So, the new party line is that v3.0 is the killer app that will bring in customers and revenues?
Don't get too smug hot shot, eventually you have to eat these words, try to keep them in check....
Anybody catch this message? Something is happening here guys, don't go to sleep...
Firstwave Announces Netgain Customer Interaction CenterLatest Component of Netgain Enterprise Links Call Center to the Internet
ATLANTA, June 15 /PRNewswire/ -- Firstwave Technologies, Inc. (Nasdaq: FSTW) today announced Netgain(TM) Customer Interaction Center (CIC), a web-based customer contact system for the call center. Netgain CIC is the newest addition to Netgain Enterprise, a suite of Internet-based Customer Relationship Management (CRM) applications that help companies leverage the power of the Internet to understand and meet the needs of customers and prospects. Netgain Enterprise enables everyone in the enterprise to have a comprehensive view of the customer, regardless of whether interactions occurs via a direct sales engagement, over the web, or now with CIC, via a call center.
A pre-release version of Netgain CIC was unveiled today at Telebusiness 99, a premier call center show, in London, England. A beta version will be ready in mid-August 1999 with a final release slated for September 1999.
"Netgain CIC is an integral part of the Netgain Enterprise suite," said Richard Brock, President & CEO of Firstwave. "This product is evidence of Firstwave's commitment to offer marketing, support and e-commerce within Netgain Enterprise and to give companies and their extended enterprise a complete CRM solution."
Netgain CIC integrates with a company's existing call center telecommunications and web infrastructure. Agents in the CIC are more fully utilized as their "call" queues may consist of both telephone calls and emails or other web-based interactions.
Customer self-service is a capability of Netgain CIC. Using the same browser-based interface that call center agents use, a customer will be able to make on-line inquiries as well as conduct e-commerce transactions, automatically creating a new sales channel and therefore lowering the cost of sales.
Firstwave has partnered with Brightware, the worldwide leader in e-mail relationship management and customer sales/service automation software for the Internet. This partnership allows Firstwave to complement Netgain CIC with Brightware Answer Agent and Brightware Contact Center to manage inbound e-mail; and Brightware Advice Agent to provide sales/service assistance on a web site. The combination of Netgain CIC and Brightware's offerings allows Firstwave to provide a complete application for managing customer interactions through multiple channels including telephone, e-mail and web self-service.
"By bringing new media such as e-mail and web access to the call center, a customer's access points into an organization suddenly expand," says Brock. "Companies who do not use new customer contact channels will lose market share to rivals who do. Netgain CIC is designed to help our customers stay competitive."
Netgain CIC is based on the Netgain architecture, eFramework(TM). Because the application and database are maintained at a central web server, no installation is required at the desktop. Enhancements are made only at the server and are accessible through a user's browser.
About Firstwave
Firstwave Technologies, Inc., based in Atlanta, Georgia, is a leading provider of web-based customer relationship management systems. Netgain(TM) Enterprise is a revolutionary suite of Internet products created to improve the way companies generate revenues and manage relationships. The Netgain suite runs on industry standard Internet and Microsoft technologies. Netgain Sales, the first application of this suite, uses the Internet to empower sales teams within enterprises and across distributed channels. Firstwave's experience in customer relationship management systems has been developed working with over 20,000 installed users at 200 companies in more than 20 countries. A tour of Netgain is available on the Web site (www.firstwave.net ).
SOURCE Firstwave Technologies, Inc. |
