[September
13, 2000]
Brightware Announces General Availability Of Its
Live Chat CRM Product
Brightware, Inc. announced the
immediate general availability of Brightware Converse, a fully integrated
live chat product that builds better relationships with e-customers
through real-time Web-based interactions between the e-customer and a
company's customer service representatives (CSRs).
Converse is the first product of its kind that works in concert with
Brightware's Web and Email Assistance products to deliver an integrated,
personalized experience for the e-cCustomer. Built on Brightware's proven
automation technology foundation, the Converse product line provides:
- The ability to maximize resources by enabling agents to respond to
chat and email messages using a common, intuitive Agent Desktop;
- Supervisors with the ability to more smoothly manage operations,
using the Contact Center's integrated Supervisor Desktop to oversee
both chat and email interactions;
- Added benefits of intelligent automation to classify and
automatically pre-compose suggested responses to chat inquiries that
agents can rapidly review, approve and send to a supervisor to improve
their productivity and chat consistency; and,
- Collaborative browsing to not only answer chat inquiries but
simultaneously direct customers to the right Web page when
appropriate.
"Immediacy coupled with accuracy is fast becoming a requirement
for e-businesses providing online customer service. By offering live
assistance, they can provide immediate support that brings e-customers
back, creating loyal, long-term relationships one interaction at a
time," said Chris Erickson, President and CEO of Brightware. "By
building Brightware Converse, we have extended our product suite to more
tightly link e-customers and e-businesses by building a bridge between the
Web and the contact center for the ultimate online interaction."
Converse is part of the Brightware 2000 suite of products that leverage
intelligence gathered from customer profile information, the nature of the
inquiry and customizable business rules to deliver cost-effective
interactions and a value-based approach to e-customer Assistance.
Brightware's suite also includes Brightware Concierge, an intelligent
Web-based e-customer Assistance hub that automatically guides customers to
the right information or right resource on the Web site or escalates their
inquiries through the most appropriate and cost-effective interaction
channels, and Brightware Email Assistance that automatically responds to
incoming email inquiries by understanding the message intent and
personalizing the response.
"Building relationships is key in today's market," said Hugh
Bishop, Aberdeen Group. "The ability to leverage a customer's
interactions to deliver a value-based experience that balances
relationship, profitability and cost is exactly what businesses need to
succeed. With Brightware's Converse solution, businesses benefit from an
integrated package that includes chat, email, and Web self-service, and
that scales as an e-business grows."
Brightware Converse is available immediately directly from Brightware
for $49,000.
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