EASSIST.COM PARTNERS WITH NATIVEMINDS TO DEPLOY SELF-SERVICE VIRTUAL REPRESENTATIVES FOR eCRM
Partnership offers customers natural language front-end to eCRM solutions to reduce customer support costs and increase online sales
San Francisco, CA - 2000-08-22 - eAssist.com, a leading provider of electronic customer relationship management (eCRM) solutions, and NativeMinds, a leading provider of natural language service representatives for the Internet, today announced they will partner to integrate NativeMinds' comprehensive natural language virtual representative solutions with eAssist.com's full-spectrum eCRM service offering for Fortune 1000 and pure-Internet e-business customers.
Virtual representatives-or vRepsTM for short-are automated online personalities that emulate the best in human customer service on the Internet with fast, accurate answers to sales and support questions at costs much lower than traditional support channels, such as phone or email. The solution offered by eAssist.com will integrate a vRep with the rest of its eCRM components and other back-end business information systems to answer high-volume questions, guide customers through the online shopping process, and increase sales, by reducing shopping cart abandonment.
eAssist.com will offer vReps with its other self-service components, including FAQ's, case-based reasoning and search engine functionality, all of which leverage a "continuous learning" knowledgebase which provides decision-critical information at the point of purchase, so online customers can get the information they need, when they need it to make purchasing decisions.
"eAssist.com's offering provides an ideal channel for us to deliver our natural language self-service customer solutions," said Walter Tackett, CEO and co-founder of NativeMinds. "Forrester Research suggests customers would greatly benefit from preemptive online service that exceeds customer expectations-what they call Tier Zero support. The vRep solution adds this Tier Zero service to the eAssist.com offering, benefiting e-businesses and their customers alike."
The vRep solution easily integrates with eAssists.com's eCRM suite, making it a natural component of customer self-help: customers are served and satisfied before resorting to contacting a live human representative, and the system can escalate seamlessly to a live representative when necessary. By integrating such services on their Web sites, e-businesses can drive down the time and cost of handling individual inquiries while providing an enhanced, personalized customer experience.
"In partnering with NativeMinds, we are offering an option to our e-business clients whose own customers want more self-service," said Dan Plashkes, president and CEO of eAssist.com. "Until now, self-service has been very limited, not personalized and ineffective. With this innovative, blended solution, we are able to put customers' needs first, increasing satisfaction, accuracy, and time to response, while helping e-businesses keep costs in check-- important criteria in this day and age of the 24-hour online economy."
Forrester Research reports that e-businesses are looking for a way to handle rising traffic and customer demands while controlling costs. In a recent report, the firm quotes a 214% annual growth rate in visitors to service sites and says companies need one centralized place to build the business logic that controls how customers are treated, or an eRelationship management system.
eAssist.com's suite of services is designed to do this by enabling an e-Business to blend customer intelligence with Web-based interaction technologies for the formation of a unified, collaborative customer environment. This reduces customer management costs and improves customer experience. By using the company's integrated application suite and centralized content management, companies can improve time-to-market, reduce costs, diminish risk of technological obsolescence, and build deeper relationships for improved customer acquisition and retention.
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, Oracle, 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.
About eAssist.com, Inc.
eAssist.com delivers electronic customer relationship management (eCRM) solutions that enable hosted delivery of integrated application services for eBusinesses. Managing a wide range of communications channels including self-help, e-mail, chat, conventional telephony, wireless Internet and VoIP, the eAssist.com technology and services are designed to gather, integrate, personalize and manage customer information from each customer interaction. eAssist.com operates as an application service provider to deliver software as a service, which allows the platform to be rapidly deployed and easily upgraded. The company is headquartered in San Diego, California with sales offices in Silicon Valley, New York and Seattle. For more information, please visit the company's Web site at www.eassist.com, e-mail at info@eassist.com, or call (858) 458-4188.
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
Verity and the Verity logo are registered trademarks or trademarks of Verity, Inc.
Summary: ...owners. Product specifications and features are subject to change without notice. Use of Autonomy software is under license. [20111110_CI_CS_BT] Autonomy Inc, an HP Company One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1 415 243 9984 Email: info@us.autonomy.com...
Summary: ...and features are subject to change without notice. Use of Autonomy software is under license. [AUT SP] 04.08 Autonomy Inc. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1 415 243 9984 Email: info@us.autonomy.com Autonomy Systems Ltd Cambridge Business Park,...
Summary: ...the necessity of passing their work on to others with those skills. Case Study Customer The vision of the Department of Natural Resources and Water (NRW) is "managing Queensland’s natural resources for today and tomorrow". The department manages and allocates the state’s land and water resources,...
Summary: ...new Autonomy-powered website has been immediate and striking. The site now drives more than 30 percent of the company’s sales volume and is the leading channel for self-service tasks, as well as pulling even with live phone calls as the main channel for customer service—an 80 percent increase over...
Summary: ...are registered trademarks and the properties of their respective owners. Product specifications and features are subject to change without notice. Use of Autonomy software is under license. [20110518_PI_CS_Radioplayer] Autonomy Inc. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel:...
Summary: ...employs more than 2,000 regular Police Constables, supported by more than 1,500 civilian staff and Police Community Support Officers. In 2010, Cheshire Constabulary handled more than 100,000 emergency calls and nearly 300,000 non-emergency calls. The Need The nature of policing demands quick, direct access...
Summary: ...approved digital content, including videos, photographs, logos, exhibit documentation, marketing collateral, presentations, Flash™ content, audio and more. Autonomy Virage MediaBin can automatically convert video and audio natural language to text and time synchronize with a streaming preview of the...
Summary: ...Intelligent Data Operating Layer Functionality •Concept Retrieval • Multimedia Search • Hyperlinking • Audio & Video Ingestion Languages English, Spanish www.autonomy.com Autonomy Inc, an HP Company One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1...
Summary: ...respective owners. Product specifications and features are subject to change without notice. Use of Autonomy software is under license. [20111115_CI_CS_Arkema] Autonomy Inc, an HP Company One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1 415 243 9984 Email:...
Summary: ...Sales and Marketing IT Manager at Rohm and Haas. To support a more targeted marketing strategy and help drive business growth in new markets and geographies, Rohm and Haas began work with Autonomy on an initiative to leverage the web more effectively as a strategic sales and marketing channel. Implementing...
Summary: ...signature fields that include a name, date, and time-stamp. To ensure security, the approver must enter a valid user ID and password to complete the authorization. “We were also able to customize the form with the Iowa State colors and logo, so that it has the unique feel of the University,” Peterson...
This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...the properties of their respective owners. Product specifications and features are subject to change without notice. Use of Autonomy software is under license. [AUT PB] 01.09 Autonomy Inc. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1 415 243 9984 Email:...
Summary: ...feedback from across all channels and touchpoints. Social Media Governance. Leverage social networks while maintaining compliance with emerging laws and regulations. www.autonomy.com Autonomy Inc, an HP Company One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax:...
Summary: ...trademarks and the properties of their respective owners. Product specifications and features are subject to change without notice. Use of Autonomy software is under license. [20111115_RL_PB_Express_Search] Autonomy Inc. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243...
Summary: ...Self-configuring, self-managing, and self-healing, the EMC Centera architecture lowers total cost of ownership by reducing people costs, maintenance, and space requirements; in addition, EMC Centera protects the organization against technology obsolescence The Big Picture EMC Centera storage system gives...
Summary: ...Unpredictable network bandwidth between the administrator and the mobile professional’s location combined with the large volumes of data that need to be preserved produce high rates of failure. Based upon this, some organizations resort to the expensive process of taking physical possession of the mobile...
Summary: ...location combined with the large volumes of data that need to be preserved on or from the mobile produce high rates of failure. Based upon this, some organizations resort to the expensive process of taking physical possession of the mobile professional’s system and imaging the hard drive. This time...
Summary: ...of their respective owners. Product specifications and features are subject to change without notice. Use of Autonomy software is under license. [20100126_RL_PB_DigitalSafe_4pg] Autonomy Inc. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1 415 243 9984 Email:...
Summary: ...to increase effciency by leveraging modern intranet technologies.” — Luzia Nicosia, Commerzbank’s VP of Interest Derivatives Operations Interwoven, Inc. 803 11th Avenue Sunnyvale, CA 94089 USA (408) 774-2000 Copyright 2007 Interwoven, Inc. All rights reserved. Any Resolution, Anywhere, ConfirmSite,...
Summary: ...change without notice. Use of Autonomy software is under license. [20100804_RL_PB_iManageProServices] Autonomy Inc. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1 415 243 9984 Email: info@us.autonomy.com Autonomy Systems Ltd Cambridge Business Park, Cowley...
Summary: ...customers' minds at ease, as Autonomy will, because customers trust in the brand. Q: Will Autonomy's sales efforts compete with mine? A: You may encounter our direct sales representatives. However, Autonomy's channel-neutral policy allows our sales representatives to work with our partners to close business...
Summary: ...are subject to change without notice. Use of Autonomy software is under license. [20111107_CI_PO_Virage_MediaBin] Autonomy Inc, an HP Company One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: + 415 243 9955 Fax: + 415 243 9984 Email: info@us.autonomy.com Autonomy Systems Ltd, an HP...
Summary: ...without notice. Use of Autonomy software is under license. [20090915_PI_PB_Structured_Data] Autonomy Inc. One Market, Spear Tower, 19th Floor, San Francisco, CA 94105, USA Tel: +1 415 243 9955 Fax: +1 415 243 9984 Email: info@us.autonomy.com Autonomy Systems Ltd Cambridge Business Park, Cowley Rd, Cambridge...
This is a small selection of the Autonomy Product Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...Failures in compliance controls did not just occur within individual corporations or markets, but were global in nature and transcended regulatory models. Rules-based regulatory schemes proved ineffective, as did principles-based approaches. Self-regulation was inadequate, as was governmental oversight....
Summary: ...Autonomy Whitepaper - Social Media Compliance. To the extent employees are engaging over social media channels to conduct business, obligations regarding those interactions may flow directly from existing regulatory requirements.1, 2 In some instances, regulatory authorities are issuing more specific...
Summary: ...for subjects that represent book entities. Thus a table containing subject as the key and “title,” “author,” and “isbn” as the other attributes might be created to store entities of type “book.” This flattened property table representation will require many fewer joins to access, since...
Summary: ...9 • Corporations should designate a single senior management level employee (such as the CFO, COO or Chief Security Officer) (the “Designee”) to act as the company’s representative for the electronic information system and, in the post triggering event context, the nature of all litigation hold...
Summary: ...both high and low IQs. It is human nature to emphasize what one does well and de-emphasize what one does not. When determining how to tag and rank information, it will always be the metadata that fits the users metrics of what to emphasize that will get tagged, which may not be representative of the actual...
Summary: ...are generated in real-time at the moment a document is viewed, removing the need for any manual intervention and ensuring they are constantly up-to-date. For example, in a CRM environment, IDOL v7 can automatically present customer service representatives with related documents and supporting information...
Summary: ...the United States was hit by two destructive hurricanes: Katrina and Rita. The oil industry suffered a shutdown of 25 percent of all U.S. crude oil production, more than 14 percent of U.S. natural gas production and a significant portion of refinery production capacity at facilities in the Gulf of Mexico...
Summary: ...Data Analytics: The New Growth Opportunity for Software Developers. In addition, since Vertica provides superior performance out of the box and is also self tuning and automates database design for speed and fault tolerance, the number of DBAs required to manage Vertica is typically reduced from 2 to...
Summary: ...Ballasts No. of Motors Total HP Generators KVA No. of Emergency Lighting Battery Units: FIRE ALARMS: No. of Zones: No. of Detection and Initiating Devices: No. of Sounding Devices: No. of Self Contained Detection/Sounding Devices:
...
Summary: ...scalable solution for collecting data from multiple sources, cleaning the data and storing it for long-term use. Hadoop excels at processing tasks – graph construction and traversal, complex aggregation and summarization, natural language processing, machine learning and other analyses – that SQL...
Summary: ...continuous intelligence and content intelligence. In the next decade, BI leaders will need to embrace all four types of intelligence to deliver BI applications that deliver lasting value to their organizations. There is a natural tension between business intelligence and analytic intelligence. The former...
Summary: ...instant-access culture of the Internet has bred a new attitude among clients, who now expect more frequent and complete information on their projects/engagements. Such updates can interrupt the work of several people, depending on the nature of the request: billing totals, work status, document review...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
Related Case Studies
