BURLINGTON, Mass., July 5, 2002 — Boston Digital LLC and SoundBite Communications Inc. jointly announced recently that they have developed a Digital Call Centerâ„- to serve the energy utility industry.
The Digital Call Center combines the proprietary interactive voice messaging technology of SoundBite with the patent-pending customer relationship management software of Boston Digital LLC. The companies will jointly market and sell this offering that enables a new way for energy utilities to provide cost-effective customer care and marketing solutions.
Leveraging SoundBite’s outbound voice communications technology, the Digital Call Center allows energy utilities to instantaneously contact large numbers of customers with real-voice communications and allows these customers to interactively respond in real-time.
The information from these customers can then be captured, sorted and analyzed. Example uses for the Digital Call Center include: notifying interruptible electric and gas customers about service curtailments; providing real-time updates to customers during service outages; providing customers with automatic maintenance reminders for their appliances; conducting customer market surveys about deregulation; and supporting direct marketing campaigns.
The Digital Call Center provides energy utilities with the ability to significantly reduce customer service costs, improve customer service, increase flexibility and add significant scalability to their operations.
“This partnership addresses the very specific customer relationship management challenges of the $300 billion energy utility industry,” said John McDonough, CEO of SoundBite Communications Inc. “With Boston Digital’s software and experience in the utilities industry, combined with breakthrough voice communication solutions from SoundBite, we’ve created a solution that will result in dramatic improvements in customer loyalty and satisfaction.”
“Having managed energy utilities through the process of deregulation, I’ve learned first hand the importance of managing customer costs and service. Boston Digital sees SoundBite as the leader in interactive voice messaging, and working together, we believe we have created a unique service offering that addresses the need for companies in the deregulating energy industry to reduce costs, improve customer service and increase sales,” said Joel L. Singer, chairman of Boston Digital LLC.
“The Digital Call Center can be managed remotely via a secured Internet connection by the utility company itself and can act as an extension of the utility’s live-person call center and customer information systems.”
The Digital Call Center is now on line and a demo is available at www.boston-digital.com.
According to Paul McGolpin, a vice president with Sapient, a leading business and technology consultancy, “We consider the development of this `digital call center’ a breakthrough technology strategy for the energy utility industry. By outsourcing portions of their core management processes, utility companies can shorten the time it takes to see a return on their investment.”
About Boston Digital LLC
Boston Digital LLC develops specialized customer relationship management software for the deregulating energy industry. Boston Digital’s software is aimed at helping energy companies to reduce their customer service costs and to cross-sell additional products and services to their customers. Headquartered in Burlington, Massachusetts, Boston Digital can be reached at www.boston-digital.com.
About SoundBite Communications Inc.
SoundBite is a voice communications services company that enables businesses to deliver personal, interactive telephone messages simultaneously to thousands of customers.
A “SoundBite” combines the personal qualities of the human voice with the “one-to-many” and interactive capabilities similar to e-mail and turns every phone into an interactive group communication tool.
Companies using SoundBite Response interactive voice messaging service are consistently realizing an immediate return on their investment with higher response rates at lower costs. Headquartered in Burlington, Massachusetts, SoundBite Communications can be reached on the Internet at www.soundbite.com.