Broad Daylight, Inc. today announced an agreement with Quantum Corporation to provide technical support to Quantum's customers, resellers, and systems integrators.
According to the companies, Broad Daylight's Web self-service software, Broad Mind, is deployed at the customer care portion of Quantum.com. Existing FAQs and other technical support documents are loaded into the Broad Daylight knowledge base.
Quantum customers can search the knowledge base via key word or natural language, browse answers by topic, or view top answers as ranked by Broad Daylight's popularity algorithm. Customers may escalate new questions for personalized responses, and Broad Daylight's workflow manager routes these inquiries to the appropriate Quantum personnel for response. As new questions are asked and answered, they are automatically added to Quantum's knowledge base -- and available instantly on the Web to help the next customer with the same question.
"We needed technology to help us provide top quality customer service on the Web; as a result we just completed a comprehensive evaluation of the major packages on the market," said Thomas Pemberton, e-business manager, Quantum Corporation. "Broad Daylight is a leader in terms of functionality, customization, and return on investment."