Neuromedia Changes Name to NativeMinds to Reflect Power of Virtual Service Reps for Frontline eCRM Applications
vReps Provide 24/7 Natural Language Customer Support at Costs Far Less than Traditional Support Channels
SAN FRANCISCO, CA - 2000-06-05 - Neuromedia, Inc., the leading provider of software and services to create automated natural-language customer service and sales representatives for eCRM, today announced it has changed its name, effective immediately to NativeMinds, Inc. The new name accurately reflects the company's focus on providing software to create virtual sales and service representatives-expert locals-that emulate human customer service interaction online. Virtual Representatives engage online customers with fast, effective answers to sales and support questions at costs much lower than popular support channels such as phone or email.
Virtual Representatives, or vReps™, are automated online personalities that effectively engage and support customers on the Internet in the same way they are accustomed to at leading brick-and-mortar companies - via fast, informative, and enjoyable two-way conversation with smart sales representatives using plain English. According to a recently published Forrester Research study, on a per incident basis, knowledge-based Web solutions cost a mere 3.5 - 11 percent of what traditional support channels, such as telephone and email, cost companies these days (Tier Zero Customer Support, December 1999).
In addition to support costs, vReps are the face in Faceware™ -- NativeMinds' integration solution that enables end-users to intuitively retrieve sales and support information from a variety of disparate, enterprise-wide customer care systems, such as CRM, eCommerce, order tracking or shipping, via a single, unified natural language interface.
"If you were new to a big city, you'd ask a knowledgeable native for directions to get you where you want to go in the shortest time. Customers expect the same knowledgeable service from sales and service representatives in their favorite stores, so why not scale that experience to the Web via automation?" said Andrew de Vries, NativeMinds' VP marketing. "As a native of a company's Web site, a vRep knows all about a specific product or service and can deliver the information to the customer via a fast and compelling natural language dialog at a lower cost than traditional customer support channels. A vRep's knowledge is highly adaptable and expandable, because it can pull and display data from various systems, such as order and inventory tracking, or a preference engine, and escalate to phone or live chat support if needed."
About NativeMinds
Incorporated in 1999, NativeMinds (formerly Neuromedia) is the leading provider of software and services to create automated natural-language customer service and sales representatives - vReps - for eCRM. Leading customers of NativeMinds' vRep solutions include Axcess.com, Bigstep.com, Convergys, One 2 One, Procter & Gamble, reflect.com, GlaxoSmithKline and Track Data. NativeMinds is a privately held corporation based in San Francisco, CA. For more information, visit www.nativeminds.com
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