East Greenwich, R.I.-based Multima Corp. has released version 7 of the NetKeeper HD
Mail, an automation and artificial intelligence system to process incoming e-mail messages
to an enterprise's support centre. "Basically what we are doing is trying to eliminate the frustration of the end user in
that they send e-mails and get no reply," said Eric Tajera, vice-president of marketing,
and vice-president of help desk for Multima. According to the company, NetKeeper HD Mail automatically assigns service requests to
technicians and sends notification via e-mail. Tajera said the system can be set up with different rules depending on the type of
assistance requested by the end user. He explained that NetKeeper HD Mail is capable of sending auto-replies as a confirmation
of the original e-mail request. He noted that it can also be set up to search for keywords
in the text. "It can do a text search in the knowledge base and it's going to send possible
suggestive solutions based on our automatic FAQs," he said. Tajera said the system is suitable typically for companies with help desks and support
centres, but can be used by anyone with a Web site who interacts with end users via
e-mail. "For the end user, when they pick up the phone and talk to somebody, the problem is
usually solved right there. When they send e-mail, it may be days before the e-mail gets
answered, if ever," he said. "HD Mail tries to plug that hole because it's very
frustrating. People lose customers if they don't have some semblance of response within a
reasonable amount of time." He said that HD Mail can analyze e-mail messages and steer them based on the rules set
up by the user. NetKeeper HD Mail supports multiple e-mail addresses, and each address can correspond to
a different request type to provide the necessary flexibility to handle different types of
requests, including tech support or RFIs (requests for information). | 
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