Wausau Financial Systems Implements Industry's First Browser-Based Computer Telephony Technology From Magic Solutions

MagiCall Helps Financial Services Firm Improve Overall Business Productivity



Apr 16, 2001, 01:00 ET from Network Associates Inc.

    SANTA CLARA, Calif., April 16 /PRNewswire/ -- Magic Solutions, a
 Network Associates Inc. (Nasdaq:   NETA) business, today announced that Wausau
 Financial Systems, a leading resource of payment processing solutions, has
 implemented MagiCall as part of the Magic Total Service Desk solution.
 MagiCall, the industry's first browser-based computer telephony technology,
 was deployed across Wausau's Financial Systems' customer support center to
 manage inquiries from its Fortune 500 customers worldwide.  MagiCall provided
 Wausau Financial Systems' customer support center with faster access to
 customer-related information to address customer inquiries more rapidly and
 more efficiently - ultimately improving overall business productivity by
 25 percent.
     "Wausau Financial Systems was looking for an effective, cost-efficient and
 easy-to-use call center solution that would allow us to deliver quality
 support to our customers across the globe," said Tom Nohelty, Senior Vice
 President-Customer Care at Wausau Financial Systems.  "MagiCall's leading-edge
 browser-based architecture and screen pop technology has allowed Wausau to
 increase efficiency within its support center significantly, allowing us to
 respond to our customers' time-sensitive issues immediately."
     Prior to implementing MagiCall, Wausau Financial Systems was not
 experiencing the high level of efficiency in its call center that had
 originally made Wausau a leader in customer satisfaction.  Servicing over
 1,200 customers worldwide, Wausau Financial Systems needed a more reliable and
 streamlined solution for providing rapid problem resolution to its customers.
 With MagiCall, Wausau's customer support agents were able to address customer
 inquiries faster and more effectively -- call center efficiency has increased
 by 25 percent.
     Support centers like Wausau Financial System's that require maximum
 service availability to their customers are able to use MagiCall computer
 telephony integration to link their phone system with the Magic Total Service
 Desk solution.  When an end user calls into the help desk, their phone number
 is run through the company's database to determine the callers' client
 identification.  A screen pop, with a pre-populated help desk window
 containing the appropriate client information, appears on the computer screen
 as the call is answered.  With MagiCall's browser-based architecture, no agent
 software needs to be distributed throughout the organization.  The system can
 be updated and administered centrally, resulting in a lower total cost of
 ownership.
     For more information on Magic Solutions and its products, please contact
 800-966-2442.
 
     About Wausau Financial Systems
     Wausau Financial Systems is a leading provider of check and remittance
 processing systems to financial institutions and commercial businesses
 worldwide.  In addition to software and hardware options, WFS offers
 comprehensive training, consultation, 24-hour customer support, supplies and a
 100% satisfaction guarantee. For more information on Wausau Financial Systems,
 visit www.wausaufs.com or call 715-359-0427.
 
     About Network Associates
     Magic Solutions, a Network Associates business, is the leading provider of
 e-services enablement solutions. According to leading research firms,
 International Data Corporation and Dataquest/Gartner Group, Magic Solutions is
 the leading provider of service desk applications on, 9X and NT platforms.
 The Magic Total Service Desk suite, based on Magic's patent pending e-services
 enablement solution provides an integrated, process-oriented e-business
 support solution that delivers the highest levels of service with great
 efficiency.  The Magic Solutions suite of products includes Magic Service Desk
 and ZAC 2001 for desktop inventory management.  For more information about
 Magic Solutions, please visit www.magicsolutions.com.
     With headquarters in Santa Clara, Calif., Network Associates, Inc. is a
 leading supplier of security and availability solutions for e-businesses.
 Network Associates is comprised of four business units:  McAfee, delivering
 world class anti-virus products; PGP Security, providing firewall, intrusion
 detection and encryption products; Sniffer Technologies, a leader in network
 and application management; and Magic Solutions, providing web-based service
 desk solutions. For more information, Network Associates can be reached at
 972-308-9960 or on the Internet at http://www.nai.com .
 
     NOTE:  Network Associates, Sniffer, Total Network Visibility, TNV, PGP,
 McAfee and Magic Solutions are registered trademarks of Network Associates,
 Inc. and/or its affiliates in the United States and/or other countries.  All
 other registered and unregistered trademarks in this document are the sole
 property of their respective owners.
 
 

SOURCE Network Associates Inc.
    SANTA CLARA, Calif., April 16 /PRNewswire/ -- Magic Solutions, a
 Network Associates Inc. (Nasdaq:   NETA) business, today announced that Wausau
 Financial Systems, a leading resource of payment processing solutions, has
 implemented MagiCall as part of the Magic Total Service Desk solution.
 MagiCall, the industry's first browser-based computer telephony technology,
 was deployed across Wausau's Financial Systems' customer support center to
 manage inquiries from its Fortune 500 customers worldwide.  MagiCall provided
 Wausau Financial Systems' customer support center with faster access to
 customer-related information to address customer inquiries more rapidly and
 more efficiently - ultimately improving overall business productivity by
 25 percent.
     "Wausau Financial Systems was looking for an effective, cost-efficient and
 easy-to-use call center solution that would allow us to deliver quality
 support to our customers across the globe," said Tom Nohelty, Senior Vice
 President-Customer Care at Wausau Financial Systems.  "MagiCall's leading-edge
 browser-based architecture and screen pop technology has allowed Wausau to
 increase efficiency within its support center significantly, allowing us to
 respond to our customers' time-sensitive issues immediately."
     Prior to implementing MagiCall, Wausau Financial Systems was not
 experiencing the high level of efficiency in its call center that had
 originally made Wausau a leader in customer satisfaction.  Servicing over
 1,200 customers worldwide, Wausau Financial Systems needed a more reliable and
 streamlined solution for providing rapid problem resolution to its customers.
 With MagiCall, Wausau's customer support agents were able to address customer
 inquiries faster and more effectively -- call center efficiency has increased
 by 25 percent.
     Support centers like Wausau Financial System's that require maximum
 service availability to their customers are able to use MagiCall computer
 telephony integration to link their phone system with the Magic Total Service
 Desk solution.  When an end user calls into the help desk, their phone number
 is run through the company's database to determine the callers' client
 identification.  A screen pop, with a pre-populated help desk window
 containing the appropriate client information, appears on the computer screen
 as the call is answered.  With MagiCall's browser-based architecture, no agent
 software needs to be distributed throughout the organization.  The system can
 be updated and administered centrally, resulting in a lower total cost of
 ownership.
     For more information on Magic Solutions and its products, please contact
 800-966-2442.
 
     About Wausau Financial Systems
     Wausau Financial Systems is a leading provider of check and remittance
 processing systems to financial institutions and commercial businesses
 worldwide.  In addition to software and hardware options, WFS offers
 comprehensive training, consultation, 24-hour customer support, supplies and a
 100% satisfaction guarantee. For more information on Wausau Financial Systems,
 visit www.wausaufs.com or call 715-359-0427.
 
     About Network Associates
     Magic Solutions, a Network Associates business, is the leading provider of
 e-services enablement solutions. According to leading research firms,
 International Data Corporation and Dataquest/Gartner Group, Magic Solutions is
 the leading provider of service desk applications on, 9X and NT platforms.
 The Magic Total Service Desk suite, based on Magic's patent pending e-services
 enablement solution provides an integrated, process-oriented e-business
 support solution that delivers the highest levels of service with great
 efficiency.  The Magic Solutions suite of products includes Magic Service Desk
 and ZAC 2001 for desktop inventory management.  For more information about
 Magic Solutions, please visit www.magicsolutions.com.
     With headquarters in Santa Clara, Calif., Network Associates, Inc. is a
 leading supplier of security and availability solutions for e-businesses.
 Network Associates is comprised of four business units:  McAfee, delivering
 world class anti-virus products; PGP Security, providing firewall, intrusion
 detection and encryption products; Sniffer Technologies, a leader in network
 and application management; and Magic Solutions, providing web-based service
 desk solutions. For more information, Network Associates can be reached at
 972-308-9960 or on the Internet at http://www.nai.com .
 
     NOTE:  Network Associates, Sniffer, Total Network Visibility, TNV, PGP,
 McAfee and Magic Solutions are registered trademarks of Network Associates,
 Inc. and/or its affiliates in the United States and/or other countries.  All
 other registered and unregistered trademarks in this document are the sole
 property of their respective owners.
 
 SOURCE  Network Associates Inc.

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