Hosting e-service

edocs announces the immediate availability of its recently acquired e-service applications on a fully hosted basis. In May, edocs acquired the Brightware e-service business from Firepond. Brightware is best known for its inbound e-mail response management, knowledge management and chat software.

Brightware’s offerings are said to complement edocs' existing e-billing, Web self-service and assisted care offerings. Further, the company explains, the combined capabilities reduce contact center volumes and costs by resolving customer inquiries at the lowest cost channel. For example, claims edocs, KM search capabilities resolve a high percentage of customer inquiries before they become inbound e-mails or phone calls.

edocs believes it offers a unique "build-operate-transfer" model with its Manage Solutions offerings that enables organizations to outsource all technical operations of the solution for some period, but with the freedom and flexibility to migrate it in-house at any time.