Complete ecustomer Assistance Building Relationships One Interaction at a Time

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1 Complete ecustomer Assistance Building Relationships One Interaction at a Time ecustomer Assistance Made Simple

2 Is your ebusiness ready? Brightware s comprehensive ecustomer Assistance applications can help your company dramatically boost esales revenues, raise eservice levels and improve emarketing results while reducing costs. Only Brightware s proven automation technology provides true integration of Web, and Live Assistance, for unparalleled ROI and an exceptional ecustomer experience at every touchpoint. To respond to hundreds, thousands or even tens of thousands of Internet inquiries every day? To help your customers find the right information on your Web site? To deliver courteous and accurate responses in minutes or even seconds? To dynamically interact with each Web site visitor? To attract new customers while keeping existing customers satisfied and coming back for more? To turn your deluge into ebusiness opportunity? To develop a skilled workforce capable of providing personalized and satisfying interactions for each ecustomer? To deliver an exceptional ecustomer experience at every touchpoint: Web, and live service? To make ecustomer Assistance your competitive advantage? The opportunity: ecustomers are coming to your site in ever greater numbers, 24 hours a day, 7 days a week. The challenge: To create productive, satisfying online experiences that keep ecustomers coming back. To succeed, you need intelligent systems that not only improve the quality of ecustomer experiences, but also reduce costs by automating and streamlining online interactions without losing the personal touch.

3 Customer Successes Compaq, which receives more than 40,000 inquiries each month, uses Brightware to significantly reduce the cost of providing ecustomer assistance. Brightware stood out above other ecustomer assistance solutions because of its quick implementation time, its ability to integrate with our legacy systems and its automation capabilities. Compaq Peterson s uses Brightware to differentiate CollegeQuest.com from other college-related Web sites and to generate new revenue through more paid services. Peterson s is interested in providing services that improve a student s ability to select a college that meets their criteria. Brightware allows us to significantly enhance the search process, making it more helpful and informative. Now, students can interactively probe for colleges matching their requirements and areas of interest. Peterson s, A Thomson Learning Company Thanks to Brightware, Mortgage.com closes 50% more loans weekly and saves $1,500 per loan. Eighty percent of the questions we get can be answered by (Brightware) in five seconds. Providing online customers with the immediate assistance they need keeps them from going to competitors and delivers a better-educated and qualified lead to our sales representatives for rapid closing. Also, automating this process with the Brightware application keeps our costs low and customer satisfaction high. Mortgage.com Using Brightware, Trip.com improved customer satisfaction with a 20-fold improvement in response time to routine inquiries while realizing 50% savings on staff costs. Brightware helped us avoid doubling the staff when the number of s doubled, increased everyone s productivity by 250 to 300% and made us far more responsive to customers inquiries. Trip.com Surfree.com service agents are easily managing a 20% per month increase in customer growth thanks to a 3x productivity boost provided by Brightware. Everybody agrees that Brightware helps them work faster, get more done and do things right the first time. We were able to reduce a lot of our SLA (service level agreement) guarantees from a 72-hour turnaround to only 24. Surfree.com CornerHardware.com uses Brightware to keep customers shopping online rather than in a brick-and-mortar store. Without Brightware, customers could search for hours trying to determine which products they need for their home improvement projects. With Brightware, they are instantly led through an interactive session that expedites the buying process. CornerHardware.com

4 Brightware: ecustomer Assistance Made Simple Brightware makes exceptional ecustomer Assistance a reality with intelligent software that transforms online interactions into opportunities. With Brightware s proven automation technology, the Internet becomes the smart place to do business, round-the-clock. Assistance BRIGHTWARE ANSWER Reads, classifies, routes and answers incoming messages with intelligent automation that improves response time and quality, manages volume surges and reduces costs. Automated Answer Composes personalized answers for routine requests that are automatically dispatched to ecustomers. Assisted Answer Routes automatically composed replies to more complex inquiries to staff for Single-Click review. Brightware Contact Center Feature-rich, user-friendly desktop that enables agents and supervisors to deliver exceptional ecustomer Assistance. Combining Single-Click Workflow, the Smart Window, integrated CRM, Web, and live interaction history, plus a host of productivity tools, the Contact Center helps you work smarter. Web Assistance BRIGHTWARE CONCIERGE Transforms ecustomer experiences and ebusiness ROI by automatically handling each ecustomer request in the most appropriate and cost effective manner: on the Web, by , or with live service. eroute Takes ecustomers directly to the Web pages that answer their questions or escalates the inquiry to the best channel based on customizable business rules, available resources and customer data. eanswer Generates an instant Web page for inquiries requiring a personalized response, such as order status. erecommend Makes product recommendations and provides side-by-side comparisons for purchase inquiries. eadvise Uses an intelligent dialog engine to profile customer needs, then educates and advises ecustomers about appropriate products. Live Assistance BRIGHTWARE CONVERSE Provides immediate interaction, instant messaging and realtime response, including Web collaboration, to ecustomer inquiries requiring high-touch communications. Automated Converse Composes and delivers instant replies for routine interactions. Assisted Converse Routes automatically composed replies to more complex inquiries to Contact Center agents for Single-Click review. Foundation Technology Brightware delivers seamless enterprise class operation, providing industry-specific Knowledge Packs for rapid deployment, Connect for easy integration with enterprise applications and data, and robust Analytics for operational visibility and detailed reporting. With Brightware, your customers enjoy a truly superior online experience, whether visiting your Web site, communicating with you by , or using instant interactions (live assistance, chat, or instant messaging) and Web collaboration for real-time service. In return, you enjoy the highest customer retention levels possible, exceptional look-to-buy ratios and lower operating costs.

5 Only Brightware Uses ebusiness assets efficiently Brightware delivers on the promise of the Internet as a low-cost channel for esales and eservice by consistently routing each inquiry to the best and most cost-effective resources on your Web site. Employing intelligent automation to understand and respond to inquiries, Brightware Web Assistance helps Web site visitors address questions or find appropriate products on their own, without requiring agent interaction. Brightware Assistance solutions delivers unparalleled service and productivity that reduces costs significantly below that of other automation products. Brightware Live Assistance uses automation to provide real-time answers for significantly less investment than traditional chat or messaging systems. Offers a unified agent interface In today s information-rich Internet environment, knowledge is the key to success. Brightware s integrated Contact Center is the smart way to leverage customer data across Web, and live channels. Web interaction data can be captured and stored within the Brightware customer history, and used in Contact Center interactions to enrich and live communications. With shared customer history and CRM data, and live assistance agents have complete customer profiles, increasing productivity and effectiveness while enhancing customer satisfaction. and live assistance agents share the Contact Center s intuitive Agent Desktop, which provides comprehensive customer information, Single-Click Workflow and the Smart Window, so agents can rapidly review, approve and send messages with just one click. With the unified desktop, supervisors have maximum control over both their and live assistance responsiveness, and can assign agents to either or both queues as appropriate. Scales as your enterprise grows Industry watchers estimate that daily Internet inquiries will soon number in the billions. If you re doing business online, you must be prepared to react and interact quickly and efficiently. Unfortunately, most ebusinesses can t add staff fast enough to keep pace with their growing online inquiries. Automation is the only way to keep abreast of the onslaught and achieve true eenterprise scalability. Brightware is the only vendor that enables you to automate and scale your operation across Web, and live channels by: helping customers find the information they need, on their own. achieving 80% coverage and 98% accuracy at customer sites through best-in-class workflow and proven automation. escalating hot prospects to Live Assistance for immediate sales closure, providing priority customers with a premium experience. The end result? Exceptional ecustomer experiences that cost only pennies.

6 Superior eservice In a market of single-function products, only Brightware helps you boost eservice at every ecustomer touchpoint: Web, and live service. Brightware s end-to-end ecustomer Assistance solution engages customers when they visit your site, ensures that they receive rapid, accurate and personalized responses to their inquiries and provides a smooth transfer to live assistance for priority service. Using automation technology to vastly improve ecustomer care, Brightware s intelligent systems replicate the knowledge and expertise of your top service staff. But unlike even your best employee, Brightware is alert and available 24 hours a day. With Brightware, you can deliver superior eservice that makes the Internet your customers preferred place to do business. Higher esales revenue The Internet is a great place to buy, but can be a tough place to shop. Unless customers know exactly what they want and where to go on your Web site to get it few will pore through your online content to find the answers they need on their own. Brightware transforms the online shopping experience with a product suite that supports the eshopper and drives higher esales revenue. Brightware Web Assistance guides customers to products, compares product features, makes recommendations, and presents cross-sell and up-sell opportunities tailored to the ecustomer. Brightware Live Assistance adds an additional opportunity for point-of-purchase satisfaction by using instant interactions to escalate hot prospects into instant sales. Brightware Assistance shortens the sales cycle by responding to pre-and post-sales inquiries with unprecedented speed. Brightware helps you convert Web site visitors into paying customers and customers into repeat buyers. Improved emarketing results Reaching out to touch your customer base requires a savvy, focused campaign and an effective way to deal with the ensuing customer response. That s why leading companies turn to Brightware. By combining our comprehensive ecustomer Assistance applications with personalized emarketing services, Brightware dramatically boosts the effectiveness of the Web as a channel for attracting, responding to and retaining customers. With Brightware on your emarketing team, your organization can rapidly respond to the high volumes of Web and interactions generated by today s successful emarketing campaigns: Brightware Web Assistance guides site visitors to the products promoted in your emarketing campaigns and provides the information they need to make an immediate online purchase. Brightware Live Assistance lets you escalate the campaign s hottest leads to a priority channel, using instant interaction to complete sales immediately. Brightware Assistance enables you to respond to the message peaks of a successful Internet campaign without requiring additional staff. emarketing is a volume and productivity venture and Brightware gives you the tools to capitalize on your campaign.

7 Accolades and Awards In a market mainly comprised of point solutions, Brightware offers an integrated product that encompasses a range of functions including routing and tracking, automatic analysis and actioning and dynamic Web self service. No competitive product offers the range of functionality provided by Brightware. Frost and Sullivan Brightware continues to provide leading applications that maximize productivity. To attract and retain customers, ebusinesses must offer optimal customer service and support. Brightware enables companies to address this critical need. IDC No ebusiness looking to provide customer support to a large volume of customers should ignore Brightware. It is very powerful, can grow with a successful business and has integration facilities that can create a 360 customer experience. Patricia Seybold Group 2000 Technology Marketing Corporation CRM Excellence Award 1999 UPSIDE Magazine s Hot Brightware tops IDC s Leadership Grid for Response Software Vendors Call Center Solutions Product of the Year IDC Worldwide Revenue Leader 1998 Frost and Sullivan Market Engineering Leadership Award 1998 Smithsonian Award One of over 50 awards won by Brightware automation technology HEADQUARTERS Brightware, Inc. 350 Ignacio Boulevard Novato, CA Toll Free: Tel: Fax: INTERNATIONAL SUBSIDIARY Brightware Ltd. Fountain Court 2 Victoria Square, Victoria Street St. Albans, Herts AL1 3TF, UK Tel: +44(0) Fax: +44(0) Brightware is a registered trademark of Brightware, Inc. Brightware Concierge, Answer, Converse, Contact Center, Connect, Knowledge Packs, Analytics, Smart Window, and Single-Click Workflow are trademarks of Brightware, Inc, as is 'ecustomer Assistance made simple' and all other Brightware product names. All other company and product names may be trademarks of their respective owners. Copyright 2000, Brightware, Inc CBro05/00 6K

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