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April 9, 1996
Advantage kbs CONTACT: Media Relations,
IQSupport is a trademark of Advantage kbs, Inc.
Bell Atlantic NYNEX Mobile Customer Support Organization
To Install IQSupport
EDISON, NJ -- Handling customer calls is about to get easier and
more efficient for Bell Atlantic NYNEX Mobile,
the largest cellular carrier on
the East Coast, despite the fact that the number of calls will continue to increase as
Bell Atlantic NYNEX Mobile continues to grow its customer base. The company
plans to install an ACSS-Automated Customer Support System in the second quarter of 1996.
The system will help remove all the paper processes that are now on the desk of
a customer service specialist by providing immediate access to electronic
manuals and problem resolution software. The new system, developed by
Advantage kbs and
now being tested by Bell Atlantic NYNEX Mobile, includes their flagship
product IQSupport(TM) Pro which provides customer service specialists with
information and solutions quickly and accurately. In addition, it will help the
company keep pace with the demands of a rapidly growing customer base.
"Change is never easy," said Charles Hand, Bell Atlantic NYNEX Mobile's
customer service director. "The system will empower our customer service
specialists to resolve customer questions quickly and correctly by using an intelligent
on-line assistant for customer queries on billing, service offerings and
equipment. We believe our customer service specialists will provide the best
customer care possible, which is our business priority and market differentiator."
Bell Atlantic NYNEX Mobile's customer service specialists currently provide
telephone support to more than 3.5 million customers in six service regions.
Bell Atlantic NYNEX Mobile is the largest wireless service provider on the East
Coast and the second largest provider in the United States. Headquartered in
Bedminster, NJ, the company offers a full range of wireless voice, data and
paging communications solutions to customers in the Northeast, mid-Atlantic,
Southeast and, through a separate subsidiary, in the Southwest.
Formed in July 1995 through a combination of Bell Atlantic Mobile's and NYNEX
Mobile's cellular operations, the company has more than 5,000 employees.
Founded in 1988, Advantage kbs is a recognized leader in customer support
automation. IQSupport products empower support center staff and end-users to
solve problems. Advantage kbs is headquartered in Edison, NJ with offices in Denver,
CO, Stamford, CT and Jacksonville, FL. IQSupport is a trademark of Advantage kbs, Inc.
NYNEX is a global communications and media company that provides
a full range of services in the northeastern United States and
high-growth markets around the world, including the United Kingdom,
Thailand, Gibraltar, Greece, Indonesia, the Philippines, Poland,
Slovakia and the Czech Republic.
The Corporation is a leader in the telecommunications, wireless communications,
cable television, directory publishing
and entertainment and information services.
FAX copies of recent NYNEX news releases are available free of charge, 24
a day. Call 1-800-331-1214 and an automated system will provide