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Virtual employees at work 24/7 – novomind and CoreMedia unite their technologies
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Hamburg, 24 July 2003 –
Digital consultants add a lifelike touch to the dialogue with the customer and allow costs to fall at the same time. The requirement, however, are competent virtual contact persons and dependable web services. This is why novomind, specialized in creating virtual agents, and CoreMedia, specialized in process oriented content management, have decided to combine their technological know-how. A very unique kind of customer service is created with the digital consultants that can be freely configured by novomind and the efficient knowledge and content management solutions offered by CoreMedia. The companies are currently working on their first collaborative project, which is in the field of eGovernment.
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With the technological partnership with novomind AG, CoreMedia will expand its scope of supplies and services in the field of high-grade self-service. The integration of virtual consultants, or novomind IQ Agents™, in CoreMedia’s Smart Content Technology allows the consultants’ level of competence to increase quickly and easily. With the CoreMedia Editor, editorial staffs within companies not only can help with questions and answers. The connection with the CoreMedia Smart Content Technology also allows the novomind IQ Agents™ to take over navigation from the end client or to reduce transactions. Personalized conversation elements in natural dialogue and the linear scalability of both systems, even during increasing user volume, contribute to the success of the combined solution. The advantages of using CoreMedia Smart Center Technology and novomind IQ Agents™ can be seen, among other areas, in the call center, where customer inquiries are reduced up to 80% and costs are significantly cut.
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Both companies see the collaborative project as having very high potential. Sören Stamer, chairman of the board and founder of CoreMedia, underlines above all other things the continued development of competence, regarding call centers and self service. "Many companies face the great challenge of having to simultaneously increase the quality of customer service and lower costs. CoreMedia Smart Content Technology solves this dilemma and offers support alongside the integrated knowledge management for the call center with automated speech portals and virtual agents for the self-service portals. With the integration of novomind’s virtual consultants, we are able to perfectly top off our offer."
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"With the integration of CoreMedia and novomind IQ™, it is possible for the first time to synergize the creation of a website with virtual consultants", according to Marco Busacker, novomind’s Chief Marketing Officer. "novomind technology delivers easy to use and conversational navigation along with corporate marketing intelligence information. The return on web investment is maximized with the savings achieved in customer service, which also increases the conversion rate."
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About CoreMedia:
CoreMedia (www.coremedia.com) develops and distributes CoreMedia Smart Content Solutions based on the CoreMedia Smart Content Infrastructure. With the CoreMedia Smart Content Solutions, the company offers practical solutions for companywide content and document management, multi-channel publishing, digital rights management for mobile services as well as the quick and efficient production of several multilingual websites within one environment. The CoreMedia Smart Content Solutions innovatively adds value to existing content and processes, seamless integration in third systems and linear scalability. The minimal time needed for implementing the solutions along with low costs contribute to the services’ economic success that is then translated back into the CoreMEdia Smart Content infrastructure. CoreMedia AG, with headquarters in Hamburg, was founded in 1996. The company employs approximately 120 workers in Germany, England, France and Hungary and is engaged in partnerships with numerous software providers, systems houses and corporate consultants. CoreMedia’s customers include noteworthy companies from the field of telecommunications, media, industry, finance and public service, such as T-Online International, the Deutsche Presse Agentur (dpa), the Heinrich Bauer Verlag, Seat S.A., Continental, BundOnline 2005 and the Hamburger Sparkasse.
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About novomind AG:
novomind AG delivers software that optimizes processes and cut costs in customer communication. Future oriented service, personalized communication and increases in administrative efficiency are at the focus of each solution. Self-service solutions include email management systems, real time communication and automated customer service with virtual consultants (or novomind IQ Agents™). Renowned companies from diverse industries, such as Bertelsmann’s The Club, Otto, Sparkasse Erlangen, BKK Zollern-Alb, Travelocity and T-Systems credit novomind systems with the strengthening of customer loyalty and increases in turnover.
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