Headlines
Kanisa Delivers E-Service Solution
Kanisa Inc., a provider of solutions designed to enhance online
customer experience, has announced the release of version 2.0 of Tier
Zero, the company's e-service application. Version 2.0 was designed to
increase the capacity of Kanisa's solution, which provides online customer
service by emulating person-to-person interaction in an automated
environment. The latest version includes improvements to Kanisa's core
technology, helping boost performance in both the front-office and
back-office processes and enhancing reporting and analytics. With Kanisa's
Tier Zero technology, customers are guided through an online personalized
dialog that helps them define their service needs and guides them to the
best information or interactive service channel. Tier Zero can enable an
e-commerce site to become a personalized, effective and efficient first
point of service for customers. Features of Kanisa 2.0 include new tools
for managing and training Kanisa's knowledge maps, refinements to front-
and back-office processes including improved performance in internal data
processing and Web-based document delivery, and enhanced reporting and
analytics for both Kanisa's customer experience managers and Kanisa's
customers.
No. 500, www.ccsmag.com/freeinfo
ServiceWare And Lipstream Partner For
Support Solution
ServiceWare, a provider of Web-based solutions for enterprise
service and support, announced it has formed a strategic partnership with
Lipstream Networks, Inc., which offers real-time voice over the Internet
for e-business, to voice-enable ServiceWare's Web self-service solution,
eService Site. The addition of Lipstream's Live Voice service is intended
to allow customers to talk directly to a live service representative over
the Web at any time during a support session. This partnership builds on
ServiceWare's recent product enhancements that allow customers access to
immediate answers to their questions through a variety of media, including
voice, e-mail and multimedia. The partnership will combine Lipstream's
Live Voice service with ServiceWare's eService Site to allow users to
begin a real-time dialog with an agent, at any time during their service
experience and at the click of a button. ServiceWare's eService Site is
designed to be the entry point for customers and employees, enabling
businesses to provide Web-based self-service to their end-users, whether
through the Internet or a corporate Intranet. eService Site allows
self-help users to access a company's knowledge base at any time, through
a simple interface via a natural language query.
No. 501, www.ccsmag.com/freeinfo
Brightware Extends Contact Center Suite
Brightware, Inc., a supplier of customer assistance software for
the Internet, has announced Brightware Email Assistance 4.0. Building on
the recent launch of the Brightware 2000 suite of e-customer assistance
products that offer Web, e-mail 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 helps allow e-businesses to deliver more efficient,
personalized and cost-effective customer care and reduce supervisory costs
while building e-customer relationships. With this release, Brightware
intends to address the business challenges that large, multisite or
multinational enterprises face when bringing in new customer service
agents and ensuring that those agents deliver the consistent level of
service that e-customers expect. Email Assistance 4.0 addresses these
issues by providing multisite management, monitoring and review
capabilities to streamline customer interactions. These features can help
e-businesses better guarantee consistent communication between customers
and service agents, regardless of the communication channel, distributed
contact center environment or agent skill level.
No. 502, www.ccsmag.com/freeinfo
Motive And Vignette To Offer Integrated
Solution
Motive Communications, a provider of online customer-care
solutions, and Vignette Corp., a supplier of e-business applications, have
announced an agreement to integrate Motive's AnswerWeb solution, a
high-touch service solution, with the Vignette V/Series eBusiness
Application Platform. The alliance, which will involve joint sales and
marketing activities in addition to joint product development, will help
enable organizations to deploy e-business solutions with context-driven
online customer support, simplifying complex commerce-centric
applications. Resolving questions or problems associated with e-business
transactions and business processes, AnswerWeb was designed to power
online customer care strategies for companies with complex customer
service relationships, high-value transactions and the need for
specialized experts when customers have questions and problems.
Motive-enabled service can provide more specialized, domain-specific
answers and connections with multiple human touch points to ensure
end-to-end completion. Motive's solution targets the core issue in online
customer care by funneling responsive and targeted answers and experts to
users with questions, while making the best use of the customer's time.
Under the agreement, Motive will integrate its products with the Vignette
V/5 product family through the Vignette Application Foundation (VAF). The
integration can enhance customer service through the relationship
management, content syndication and multiple communications delivery
channels provided by the V/5 products. Using its SmartBridge technology,
Motive's AnswerWeb solution will be integrated with the V/5 Content
Management Server and the V/5 Lifecycle Personalization Server, helping
enable personalization of customer service content delivery.
No. 503, www.ccsmag.com/freeinfo
Taviz Provides A Solution For Internet,
Enterprise And Mobile Integration
Taviz Technology Inc., providers of electronic integration
solutions, has announced the introduction of its new eIntegration Suites.
The suites were designed to provide a single source solution for Internet,
enterprise and mobile integration, enabling companies to adapt e-business
technology faster and more cost effectively. The eIntegration Suites were
designed to provide a solution for managing the integration of real-time
content and data from legacy and ERP systems and e-business applications
for CRM, supply chain management and e-commerce. Taviz helps enable
customers to more rapidly and efficiently manage the process of
integration by the use of intelligent caching, business rule templates, a
distributed "e-integration" architecture and a robust
transformation engine. The Taviz eIntegration Suites consist of a number
of market-tuned solutions backed by an experienced technical- and
customer-service-oriented organization. The new Taviz eIntegration Suites
include the Taviz B2B Suite, which provides rapid data and content
integration for CRM, supply chain management and e-commerce development
initiatives; the Taviz Mobile Internet Suite, designed to enable the
repurpose of operational data for portable devices; the Taviz EAI Suite,
which enables easy-to-use data interfacing for the management of
enterprise application integrations and data conversion initiatives; and
the Taviz B2C Suite, which provides data and content integration for the
development of electronic catalogs and Internet marketplaces.
No. 504, www.ccsmag.com/freeinfo
Kana And eLoyalty Sign Partnership
Agreement
Kana Communications, Inc., a provider of enterprise relationship
management solutions, and eLoyalty, an e-CRM services company, have
announced a worldwide partnership. Under the agreement, eLoyalty will
integrate Kana's e-business applications with eLoyalty's e-CRM consultancy
skills and technology to provide a multichannel solution designed to
enable clients to build better relationships with their customers. The
partnership aims to leverage eLoyalty's experience in deploying
multichannel customer loyalty solutions, specifically its LVA (Loyalty
Value Added ) approach to measure the impact of investments in Kana's e-CRM
solutions on customer loyalty. Additionally, eLoyalty's Loyalty Suite,
when used with Kana's e-business applications, can allow customers to
model and measure the impact of customer programs across key customer
contact channels. The companies aim to offer a comprehensive solution to
e-businesses that build and maintain loyal customer relationships while
reducing the cost of customer acquisition and retention, increasing
customer "wallet share," and ultimately providing a more
sustainable competitive advantage in the marketplace.
No. 505, www.ccsmag.com/freeinfo
AlertSite Offers Testing To Provide
PerspectiveOf Web Site Performance
AlertSite, Inc., an Internet device monitoring service used to
detect possible hackers, disruption of service and slow response time, has
announced the availability of MultiPOP monitoring for its service designed
to monitor Web sites around-the-clock. AlertSite is stepping up its
efforts to monitor Web sites with a new monitoring station on the West
Coast to provide redundancy. Each independently operated,
time-synchronized POP station tests Web sites and reports results to a
central database. Geographic monitoring provides customers with a
redundant and consistent view of how the Internet sees their e-commerce
presence. Depending upon where in the world a business is located,
monitoring tests may result in different responses from local problems
such as router outages, inoperable servers at the host, problems with the
local phone company or the company's own routers and internal networks.
Before alerting users of a problem, the MultiPOP system verifies the error
with a secondary station. Users are notified only of problems over which
the company has control and not for isolated Internet outages. Other
features of AlertSite include round-the-clock monitoring, content
verification (to ensure Web sites and CGI scripts behave as expected and
that pages have not been changed or compromised without prior knowledge),
e-mail and pager notifications, performance tracking (the time it takes to
connect to a Web site and retrieve a requested page) and diagnostic
reporting. Data are collected to measure, assure and improve the quality
of e-commerce sites, helping improve competitiveness and customer
satisfaction. Graphical performance reports complete the picture to show
how a site "looks" from a variety of locations worldwide.
No. 506, www.ccsmag.com/freeinfo
eGain Offers New Self-Service Elements
eGain Communications Corp. has announced delivery of two new
Web-based solutions: eGain Assistant 4.0, an intelligent, life-like
conversational agent; and eGain Inform 3.0, which publishes and manages
frequently asked questions (FAQs). These applications were designed to
help companies respond quickly, accurately and cost-effectively to online
customer inquiries. EGain's intelligent self-service solutions aim to
provide an interactive and personal online experience that turns site
visitors into loyal, repeat customers. They help customers find the
information they seek quickly and easily, at any time, in a format that
best fits their needs. They also give companies reporting tools that
deliver insight into customers' issues, wants and needs so they can
continually improve their level of service. Recently, eGain made its
self-service solutions smarter with personalization features. With this
added element, the software can "know" a customer's interests
based on prior inquiries and transactions. eGain Assistant was designed to
create a way of interacting with customers through a conversational,
life-like customer service agent that "chats" in plain English
with Web site visitors. The goal of this product is to lower support costs
and ensure an improved online experience. These automated agents go beyond
simple search engines, helping make customers feel they are being served
by an actual CSR. They also gather information on user issues and will
escalate difficult problems to live CSRs via eGain Live or eGain Mail.
eGain Assistant 4.0 features natural language comprehension, decision
support, conversation logging and analysis, integration with back-end data
and security.
No. 507, www.ccsmag.com/freeinfo
Talisma Service To Create Individually
Tailored E-Service Plans
Talisma Corp., a developer of electronic customer relationship
management (e-CRM) solutions, has announced SpringBoard, a new service
designed to provide start-ups and newly created e-businesses with a
comprehensive action plan, created in just five days, to deliver improved
electronic customer service. In addition, customers can choose to
implement the SpringBoard plan in two days by deploying professional
customer service representatives (CSRs) through Talisma's outsourced
customer support to manage and deliver lower-cost e-service and build the
necessary infrastructure for better online customer satisfaction. In
addition to workflow analysis, personnel assessment and training needs,
the Talisma e-service specialist reviews how Web visitors navigate the
client's Web site and provides details on how to improve the design of the
site, including where e-mail aliases should appear for best customer
interaction, as well as effective Web form creation. The SpringBoard plan
also leads to the creation of knowledge base questions and answers, which
are a starting point for in-house or outsourced personnel to use in
responding quickly to customer inquiries. The final component of the plan
offers personnel recommendations and outlines the cost and time-to-deploy
benefits of hiring Talisma Outsourced Intellect to put the SpringBoard
plan into action.
No. 508, www.ccsmag.com/freeinfo
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