue email requests with the same effectiveness as the advanced routing system that drives its best-in-class solution for Web and telephone contacts. Email Assistance 4.0 will be incorporated in the next version of Teloquent’s product suite, which will ship in late October.“Teloquent is committed to helping organizations connect all points of customer contact with CRM data to significantly increase the value of each customer interaction,” said Bruce R. Bower, President and CEO, Teloquent. “The addition of Brightware Email Assistance 4.0 increases the value of our customer contact center solutions by expanding the scope of customer touch points.” Teloquent® solutions enable companies to bring one-on-one human interactions - via telephone, email, Web text chat, Web call-back or pushed/shared Web screens- into their e-business infrastructures in a way that maximizes satisfaction for customers and minimizes cost for the eBusiness. With the added Brightware Email Assistance solution, Teloquent will continue to save its customers time and money, and allow customer service representatives (CSRs) to deliver the highest quality interactions. By automatically classifying, routing and suggesting appropriate replies to incoming email inquiries, the Assisted Answer capabilities of Brightware’s Email Assistance solution will enable CSRs to handle inquiries more effectively, increasing the satisfaction of customers using this channel. Brightware’s real-time supervisor monitoring and management functions will ensure accuracy and consistency of email responses, reduce costs and streamline operations for eBusinesses corresponding with customers via email. “We are very pleased that Teloquent has selected Brightware Email Assistance to be a crucial component of its customer contact center solutions,” said Chris Erickson, president and CEO of Brightware. “Email is the preferred interaction channel for many customers, yet far too many businesses fall short in managing and responding to email inquiries. By incorporating Email Assistance in its multi-channel customer contact center offerings, Teloquent is not only delivering a powerful management and measurement tool for innovative, customer-focused organizations, but also leveraging automation to cost-effectively build and maintain stronger eCustomer relationships.” The enterprise-oriented Brightware 2000 product suite is designed to meet the expanding needs of multi-channel customer interactions by linking a company’s Web site with its established contact center operation. By using its knowledge about each inquiry, customer history and customizable business rules, the Brightware 2000 suite of products ensures eCustomers receive an exceptional experience with responses to each of their inquiries in a timely and appropriate manner across all communication touch points - Web, email, and live (chat) interactions. By providing CSRs with complete and up-to-date eCustomer information, suggested responses to incoming inquiries, access to a variety of response templates and an intuitive desktop that improves their productivity, Brightware helps ensure superior eCustomer Assistance. About Teloquent Teloquent develops, markets and supports a leading interaction infrastructure that integrates multiple customer touchpoints with customer relationship management applications. Teloquent solutions enable organizations to route interactions and relevant information to the right contact center representative, no matter how the interaction comes in, no matter where the data is stored and no matter where the representative is located. Teloquent solutions allow organizations to improve the efficiency of their customer interaction function, increase the productivity of their representatives, and leverage existing telephony, information technology and Web infrastructure. For more information about Teloquent, visit the company’s Web site at www.teloquent.com, send email to info@teloquent.com, or call 978-671-5211 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. Editorial Contact: Jennifer Donovan The Horn Group 415-905-4029 jdonovan@horngroup.com top of page |
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