Event Summary
CARLSBAD, Calif.--(BUSINESS WIRE)--IslandData, a leading provider of automated response technology for the online customer service market, announced that it has signed Adobe Systems Inc. (Nasdaq: ADBE - news), the fourth largest desktop software company in the world, as a customer of IslandData's ExpressResponse, a commercial service that automates the process of quickly reading and responding to end user e-mail and web support requests.
Market Impact
Adobe is a well-known software manufacturer who produces common desktop utilities and applications such as Adobe Acrobat, Adobe Illustrator, Page Maker Plus and Adobe PhotoShop. Adobe's support site receives approximately 1.3 million client inquiries per month and has been in need of an automated response system to decrease escalating support costs. To alleviate the burden of manual responses to end users needs and concerns, Adobe has selected IslandData's e-mail automated response system.
IslandData's response system has met Adobe's needs through automated response systems, which takes less than 10 seconds to address a user's inquiry in addition to a dramatic decrease in cost. However, if a question requires support beyond the automated response system it is forwarded directly to the web support personnel. The system has reduced the web support team's manual responses by over 50% and has improved advanced support turn around time to less than 24 hours, where in the past it would take up to 14 days.
Cisco introduced a similar e-mail consumer management system called the Cisco eMail Manager. The Cisco product has a leg up on IslandData due to name recognition and corporate viability. However, Cisco's product is not inexpensive at $1500 (USD) per seat, which should give IslandData some breathing space to grow.
The e-mail response market is growing rapidly to accommodate the response needs of both online shoppers and individuals seeking a quick resolution to their question. The following chart indicates the growth of e-mail impacting the Internet on a yearly basis. The net result is that demand for automated client-communication technology is strong and growing. (Chart Source: IDC
source
http://www.technologyevaluation.com/research/articles/analysis-of-adobe-s-integration-of-islanddata-s-automated-e-mail-15628/
CARLSBAD, Calif.--(BUSINESS WIRE)--IslandData, a leading provider of automated response technology for the online customer service market, announced that it has signed Adobe Systems Inc. (Nasdaq: ADBE - news), the fourth largest desktop software company in the world, as a customer of IslandData's ExpressResponse, a commercial service that automates the process of quickly reading and responding to end user e-mail and web support requests.
Market Impact
Adobe is a well-known software manufacturer who produces common desktop utilities and applications such as Adobe Acrobat, Adobe Illustrator, Page Maker Plus and Adobe PhotoShop. Adobe's support site receives approximately 1.3 million client inquiries per month and has been in need of an automated response system to decrease escalating support costs. To alleviate the burden of manual responses to end users needs and concerns, Adobe has selected IslandData's e-mail automated response system.
IslandData's response system has met Adobe's needs through automated response systems, which takes less than 10 seconds to address a user's inquiry in addition to a dramatic decrease in cost. However, if a question requires support beyond the automated response system it is forwarded directly to the web support personnel. The system has reduced the web support team's manual responses by over 50% and has improved advanced support turn around time to less than 24 hours, where in the past it would take up to 14 days.
Cisco introduced a similar e-mail consumer management system called the Cisco eMail Manager. The Cisco product has a leg up on IslandData due to name recognition and corporate viability. However, Cisco's product is not inexpensive at $1500 (USD) per seat, which should give IslandData some breathing space to grow.
The e-mail response market is growing rapidly to accommodate the response needs of both online shoppers and individuals seeking a quick resolution to their question. The following chart indicates the growth of e-mail impacting the Internet on a yearly basis. The net result is that demand for automated client-communication technology is strong and growing. (Chart Source: IDC
source
http://www.technologyevaluation.com/research/articles/analysis-of-adobe-s-integration-of-islanddata-s-automated-e-mail-15628/
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