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Inference Selects BEA WebLogic Server to Run Web-Based Customer Service and Support Application
BEA WebLogic Server 4.5 Provides the Infrastructure for k-Commerce Support Enterprise
NOVATO, Calif.--(BUSINESS WIRE)--Nov. 2, 1999-- Inference Corp. (Nasdaq:INFR - news), a leading provider of software and services for sales, service and support across the Web and the Contact Center, announced today that it has chosen BEA WebLogic Server from BEA Systems, Inc. (Nasdaq:BEAS - news) to be the foundation technology for k-Commerce Support Enterprise, a 100-percent Web-architected CRM solution.Running on BEA Weblogic Server 4.5, k-Commerce Support Enterprise provides knowledge-based, conversation-driven access to both structured knowledge and unstructured information for answering customer questions through the Web and across the Contact Center.
Launched on Oct. 26, k-Commerce Support Enterprise provides intelligent, conversation-based 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.
A next-generation CRM solution, k-Commerce Support Enterprise is built upon the BEA WebLogic Server because of BEA WebLogic Server's proven reliability, scalability and comprehensive implementation of enterprise Java standards. In addition, the server's powerful administration tools help manage k-Commerce Support Enterprise at any time from anywhere over a LAN, WAN or the Internet. BEA WebLogic Server also features a multi-tiered architecture that allows components to run on either a single server or many servers. This increased level of scalability means that a company can ramp-up on demand to meet peak volumes in cost-justifiable increments, depending on its specific performance needs.
``In today's business environment, 'E-literate' customers have grown to expect service and support in 'Internet time,''' said Charles Jepson, chief executive officer of Inference Corporation. ``This rapidly growing group of Web-savvy individuals expects 24/7 access to both assisted and convenient self-service support and they want solutions to their problems in real-time. Using BEA WebLogic Server infrastructure allows k-Commerce Support Enterprise to meet the demanding service and support needs of today's Web customers.''
``Customers in today's business environment want immediate answers,'' said Joe Menard, senior vice president of worldwide marketing for BEA Systems, Inc. ``It doesn't matter to the customer whether they contact you by phone, e-mail or the Web, their expectations are very high for immediate, helpful answers, no matter how large the volume of queries that company is receiving. BEA is helping Inference provide applications that meet these expectations by basing them on the award-winning BEA WebLogic Server. BEA WebLogic Server provides k-Commerce Support Enterprise an industrial-strength set of services for developing, deploying and managing Web-based applications and is designed to provide applications with the performance, scalability and high availability required to satisfy today's e-generation.''
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.
BEA and WebLogic are registered trademarks of BEA Systems, Inc. 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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