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Inference's Web Applications Now Offered as an Affordable, Worry-Free ASP Service
k-Commerce Support Enterprise Available Through Inference's Hosted Solutions Program
NOVATO, Calif.--Nov. 2, 1999--Inference Corporation (Nasdaq:INFR - news), a leading provider of software and services for customer relationship management and e-Commerce, today announced the k-Commerce(TM) Hosted Solutions program through which the customer service and support features of k-Commerce Support Enterprise will be made available in a hosted format.Under this new program Inference builds, manages and hosts an Internet-based self-service solution to address a customer's specific CRM needs.
``Web and e-Commerce activity in the past year have shown that Web-based customer support is an essential factor in maintaining a successful online business,'' said Charles Jepson, president and chief executive officer, Inference Corporation. ``But due to the competitive nature of the Web and the need to focus on customer acquisition, many Web-based companies have been reluctant to invest significant human resources and valuable time into building customer support infrastructure. For that reason, we believe that the convenience, flexibility and deployment speed of our hosted model will be an attractive solution for many Internet companies.''
Once an organization has enrolled in the k-Commerce Hosted Solutions program, Inference representatives will comb corporate data and interview subject matter experts to gain the information necessary to develop an initial knowledge base of most common problems. The Inference team will then develop custom Web self-service pages that match each organization's ``look and feel.'' After the custom CRM solution is in place, Inference's team will provide support 24 hours a day, seven days a week.
Program Elements
A complete k-Commerce Hosted Solutions system set-up includes the following:
- k-Commerce Support Web server including support services, system administration and Internet connectivity.
- Development of a k-Commerce knowledge base covering 100 most common problem/solution cases.
- Development of custom Web pages to effectively provide self-service.
Inference will also provide monthly updates to the knowledge base including 10 new problem/solution cases as well as monthly success and usage reports. The customers are also guaranteed 99.7 percent availability and 90 percent success rate for people finding information in the knowledge base.
``With Inference's new program and attractive purchase options, we were able to gain access to leading customer care technologies without breaking the bank, '' said Jeff Livesay, president and chief executive officer, WellBid, Inc. ``Inference's Hosted Solutions gives us the benefit of being able to rapidly deploy a customer service mechanism to meet our support needs today with a program to expand as our support needs grow. Having the ability to quickly implement a worry-free customer care mechanism allows our company to focus on our business rather than IT development and administration.''
Pricing and Availability
k-Commerce Hosted Solutions is available immediately. Pricing for Inference's new k-Commerce Hosted Solutions program starts with a one-time setup fee of $20,000. The monthly fee structure for maintenance services starts at $4,000 and varies based on the number of Web sessions and access methods provided.
About k-Commerce Support Enterprise
Launched on Oct. 26 and available as a hosted solution, k-Commerce Support Enterprise provides intelligent, conversation-driven access to both structured knowledge and unstructured information for solving customer queries. Unique knowledge gateways expand the universe of usable knowledge by leveraging additional corporate and external knowledge resources found in ODBC databases, e-mails, MS Office, HTML and PDF documents. This scalable solution links the Call Center, Web site, e-mail management systems and other access points into an integrated Contact Center for consistent service, regardless of how customers contact a company. In addition, k-Commerce Support Enterprise offers agent-assisted and around-the-clock self-service support to reduce costs, increase customer satisfaction and deliver impressive return on investment throughout the entire customer lifecycle.
About Inference Corporation
Inference Corporation (Nasdaq:INFR - news) is a leading provider of software and services for customer relationship management and e-Commerce. Inference's k-Commerce product family leverages a company's knowledge, integrating personalized, one-to-one sales, service and support across the Web and Contact Center. Inference helps companies raise customer care to the next level while taking e-Commerce beyond the transaction.
Headquartered in the San Francisco Bay area, with international headquarters near London, England, Inference supports its customers from offices throughout North America, Europe and Asia Pacific through a global professional services organization. For further information, contact Inference at 415/893-7200, send an e-mail to info@inference.com or visit www.inference.com.
The Inference logo, k-Commerce and the k-Commerce logo are trademarks of Inference Corporation in the United States and other countries. All other company names and products are trademarks or registered trademarks of their respective companies.
Editorial Contact:
Carrie Cassee
Inference Corporation
415-893-7208
carrie.cassee@inference.com
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