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2000.04.19
NTT COMMUNICATIONWARE CORPORATION contracted as sales agent for eGain Mail, e-mail processing software for customer support
Popular software used by leading e-business enterprises in the U.S.A.
NTT COMMUNICATIONWARE CORPORATION (Head Office: Minato-ku, Tokyo, President: Taneaki Mihara) has concluded a contract with eGain Communications Corporation (eGain, Sunnyvale, California), the industry-leading developer of software for Internet call centers, and will serve as a sales agent for eGain Mail.
As the use of the Internet increases in Japan, e-mail is becoming an important channel for CRM ( *1 ), including product inquiries, consultation, and complaints. The volume or content of e-mail received may overtax the front-line staff in charge of responding, and some messages which cannot be quickly handled may be forwarded to higher level managers, account management, or technical experts, resulting in lost time and inconsistent results. Consequently, there is an urgent need for a highly developed customer service system to improve the level of customer satisfaction through more efficient tools for routing, tracking, and analysis.
eGain Mail is a highly productive, effective, and cost-efficient solution offering fast, appropriate correspondence support for Web-based communication through: (1) automatic confirmation of e-mail received, (2) automatic distribution to the appropriate person in charge, (3) reply message support for inquiries, (4) response status monitoring, (5) generation of status reports.
Previously, NTT COMMUNICATIONWARE CORPORATION provided CRM support package software, a data mining service for analyzing large volumes of customer information gathered at the call center; now, under the new contract, NTT COMMUNICATIONWARE CORPORATION will provide a comprehensive lineup of higher-quality services.
In the U.S., where e-mail and Web-based online-shops are prevalent, eGain has provided a family of software packages for handling large volumes of online inquiries, customer orders and feedback. The key product, eGain, has firmly established creditability through its use by many industry-leading enterprises.
eGain Mail Features
(1)
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Automatic Reply Service
Automatic "Thank you" messages-Confirmation messages are generated upon receipt of customer e-mail.
Suggested content for reply messages-The person in charge of customer queries is provided with samples of suggested reply messages, dramatically reducing response time.
Automatic Replies to routine issues, such as forgotten passwords, are generated from the knowledgebase.
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(2)
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Message distribution
Incoming messages are automatically routed to the appropriate staff and work groups according to message content.
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(3)
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Consistent reply messaging
The history of replies and product information is archived in the knowledgebase, facilitating faster, higher-quality responses.
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(4)
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Real-time Monitoring
Real-time Web-based monitoring allows administrators to track the reply processes; it also supports the administrator and easily controls all call center operations.
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(5)
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Statistical Reports
- Performance Reports
Reports are generated on the number of messages processed and response time categorized by the people in charge or the work groups.
- Category-based Reports
Reports on the inquiry analysis, including the nature of the inquiry, are generated and categorized by replies.
* These two reports can automatically be distributed to specified addresses at predetermined schedules.
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Product Versions
(1)
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License Version
Offers support across business operation analysis, implementation and maintenance according to specific customer systems and the needs of business operations.
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(2)
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ASP Model
Applications on servers located at NTT COMMUNICATIONWARE CORPORATION can be accessed 24 hours a day via the Internet.
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Planned Product Development
The full lineup of planned and commercially available eGain products will encompass comprehensive, integrated online communications between customers and business operations. The planned eGain Live will enhance online support services through Web-sharing data and chat boards, while the eGain Campaign will provide a marketing solution using e-mail processing.
Other Information
NTT COMMUNICATIONWARE CORPORATION will present an exhibit on eGain Mail and other products at the NTT East/NTT Group booth at the Computer Telephony World Expo/Tokyo 2000 to be held at the Tokyo Big Site, April 19 through 21, with related seminars at the ASP World Conference and Expo.
Glossaries
* CRM (customer relationship management)
The latest IT approach to efficient, optimal customer support and enhanced marketing based on collecting customer support information.
For more information, please contact:
Nakanishi, or Aoki
Network Computing Sector
NTT COMMUNICATIONWARE CORPORATION
TEL: 03-5769-7233
FAX: 03-5769-7224
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