Brocade gets some PR for being a customer
netDialog Adds BROCADE to Growing List of Customers Relying on Online Customer Management Solution
Fibre Channel Switch Leader Adopts netDialog to Enrich Service for Value-Added Reseller Initiative
SAN MATEO, Calif., Feb. 11 /PRNewswire/ -- netDialog, Inc., the pioneer of Online Customer Management(TM) software, announced today that Brocade Communications Systems, Inc., (BROCADE(R)), the leading supplier of Fibre Channel Fabric switches for Storage Area Networking (SAN), has joined the growing list of customers to adopt the netDialog software. The netDialog software delivers proactive, personalized customer care. BROCADE plans to use the online customer management solution to enrich its support options for its BROCADE Fabric Integrator partners and users of BROCADE SOLUTIONware.
BROCADE is the leading supplier and pioneer of Fibre Channel Fabric switches, that provide the intelligent backbone for implementing SANs. BROCADE has recently introduced SOLUTIONware, the industry's first packaged "how-to manuals" that facilitate the deployment of Fibre Channel devices in a storage area network and reduce time to market for storage area networks by as much as 33 percent. Brocade expects to use the netDialog software to supplement customer service for its system integrator partners and to expand delivery options for the SOLUTIONware library.
"The key to successfully developing a distribution channel is to provide comprehensive and responsive support," said Greg Reyes, president and CEO, Brocade Communications Systems, Inc. "netDialog software facilitates the three critical areas necessary for our new channel to flourish: a proactive self-service environment, dynamic management of service information, and the distribution of advisor privileges to third parties that can share information in a truly distributed fashion."
"The netDialog software allows companies to extend premier support to their partner channels very cost-effectively. BROCADE SOLUTIONware is a perfect product to use because it can enrich BROCADE's support environment and information flow to their partners and customers," said Joe Fantuzzi, president and CEO of netDialog, Inc. "I am thrilled with the rapid customer adoption of the netDialog software and welcome BROCADE to the netDialog family."
THE NETDIALOG SOFTWARE
By combining Web self-service with a vehicle for live and deferred collaboration, netDialog transforms the Web into an active resource for delivering customer service. The netDialog software offers three modes of service including self-service, deferred service, and a live agent. Customers may choose to self-serve by activating netDialog and allowing the software to evaluate the question in the context of the customer's activity on the Web site. If authorized, the netDialog software also allows customers to choose interaction with an agent in either a deferred or real-time capacity. Real-time interaction can include text chat or telephone support.
Based on a patent-pending process called, Context-Based Interaction Processing(TM), the netDialog iCare Solution retains customer movement on the Web site. Context-Based Interaction Processing significantly reduces the time it takes to associate answers with questions, whether in self-service or live advisory modes. When customers request live assistance, the advisor may review the Web session, suggest possible solutions, and guide or actually control users through the suggested pages and dynamically post notes on the Web page for users.
Additionally, with an interface to other call-tracking solutions, netDialog can automatically open, track, close or defer cases on the call-tracking system. Because both the customer and advisor applications are browser-based, netDialog does not require time-consuming client installation but is simply downloaded on the fly as a user enters a netDialog-enabled Web site. Collaboration between client and advisor is initiated by simply clicking the netDialog button that follows the user as they traverse the site. By "netDialoging," companies can turn a static Web site into a dynamic and flexible centralized knowledge base of information.
NETDIALOG, INC.
Founded in May of 1997, netDialog is pioneering Online Customer Management Software (iCare System) that leverages the Internet as a two-way communications medium to improve customer satisfaction, increase customer retention and reduce operational and IT deployment costs. netDialog's end-to-end packaged software is targeted at the I-commerce customer service market, predicted by Forrester Research to exceed $658 million by 2002.
netDialog is based in San Mateo, California and is funded by BankAmerica Ventures and Bay Partners. netDialog counts industry notables as its advisors, including Andreas Paepcke, Ph.D., Sr. Director of the Stanford University Digital Library Project; Promod Haque, general partner, Norwest Venture Capital; Steve Bourne, software director of Cisco; and Norm Pensky, vice president of sales for Internet startup Intraware and former sales executive at Macromedia and Oracle.
For more information, contact netDialog at 411 Borel Avenue, Suite 440, San Mateo CA, 94402. The telephone number is 650-372-1200. The fax number is 650-372-1201. Send e-mail to info@netdialog.com or visit the company Web site at netdialog.com.
NOTE: netDialog, Context Based Interaction Processing, and Online Customer Management are trademarks of netDialog, Inc. All other company and product names mentioned are the trademarks or registered trademarks of their respective companies.
SOURCE netDialog, Inc.
/CONTACT: Donna Clinard-Wiss of Trainer Public Relations, 303-751-6011 or
donna@trainerpr.com, for netDialog/
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