Brightware Selected by DialAmerica For Superior Email Assistance

Business Wire, August 15, 2000

Business Editors/High Tech Writers

NOVATO, Calif.--(BUSINESS WIRE)--Aug. 15, 2000

Premier Teleservices Firm Implements Brightware to Provide eCustomer

Assistance to its Growing Customer Contact Services Division

Brightware, Inc., the leading supplier of eCustomer Assistance software for the Internet, today announced that DialAmerica Marketing, Inc., the nation's largest privately-held teleservices firm, has selected Brightware's recently announced Email Assistance 4.0 application to provide enterprise-class customer service and support for its growing Customer Contact Services Division. DialAmerica will use Brightware Email Assistance 4.0 - part of the industry-leading Brightware 2000 suite of eCustomer Assistance products - to ramp up its web-based service offering for clients. With Brightware, DialAmerica expects to realize significant increases in agent productivity, resulting in both significant cost savings and improved eCustomer satisfaction.

"Customers are increasingly utilizing email as a means of contacting customer service representatives, and their expectations of these interactions have heightened. Consumers now demand the ability to contact a company by email, with the guarantee of receiving an immediate and accurate answer," said Bill Conway Jr., executive vice president of DialAmerica. "Brightware's Email Assistance application will help us respond to that demand and differentiate ourselves from other teleservices firms that rely solely on servicing customers over the phone. Brightware will enable us to provide superior eCustomer Assistance through this important touchpoint."

DialAmerica provides outsourced teleservices for its extensive list of clients in the consumer products & services, magazine publishers, financial services, book publishing, entertainment, software and telecommunications industries. Currently servicing clients through a sophisticated call center model, DialAmerica also recognizes the need for web-based solutions to enhance their existing offerings, thereby giving consumers a choice of how to contact customer service representatives. DialAmerica's objective is to provide high-quality service while handling customer requests for its clients through a variety of methods, including phone, web and chat. In doing so, DialAmerica allows its clients to concentrate on their specific core competencies while relying on DialAmerica to focus on interactions with customers. DialAmerica is beginning to receive a significant number of inbound email inquiries from its clients' end customers, ranging from specific product information to product usage questions to sales-oriented requests, and they expect the volume to continue to grow rapidly.

After reviewing numerous vendors, DialAmerica selected Brightware for its complete suite of products and advanced integration capabilities. Another selling point was Brightware's intelligent automation technology which instantly comprehends incoming email inquiries, and then selects the best response for agents to review, click and send. Thanks to this Single Click Workflow(tm), teleservice agents are able to ensure rapid and consistent responses to eCustomers across the many organizations that each agent supports.

As a result of implementing Brightware Email Assistance 4.0, DialAmerica expects significant increases in agent productivity and more satisfied customers, as agents will now be able to respond to routine inquiries more quickly, thus freeing time to respond personally to more complex questions. DialAmerica hopes to rapidly expand their web-based offerings, and looks to the Brightware 2000 suite to provide the integrated, end-to-end eCustomer assistance capabilities they expect to need in the future.

"We are proud to be the only solution available today to meet the needs of service organizations like DialAmerica that require a comprehensive email application to deliver unparalleled eCustomer Assistance in support of the large, complex companies they serve," said Chris Erickson, CEO of Brightware. "By deploying Brightware, DialAmerica will not only provide their customers with exceptional service, but they will now have the ability to rapidly and cost-effectively scale to support their clients' growing email volume. DialAmerica's selection of Brightware is further validation of the superiority of Brightware's Email Assistance 4.0 software."

About DialAmerica Marketing, Inc.

DialAmerica Marketing Inc, is the nation's largest privately held teleservices firm. Established in 1957, DialAmerica provides the highest quality teleservices to their clients for both Business to Business and Consumer programs. DialAmerica takes pride in delivering value-added services to clients across various industries including, Consumer Products, Magazine Publishers, Financial Services, Insurance, Telecommunications, e-Commerce, Direct Marketers, Pharmaceutical, Nutritional Supplements, Membership Services, Energy/Utilities, Publishing and more. Collectively, DialAmerica employees place and receive more than 250 million phone calls annually through approximately 6,000 workstations. On average, the company employs more than 10,000 teleservice representatives. For more information, please visit DialAmerica's Web site at http://www.dialamerica.com or call Frank Fuhrman at (800) 531-3131.