ROI Direct Announces Version 3.1 Of CustomResponse
2000-10-23

ROI Direct, a leading provider of e-commerce, e-marketing and e-care solutions, announced Monday the release of version 3.1 of its inbound email management application called CustomResponse. Foremost among the new features are enhanced reporting functions and advanced routing capabilities.

"Quarterly upgrades are rare in the software industry, partly because most businesses wouldn't want to purchase and implement new software that frequently," said Butch Winters, CEO of ROI Direct. "By offering our applications in a hosted environment, we're able to release enhancements much more frequently than traditional software companies. With version 3.1 of CustomResponse, we've once again been able to deliver significant value to our clients. I think this CustomResponse upgrade is one example of how delivering software via the hosted model not only makes technology available at a lower cost and with less hassle than traditional licensing, but also drives innovation."

The CustomResponse application's new System Response Metrics Report allows managers to view a detailed account of the system response times as well as the total number of inquiries brought to resolution for a specified time period. This data is essential for measuring efficiency, monitoring timeliness of inquiry resolution, and determining periods of high and low productivity.

The enhanced email routing capabilities give CustomResponse clients the ability to write rules that prevent the system from generating auto replies under certain circumstances. For example, an administrator might write a rule that tells CustomResponse not to send an auto acknowledgement if an inquiry contains phrases in the subject of a customer's message. Such rules are especially valuable in preventing "bounce loops," a situation that can occur when an "Out of Office" auto reply initiates an un-ending cycle of apparent inquiries and auto-replies.

Also included in the upgrade are tools to increase the ease of navigating through a message board that contains a large volume of messages as well as tools to decrease the overall inquiry turnaround time for CSRs. Because CustomResponse is a hosted solution accessed through a standard Web-browser, users will be able to take advantage of the enhanced functionality of Version 3.1 immediately upon release.

CustomResponse v3.1 is currently available, and is accessed and administered via any computer with a standard Web browser. The application enables a business to easily route and respond to email and Web-based inquiries. The system automatically generates responses and also intelligently presents CSRs with response suggestions to aid in formulating responses. Businesses can also easily change and add content in the system through a browser-based administrative interface. CustomResponse increases the speed and accuracy of responses to increase customer satisfaction and retention. ROI Direct configures and hosts the application on behalf of its clients for a monthly fee.