Several vendors, including Brightware Inc., Cisco Systems Inc., RightNow Technologies Inc. and eGain Communications Corp., are offering the tools to provide just that. Ariz. Brightware this week will roll out its Brightware 2000 Web customer assistance software suite, which includes the Concierge and Converse components. Concierge includes four modules that perform a variety of customer service tasks, such as dynamically composing Web pages that answer a customer's inquiry when there is no existing page that addresses it.
Converse enables integrated live chat and automated responses for customer service centers.
Brightware, of Novato, Calif., is not alone in this space. The system merges the San Jose, Calif., networking giant's WebLine e-mail response management system with its GeoTel call center business. Separately, RightNow and eGain have each enhanced their Web customer care solutions. RightNow, of Bozeman, Mont., plans to release this week RightNow Web 3.2, which boasts the new Smart Assistant feature to allow users to access a company's knowledge base to create Web pages on the fly based on clickstream data and customer queries. For its part, eGain, of Sunnyvale, Calif., last week unveiled the next generation of its hosted customer contact solution, which features improvements in security, performance, reliability and Web-based management.