CyberDefender Integrates New IVR, ACD, and CX Technologies
Improves Call Centers to Support Company Growth
LOS ANGELES, Jul 22, 2010 (BUSINESS WIRE) -- CyberDefender Corporation [NASDAQ: CYDE], a provider of Internet security software, utilities and Live PC Support services that work together to maximize online safety for consumers, today announced that it is integrating a new call center phone system and is installing customer experience (CX) software to better serve its growing software and technical support customer base.
CyberDefender expects that these new technologies will enable it to increase its call center volume by tenfold and provide adequate infrastructure for more than 1,000 additional agents, supporting the company's customer growth initiatives. Integration of the telephony and CX solution is expected to be complete by the end of 3rd Quarter 2010.
The CX solution from RightNow Technologies [NASDAQ: RNOW] is a cloud-based, best-of-breed customer experience solution for organizations enabling superior interactions across web, social, and contact center touchpoints. RightNow CX will give CyberDefender a 360-degree view of its call centers, allowing agents to track and analyze all customer interactions. In addition, RightNow CX will provide CyberDefender with other advanced technologies, including web self service, knowledgebase integration, incident tracking and cloud monitoring for customer communications via social media channels such as Facebook, YouTube and many others.
Communications-as-a-Service ("CaaS") from Interactive Intelligence provides CyberDefender with complete multichannel routing and queuing for all four CyberDefender call centers, located in Los Angeles, Syracuse, Philippines and India. Use of the CaaS offering will help drive down toll-free origination costs, which is expected to result in a 20 percent per month cost savings for CyberDefender. In addition, CyberDefender expects that the Interactive Intelligence hosted interactive voice response (IVR), automatic call distributor (ACD), call recording and other advanced telephony capabilities will bring long-term savings to CyberDefender.
"The integration of these two advanced systems is intended to enable us to accommodate more than 1,000 call center agents, handle significantly higher call volume and achieve increased economies of scale from our call center operations," said Jeff Gove, SVP, CyberDefender Call Center Operations.
"Throughout 2010 we grew our North America based call center operations significantly, as revenue from our call centers and remote PC repair services continues to be a key driver of growth. As such, the company is not only focused on new customer acquisition, but on building out our call centers to be as cost effective and as scalable as possible. Now we have the core infrastructure components to achieve these goals," Gove continued.
"Today we have over 225 agents in our downtown Los Angeles in-house call center, and expect to continue to grow our onshore operations," concluded Gove.
ABOUT CYBERDEFENDER
CyberDefender Corporation [NASDAQ: CYDE] is a provider of Internet security software, utilities and Live PC Support services that work together to provide maximum safety for consumers in a digital world. CyberDefender develops and markets antispyware/antivirus software and remote, live tech support services. In addition, CyberDefender offers identity protection and computer optimization services. With millions of active users on its cloud based Collaborative Internet Security Network, CyberDefender leverages the power of community to protect its customers from the rapidly growing number of new online threats every year. CyberDefender products are fully compatible with Microsoft's XP, Vista, and 7 Operating systems. All products are available at http://www.cyberdefender.com
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