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Brightware Partners With ASI Solutions To Provide Enhanced eCustomer Assistance Infrastructure for Enterprise Contact CentersNOVATO, Calif.; September 19, 2000 ; Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced a marketing alliance with ASI Solutions Incorporated (NASDAQ: ASIS), a leading human resources consulting and services company, whereby the two companies will present a total solution to enhance the Internet customer experience by providing organizations with the tools and technology necessary to create highly productive contact centers. The two companies will jointly market each other’s products including ASI’s web-administered assessment and development tool, REPeValuator, which serves as a selection or certification tool to ensure the appropriate hiring or advancement of customer sales and service representatives, and the Brightware 2000 suite of products, which includes intelligent Web, Email and Live Assistance products. Together, the Brightware and ASI offerings will allow companies to not only hire the most skilled customer service and sales representatives, but also ensure that the individuals hired are the most appropriate personnel to support the complete, personalized assistance solution from Brightware.“This partnership continues to build on Brightware’s momentum in addressing the needs of large, complex enterprises that interact with customers through multiple interaction channels,” said Chris Erickson, President and CEO of Brightware. “By co-marketing our solutions, we ensure our combined customers are attracting and identifying the best talent for a complete eCustomer interaction solution powered by automation, and that they have the infrastructure in place to build stronger customer relationships through each and every interaction.” “Both ASI and Brightware’s technologies have been widely accepted in the financial services, communications and technology sectors.” said Bernard F. Reynolds, Chairman and CEO of ASI Solutions. “While Brightware enhances and personalizes the online experience through their eCustomer Assistance solutions, ASI, through REPevaluator™, allows companies to assess, select, develop and certify critical eContact skills allowing for optimum utilization of Brightware’s Contact Center technology.” ASI recently developed the only Web-delivered performance tool for improving customer support and e-Rep selection and assessment - REPeValuator TM. REPeValuator TM provides a cost-effective method to raise the probability of hiring the right candidate in this new age of e-Reps by selecting and certifying e-Sales and e-Service positions. Using a Web-based simulation, REPeValuator TM imitates chat and Voice Over Internet (VoIP) interactions and assesses the candidate's performance, rating skills such as multi-tasking, accuracy, rapport, empathy, quickness and efficiency, problem solving, grammar, communication, and Reps’ ability to identify sales opportunities and retain customers. The resulting skills profile can then be compared with the optimal levels necessary to succeed in the job. 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 ASI ASI Solutions Incorporated is a leading national provider of a unique blend of human resources consulting and outsourcing services for organizations seeking to hire, train and develop a higher quality, more effective workforce. The company offers services in three areas: Performance Improvement; Employment Process Outsourcing; and Compensation & Market Share Studies (McLagan Partners). These services are provided to major corporations and other large organizations, primarily in the telecommunications, financial services, information technology and healthcare industries. ASI's Internet address is www.asisolutions.com. 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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