Giving Top-Name Retailers New Personal, Self-Service Channel for Sales and Customer Care
NATICK, Mass. and BOCA RATON, Fla. - October 30, 2001 - CommercialWare, Inc., a leading provider of retail commerce infrastructure software, and NetByTel, the leader in voice commerce technology that transforms the telephone into a powerful e-commerce and customer support tool via speech recognition, today announced a partnership whereby CommercialWare will be reselling NetByTel`s entire suite of voice commerce products and hosting services to its existing and future customer base. The partnership will extend CommercialWare`s multi-channel retail strategy, offering its customers a complete self-service solution that allows consumers to purchase products and get customer support any way they like - regardless of the time of day, through Web or telephone.
"We are enthusiastic about partnering with CommercialWare because together we can offer retailers an incredibly fast, easy and cost-effective way to round out their sales channel strategy by offering powerful self-service sales and customer support capability," said Paul Robinson, president and co-founder of NetByTel. "Retailers can now voice-enable their commerce solutions with dramatically lower costs and shorter deployment cycles to be up and running, providing customer service and taking orders, in about 30 days. That`s unprecedented in the industry."
"We understand the importance of a multi-channel self-service strategy for our retailers, and we`re committed to offering a complete solution that opens up the door for sales regardless of the mode of communication, " said Donny Askin, CEO and founder of CommercialWare. "NetByTel`s voice commerce services complete that strategy perfectly by allowing our retailers to better cater to their consumers` own preferences for ordering and support. This partnership is important for our strategy to fitting seamlessly into the retail enterprise, allowing customers to manage every stage of the transaction from attraction through fulfillment and analysis."
CommercialWare has worked with NetBytel to develop an interface that compliments NetByTel`s voice commerce system allowing new and existing retail customers to easily and quickly deploy voice commerce applications with minimal back-end integration or additional resource requirements from the retailer`s IT department.
Retailers today use NetByTel`s Voice Commerce products for fielding millions of self-service product ordering and customer service calls, conducting survey research, fulfilling catalog requests and providing information to customers such as store locations and order status. NetByTel`s hosting services with nominal set-up costs and pay-as-you-go pricing have lowered the bar for entry into speech recognition-based phone self-service. NetByTel`s currently deployed customers estimate that the company`s voice commerce modules can reduce per-call costs 87 percent by freeing up call center agents for more valuable tasks. Other retail strategies use voice commerce as a buffer for seasonal and holiday consumer spikes.
About CommercialWare
CommercialWare is the world`s leading provider of commerce infrastructure software for multi-channel retailers. CommercialWare`s products, retail.dot.commerceTM and collaborate.dot.commerceTM, enable retailers to interact and transact with, and service their customers across multiple channels, ensuring high levels of customer satisfaction and loyalty. The products seamlessly link all aspects of the transaction lifecycle - from customer-facing activities like marketing, order entry, and customer service, to operational activities like order management, fulfillment, reverse logistics, and supply chain collaboration. CommercialWare powers retail commerce for more than 80 leading retail brands, including Saks Fifth Avenue, Starbucks, Brooks Brothers, J. Jill, Ritz Camera, JoS A. Bank, and Patagonia. For more information, visit CommercialWare at http://www.commercialware.com/.
About NetByTel
NetByTel® makes the World Wide Web wider than ever with voice commerce solutions that connect online e-commerce systems and telephones using speech recognition as the interface. The NetByTel Voice Commerce PlatformTM gives multi-channel organizations the ability to offer quality phone self-service to millions of customers and employees who use their voice to conduct Web-based transactions, such as product ordering and customer service inquires, freeing up personnel and lowering inbound customer call costs by as much as 87 percent. NetByTel`s plug-and-play Voice Commerce products and hosting services take advantage of current e-commerce infrastructure, making implementation fast, easy and cost-effective. NetByTel`s solutions have won several awards including the 2001 Call Center and CRM Solutions Best Speech Product, PC Magazine`s 2001 Innovation in Infrastructure as well as Frost and Sullivan`s 2001 Business Development Strategy Award for Voice Commerce. NetByTel partners with world-class organizations such as SpeechWorks (Nasdaq: SPWX) and Intel. For more information about NetByTel, visit the company`s web site at www.netbytel.com.
Media Contact Information
For more information about CommercialWare, members of the media and analyst community can contact the following individuals:
MEDIA CONTACTS:
Lois Paul & Partners
150 Presidential Way
Woburn, MA 01801-1179
Main Phone: 781-782-5700
Fax: 781-782-5999
Rosalind Morville
(781) 238-5862
rosalind_morville@lpp.com
Kerry Kleedorfer
CommercialWare, Inc.
(508) 652-9313
KKleedorfer@commercialware.com
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