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[August 4, 2000]

Motive Communications, Vignette Power Online Customer Care For E-business Solutions

Motive Communications and Vignette Corporation 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 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, Motive powers the 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 provides highly 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.

"Personalizing customers and partners experiences and providing integral services that anticipate and resolve needs are keys to e-business success," said Bill Daniel, Vignette senior vice president of products. "Integrating service solutions such as Motive's with the V/5 Series eBusiness Application Platform is important for our customers because it will enable them to deploy more compelling and responsive e-business solutions."

Under this agreement, Motive will tightly integrate its products with the Vignette V/5 product family through the Vignette Application Foundation (VAF). The integration further enhances 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?, enabling personalization of customer service content delivery.

"Motive's partnership with Vignette signifies our aggressive pursuit in providing the industry's leading e-service infrastructure for online businesses," said Mike Maples, Motive's vice president of marketing. "Vignette's open architecture and methodology enables companies to snap-in our e-service network software solution," added Maples. "Collectively Motive and Vignette have recognized a market need and intend to work cooperatively in making an industry impact across all aspects of online customer care."

When integrated in an e-business solution, Motive's AnswerWeb application can query Vignette V/5 applications to determine a customer's contextual information such as identity, location within a business process and product or feature selections. AnswerWeb then uses the contextual information to deliver highly targeted self-service solutions or a high-touch connection to an appropriate expert. Once the problem is solved, the answer can be captured dynamically in a variety of documents and media formats and reused for self-service in the future, according to the appropriate business rules.

Motive will tightly integrate Motive AnswerWeb through the Vignette Application Foundation (VAF), further enhancing customer services through the relationship management, content syndication and multiple communications delivery channels provided by Vignette's V/Series application services. Using its SmartBridge technology, Motive's AnswerWeb solution will be integrated with the V/5 Content Management Server?, enabling personalization of customer service content delivery.

Providing online customer care can have significant impact on e-business operations. In a recent report, market analysis firm Datamonitor estimated that nearly eight percent of abandoned online transactions could have been salvaged and converted to sales. By providing better online customer services, Datamonitor indicates that companies could have improved their online sales last year by as much as 35 percent.

Motive complements Vignette's e-business applications by building upon its e-business applications strength to maximize each online experience and provide substantial competitive differentiation to attract and retain customers. A Motive-powered e-service network can be used as a strategic weapon in providing unprecedented, proactive customer communication, thus generating additional revenue opportunities. For example, a financial services company could utilize Motive's software infrastructure to identify and alert its three most valuable customers of a forthcoming investment opportunity tailored to each individual portfolio. If the customer had any questions or wanted clarification on further exploring the opportunity, Motive's technology would automatically link the customer to the optimal service resource to handle the inquiry real-time.

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