MSTG News...
(BSNS WIRE) Mustang.com Introduces the Next Generation of E-mail Customer S
Mustang.com Introduces the Next Generation of E-mail Customer Service
Business Editors & High-Tech Writers
BAKERSFIELD, Calif.--(BUSINESS WIRE)--April 10, 2000--
New Version 3.1 Release Adds More Than 100 New Features and
Enhancements to the Award-winning Mustang Message Center Platform
Mustang.com, Inc. (Nasdaq:MSTG), the provider of Trusted eService
Solutions(tm), today launched Mustang Message Center(tm) version 3.1
-- the award-winning eService solution that provides e-mail management
and web-based self-help in mission-critical, high-volume customer
service operations worldwide. Version 3.1 includes more than 100 new
features and enhancements, including web-based remote administration,
system-wide performance enhancements, more than a dozen new historical
reports, definable business hours, the ability to "push" new messages
to agents, and much more.
"Mustang.com continues to develop new innovations for our Mustang
Message Center eService platform," stated Jim Harrer, Mustang.com
President and Chief Executive Officer. "With the version 3.1 release,
we concentrated on adding features and enhancements suggested by the
real-world experts in e-mail customer service, our customers. Our
customers have used Mustang Message Center to process millions of
customer interactions worldwide."
"Mustang Message Center is an essential tool for providing e-mail
customer service. With version 3.1, the best just got better," said
Cathy Acker, LAN Administrator, Victoria's Secret Catalog. "It is a
pleasure to work with a customer-focused vendor like Mustang.com. The
improved reporting provides valuable data that helps us improve our
processes and ensure that we always meet or exceed our customer
service level goals."
More than 100 New Features and Enhancements
The new features and enhancements in Mustang Message Center v3.1
focus primarily on usability and administrative upgrades suggested by
Mustang.com's Customer Advisory Board and other key customers.
Web-based Remote Administration
In addition to the Mustang Manager snap-in for the Microsoft
Management Console, administrators can now access all Mustang Message
Center configuration and administration options through their
Microsoft Internet Explorer (v5.0 or later) or Netscape Navigator
(v4.7 or later) browsers. This option requires a Microsoft IIS 4.0 or
newer web server.
System-wide Performance Enhancements
The entire Mustang Message Center platform has been optimized to
provide improved performance under high volume operating conditions.
In particular, the Mustang Monitor real-time monitoring client now
updates information at least twice as fast as previous versions.
New Historical Reporting Options
The Mustang Reports client includes 14 new standard reports,
including Pool Traffic Trends and Mail Account Traffic Trends that
measure week-to-week or month-to-month activity levels, Response Audit
Report that randomly selects and displays 20 messages that were
responded to during the selected time period, Detailed Agent Activity
Report that reports the times each agent logged in or out of the
server, Service Level -- Pipkins and Service Level -- Blue Pumpkin
reports that export data to the Pipkins and Blue Pumpkin workforce
management platforms, Detailed Pool Turnaround Time report that breaks
down the overall turnaround time for messages by pool, and several
more.
"Empowering customer service managers with easy to use monitoring
and reporting tools is just as important as equipping customer service
representatives with effective tools for responding effectively to
incoming messages. This is evident in the customer-driven update from
Mustang.com," said Mark Levitt, research director, Collaborative
Computing (www.idc.com).
Definable Business Hours
Mustang Message Center now supports customer-defined business
hours for organizations that do not run a 24/7 operation. This ensures
that response time and historical statistics are no longer skewed by
the time messages spend waiting for a response after normal business
hours.
Option to "Push" New Messages to Agents
Traditionally, Mustang Message Center agents "pull" the next
available message from the system by clicking on the "Get Next" button
in the agent console. Starting with v3.1, administrators can
optionally configure the server to "push" the next available message
out to the agent as soon as they resolve or respond to a message. This
is similar to the standard call center practice of pushing new
telephone contacts to agents as soon as they are available to handle a
new call.
The Mustang Message Center v3.1 release is available immediately.
Existing customers with a current support and maintenance contract
will automatically receive the update free of charge.
About Mustang.com and Mustang Message Center
On February 28, 2000 Mustang.com announced that the company has
entered into an agreement to be acquired by Quintus Corporation
(Nasdaq:QNTS), a leading provider of comprehensive e-customer
relationship management solutions (eCRM). Additional information can
be obtained on the World Wide Web at mustang.com or
quintus.com or by calling Mustang.com at (661) 873-2575.
Mustang.com enables loyal, high quality customer relationships
through the design, development and support of Internet and e-mail
based customer management software applications. Mustang Message
Center is an award-winning eService solution that improves e-mail
management in mission-critical, high-volume customer service
operations. Hundreds of companies worldwide, including 3Com
(Nasdaq:COMS), GTE (NYSE:GTE), Lucent Technologies (NYSE:LU),
ShopNow.com (Nasdaq:SPNW), The U.S. Mint, E-Stamp (Nasdaq:ESTM),
Iomega (NYSE:IOM), Activision (Nasdaq:ATVI), Value America
(Nasdaq:VUSA), Time Warner New Media (NYSE:TWX) and Victoria's Secret
(NYSE:IBI), actively utilize the Mustang Message Center for 24x7,
mission-critical customer service, supporting hundreds of thousands of
transactions every day. Corporate headquarters are located at 6200
Lake Ming Road, Bakersfield, CA 93306; with offices in Chicago, IL;
Ft. Lauderdale, FL; Los Angeles, CA; New York, NY; Phoenix, AZ;
Seattle, WA; Austin, TX; and Washington, D.C. Inquiries can be
addressed via voice, 661-873-2500; fax, 661-873-2499; or e-mail,
info@mustang.com. Additional information is available from Mustang.com
on the Web at mustang.com.
--30--AJE/la* MW/la
CONTACT: Mustang.com, Inc.
Dan Cooper, 661/873-2500
dan.cooper@mustang.com
KEYWORD: CALIFORNIA ILLINOIS NEW YORK ARIZONA TEXAS WASHINGTON
FLORIDA DISTRICT OF COLUMBIA
INDUSTRY KEYWORD: INTERNET SOFTWARE
Today's News On The Net - Business Wire's full file on the Internet
with Hyperlinks to your home page.
URL: businesswire.com
*** end of story *** |
