Forte introduces Adante 1.0 server software for managing Internet-based costumer service and communications

Business Wire, June 24, 1997

CARLSBAD, Calif.--(BUSINESS WIRE)--June 24, 1997--

New low-cost customer service solution allows companies to

improve level of service offered to customers on the Internet

Forte Tuesday announced the availability of Adante 1.0, the only low-cost customer service solution for companies managing customer correspondence over the Internet.

The new Adante 1.0 server software allows groups of people within an organization to efficiently manage large volumes of e-mail and ongoing customer relationships via the Internet without the problems of duplication, inconsistency or unanswered messages. Forte, known for its top-rated Agent News & Mail Reader software, expects that Adante will meet the needs of companies worldwide that are migrating new customer service functions to the Internet.

The company's experience in managing the support, marketing and sales operations for its Agent product line via the Internet contributed significantly to the design and development of Adante 1.0.

"In the past, companies offering telephone-based services used 800 numbers to provide better customer service. As the call volume continued to increase, these companies identified a need for automatic call distribution (ACD) software to allow groups of people to efficiently handle the large volume of calls.

"As more and more companies are conducting business over the Internet, a similar set of problems is being identified by companies attempting to use existing e-mail systems to manage Internet-based customer service functions. Adante is the answer for these businesses," said Charles Dazler Knuff, president of Forte.

"Adante is designed specifically to handle the unique problems chat arise for companies managing customer relationships via the Internet," Knuff continued. "While these companies can continue to use their existing e-mail systems for personal and interoffice messaging, Adante will provide them with a more robust solution to increase staff productivity and improve the level of service offered to customers."

The Adante 1.0 server utilizes a Windows 95 or Windows NT platform and a standard Web browser client. Key features of Adante 1.0 include:

--Message Preprocessing for incoming e-mail and Web-based forms

determines what action should be taken for each incoming

message. Based on user-defined routing rules, Adante can send

an automated response or route the message to the most

appropriate individual or group at the company for a personal

response.

--Automated Responses reduce the number of messages requiring a

personal response. A special preview feature allows users to

test the routing rules and ensure that only the messages for

which the standard response is intended will receive an

automated message.

--Message Queues act as a repository for messages sent to a

single "inbox" (e.g., support@forteinc.com). The queue allows

a group of people to work together to manage these messages

and prevents problems such as duplication of work and

unanswered messages.

--Customer History and Profiling allow the company to keep track

of specific customer information that can be used to target

customer segments for new and repeat business. A complete

history of communications between each customer and all

members of the organization makes it easy to refer back to

prior correspondence when responding to new messages.

--Centralized Standard Response Library allows users to create a

centralized pool of responses to commonly asked questions that

can easily be inserted into e-mail replies to customers. Once

created, a standard reply can be used by any Adante user to

increase efficiency and ensure that every customer receives a

consistent and accurate message.

--Built-in Reports allow companies to track e-mail volumes and

staff performance and adjust resource allocation if necessary.

ODBC compliance means that users can create additional custom

reports using third-party report generators.

--Handling of Unique Nuances such as returned-mail management

and the ability to merge records for customers using multiple

e-mail addresses results in improved levels of service to

Internet customers.

--Simple Installation and Configuration allow the administrator

to easily add users, define routing rules and set up message

queues to improve productivity and response times immediately.

--Web Browser Client provides an intuitive, easy-to-use

interface and allows users to access the server from Windows,

Macintosh or Unix platforms. The Web browser client also

means that users can access the server and respond to messages

from anywhere on the Internet.

Adante 1.0 helps organizations to save time and money by increasing staff productivity, reducing response times to customers and ensuring that a consistent message is presented to each customer.

Pricing for Adante 1.0 begins at $1,945 for a 10-user license. Cost per seat is approximately $100 at the 25-user level and less than $50 for a 200-user license. Forte will offer Adante for distribution to Internet service providers (ISPs), corporate resellers and consultants offering Internet solutions to corporate customers. Sales information is available from Forte at 760/431-6480 or adante-sales@forteinc.com .