Solutions For E-Commerce, Communications,
Support And Web/Call Center Integration
Self-Service Solution From Kanisa
The nature of the Internet allows for personalization heretofore
unknown in traditional media, and Kanisa has designed its Kanisa ESP
product to use the unique capabilities of the medium to provide
personalized service. Kanisa ESP responds to online queries through an
intelligent, software-driven dialog that elicits information through a
sequence of logical questions, expanding the customer�s original input
until it has enough information to provide a useful answer. To
appropriately tailor the dialog to individual user�s needs, the
application uses a complete profile of each customer. The solution it
delivers is based on the business relationship between a company and its
customer and his or her knowledge and skill level. Kanisa ESP takes into
account a company�s relationship with the customers, the answer that the
customers need, and their current understanding of the way the company�s
products and services work. The application then uses that information to
develop questions, customize the dialog and deliver the appropriate
Kanisa ESP employs one-to-one service to generate a customized
e-service home page with personalized an-nouncements for each customer. A
customer can be alerted to the news, product announcements, releases,
research and service issues that are of particular interest to him or her.
Kanisa ESP also allows customers to move from one channel to another.
If the customer sends an e-mail, the response can include a link to the
company Web site to continue their interaction. When self-service is no
longer effective for the customer, Kanisa ESP summarizes the interaction
and forwards the relevant information to the right person to assist him or
The Kanisa ESP application can be integrated into existing service
channels and resources within a Web self-service environment. Existing
customer information can be used to help personalize the customer
experience. Chat, voice over IP (VOIP) and call center applications can
all be used to escalate customer requests. Kanisa ESP tracks and
categorizes every customer touch point. The resulting data, through
reporting and analysis tools, can be used to generate reports that
pinpoint changing trends in customer questions and identify support
problems which do not yet have solutions and enable better response in the
To eliminate the necessity of manual content management and
Web-development expertise, Kanisa ESP automatically places new content in
context, allowing a site to be modified and improved as business needs
change.As well as a traditional license, Kanisa offers ESP as an ASP
(application service provider) solution.
No. 530, www.ccsmag.com/freeinfo
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Introduces Integrated Communications Platform
As the ways customers can communicate with companies
proliferate, one problem for smaller companies (with their tight budgets and
small IT staffs) that has gotten worse in the past few years has been the
difficulty of providing an effective, integrated range of communications
media. To provide a solution to this problem for smaller to mid-sized
companies, Flexion Systems has introduced its BusinessGuardian line of
products and services specifically developed for the small to medium sized
Central to the Flexion approach is the BusinessGuardian X300, an integrated
communications platform designed to bring together the benefits of voice,
data and fax communications and business applications.
The BusinessGuardian X300 is built on an open and scalable hardware platform
that works in conjunction with a Windows NT-based environment. The unified
messaging and computer-telephony integration (CTI) components of the Flexion
system are delivered via software that works with Microsoft�s NT platform
and its Outlook and Exchange mail programs.
Designed for companies with between 8 and 64 employees, the
Flexion X300 System provides the following features: Internet access; remote
and central computer access; voice switching and PBX capabilities; voice and
data messaging; call logging and monitoring; access to messages at or away
from the office; quick set-up and configuration; and remote support. The
system also works with standard telephones and provides support for standard
Flexion also announced Business-Guardian Insight, a network
management and diagnostic service which works within a Windows NT
environment designed to aid service providers and BusinessGuardian
Authorized Resellers in managing and growing their small business customer
base. BusinessGuardian Insight provides small companies with added security
via the remote monitoring tools, troubleshooting and diagnostic services
they have likely never had before. In addition, Insight�s e-mail and
Web-based reporting is designed to promote a strong and ongoing
relationship, allowing the service provider and Authorized Reseller to be a
proactive partner in managing their end user�s enterprise
No. 531, www.ccsmag.com/freeinfo
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Internet Voice Services From AudioTalk
Providing a link from your Web site to a live agent has
proven a vital tool to providing better customer service and also helps
reduce high rates of abandoned shopping carts. To provide companies with
this function, AudioTalk Networks, Inc. has announced the availability of a
full-duplex Internet voice service to add live voice chat, moderated
conferencing or click-to-talk customer service applications to the Web.
AudioTalk�s Internet voice service can be integrated into any Web site to
add voice communications for live chat, e-commerce, customer service,
distance learning, e-mail, greeting cards and many other Web-based
applications. Businesses simply add a click-to-talk button to their Web site
to integrate the AudioTalk Internet voice service, which is powered by a
voice over Internet infrastructure managed by AudioTalk Networks.
With a click-to-talk action, Web site users can begin voice
communications in a chat room, with an e-tailer, a customer service agent or
any other application setup on a Web site. In addition to providing standard
PC-to-PC communications, AudioTalk offers hybrid phone and PC access, so
users are free to choose PC-to-PC, PC-to-phone or phone-to-phone
communications across the Internet, which provides Web businesses the
ability to route Internet voice calls to existing phone-based call centers.
Integrating voice communications into a Web site using
AudioTalk�s Internet voice service requires no additional hardware or
software. AudioTalk provides a turnkey service to e-businesses. Web site
users access the AudioTalk service using a PC with speakers and a microphone
or a telephone. AudioTalk�s thin-client application downloads quickly and
is automatically installed as an OCX/plug-in for Internet Explorer and
The AudioTalk Internet voice service is based on industry
standard protocols including support of both SIP (Session Initiation
Protocol) and H.323 for Internet voice call signaling.
AudioTalk�s voice services not only provide full duplex
audio, but also offer high-quality voice mixing, allowing large group
conferencing with multiple speakers. The AudioTalk service is firewall
friendly, allowing user access to voice services from dial-up connections or
from corporate networks.
No. 532, www.ccsmag.com/freeinfo
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Suite From Support.com
As computer systems and networks grow increasingly
complicated, user problems likewise grow more complex, increasing support
costs and time to resolution. Support.com addresses these problems in its
recently released eSupport Suite, a Web-automated suite of products designed
to interact with users� systems to provide personalized, automatic
solutions to their computer problems.
Support.com�s newly expanded product line is designed to
simplify the support world by automating the problem resolution process and
thereby reducing technical support calls and overall IT support costs.
eSupport solutions are designed to be customized into support solutions
including Web-enabled call centers, self-service support sites and support
Among the features of the new eSupport suite is the
Support.com Support Portal, which automates the support process through
electronic, online support. It provides users with a Web-based, single entry
point for support transactions and offers an interactive, personalized
support experience to guide users to solutions for their support requests.
It also automatically feeds information about the user�s computing
environment into existing support technologies such as knowledge bases and
problem management systems.
The Support.com Foundry enables support organizations to
create, implement and maintain a comprehensive eSupport environment by
providing an authoring infrastructure that minimizes scripting and
programming requirements and provides a central point of control for
managing and administering support solutions.
The Support.com Healing Agent provides self-healing and
automated self-service capabilities by proactively identifying problems on
end users� systems and solving them, thus allowing end users to diagnose
and resolve problems that would be sent to a help desk.
The Support.com Support Center connects any support provider
to any end user securely over the Internet, provides a set of tools for
remote diagnosis and repair of end user support problems and collects all
information relevant to a problem from the user�s system and identifies
likely root causes for the support analyst.
No. 533, www.ccsmag.com/freeinfo
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Support From Noochee
As many companies have found out the hard way, simply slapping up a Web
site with product descriptions and pictures and sitting back while sales
start rolling in is one of the biggest pipe dreams to come along in a
great while. To help business manage their e-commerce offerings, Noochee
Solutions (formerly DMW Worldwide) has introduced its Market Support
Solutions suite, which is comprised of SmartComp and SmartMarket.
SmartMarket is an e-business marketing application that combines
interactive selling in both Internet storefront and call center
environments, with an intelligent master product catalog and integration
with supply chain and fulfillment systems.
The following interdependent functional capabilities enable SmartMarket
to address the market support business needs of the e-Business merchant:
business policy management, master product catalog, product configurator,
eligibility management, Web storefront, call center management, customer
service, workflow management, supply chain integration and external system
SmartComp is an enterprise-class business solution enabling businesses
to implement and manage complex multichannel buy-side and sell-side
incentive programs. SmartComp focuses sales activity, manages and rewards
channel performance and supports fluid business models. Future releases of
SmartComp will enable Internet merchandisers to manage complex supply
chain rewards, promotions and incentive programs. The process of suppliers
incenting sellers, sellers incenting suppliers and sellers rewarding
prospect referrals will be managed with SmartComp.
The Noochee solution is powered by the patented Digital Knowledge Plant
(DKP), a robust application framework underlying the Market Support
Solutions suite that enables all of the application components to
interoperate seamlessly. The DKP application framework provides several
services that are available to all components within the system as well as
integrated external systems. These services are used to provide a common
framework for building applications. They also allow a consistent method
for these applications to interact with each other and to communicate
their status to a centralized location.
Noochee combines the Market Support Solutions suite and supporting DKP
framework with the Maximum Impact� family of deployment methodologies.
Maximum Impact involves active client participation and is designed to
optimize not only design and development, but also business-critical
application and operation of the end-to-end solution to achieve clients�
No. 534, www.ccsmag.com/freeinfo
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As we have pointed out many times before, it is imperative for Web
users to be able to reach a live agent in a call center, for there are
times when even the best self-help solution just won�t provide the help
the customer or potential customer needs. To provide businesses with a
quick and low-cost alternative to often expensive and difficult-to-
integrate software systems that were targeted at large en-terprises,
RealCall has introduced its RealCall Alert offering. RealCall Alert is
designed to link a company�s Web site to its call center, sales lines or
any ordinary telephone so that users can talk to potential customers while
their interest is fresh. To request an immediate callback, Web users just
click a button on-screen.
Developed to provide secure lines for retail Web transactions, RealCall
Alert puts users in touch with their customers no matter what the context.
It�s the Web equivalent of a 800 number, and was designed to offer
better response rates, enhanced security against nuisance calls, zero
capital outlay and no on-going commitment.
RealCall Alert works with all call centers and all phone lines,
eliminating the need to purchase new equipment or retrain agents to use
the system. RealCall Alert can be set up on a Web page in under five
minutes. When a Web user presses a RealCall Alert button on the user�s
RealCall-enabled Web site, the RealXChange server processes the request
and imposes security checks. RealCall then calls the user with the Web
site visitor�s telephone number. The user then calls the potential
customer back in less than a minute since the Web visitor pressed the
RealCall Alert offers the following extra features free of charge. The
additional information is reported along with the user�s telephone
number as part of the callback request message: Spell Caller
Name/Extension, which spells out the caller�s name or extension to
assure making the right connection; Report Country, which provides the
country name selected by the Web user; Capture User Data, which gathers
additional information about customers � either automatic (e.g., the
page on which they pressed the RealCall button) or user-entered (e.g.,
their postcode or the product which excites their interest).
When a call request is made outside working hours or the call center is
too busy to answer the Alert notification call, RealCall informs the user
immediately by e-mail and, optionally, by fax.
Users pay only for the request messages they receive. These are charged
at a fixed rate depending on their world location. RealCall accounts are
pre-paid: the cost of each call is deducted from the account balance.
No. 535, www.ccsmag.com/freeinfo
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