judith meskill - soc.media.rocks

edocs Acquires Brightware eService Business from Firepond, Inc.
NATICK, Mass.--(BUSINESS WIRE)--June 1, 2004--edocs, Inc. (http://www.edocs.com/), a provider of customer self-service and e-billing software solutions, today announced that it has acquired the Brightware business unit of Firepond, Inc. Brightware is recognized as a pioneer in delivering eService software solutions for inbound e-mail response management, knowledge management and chat. The acquisition complements edocs' existing e-billing, web self-service and assisted care offerings, enabling companies to provide the most effective and efficient customer care regardless of which channel their customers choose for service.
 
...edocs is acquiring the following products with the Brightware suite:
 
-- "Answer" for e-mail Response Management - an automated response management system that determines the intent of incoming e-mail messages and composes personalized answers that can be automatically dispatched to customers or routed to service agents for a single click review.
 
-- "Converse" for Real-Time Chat Management - a real-time assistant that provides immediate interactions between customers and contact center agents.
 
-- "Concierge" for Knowledge Management - an intelligent knowledge management solution that leverages the Brightware knowledgebase to automatically direct inbound customer requests to the most appropriate information or resource.