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Headlines
ShopTok Introduces TokSupport
ShopTok, an ASP that provides a platform of interactive shopper
support solutions for online merchants, has introduced TokSupport, the
newest addition to its suite of hosted applications. TokSupport offers
live, real-time, personalized support to online customers by enabling them
to interact with the merchant and with other customers throughout the
shopping process, while helping reduce the support costs of online
merchants. The TokSupport application is built on a data-mining engine and
knowledge base that analyzes live questions from shoppers and provides
relevant responses, helping eliminate support delays for customers and
reduce staffing expenses for e-merchants. The application offers a range
of options for shoppers to communicate with online businesses, resolve
issues and receive advice in the form of live chat with customer service
reps, automated text-to-voice callback capability, FAQs and automated
e-mail responses. By linking the front-end interfaces to a
"smart" engine that analyzes current session data in real-time,
TokSupport can provide relevant answers to customers' questions and help
reduce customer support costs for online merchants by providing a range of
options to handle inquiries while offering customers a broader variety of
contact options.
No. 500, www.ccsmag.com/freeinfo
France Telecom Launches Wireless Internet Services
France Telecom has announced it is launching a range of wireless
Internet services for consumers and businesses. The new services and
portals are based on the Wireless Access Protocol (WAP), enabling Itineris
GSM customers to access the Internet directly from their handsets.
Launched in May, Itineris Services is a package of services designed
specifically for wireless phones. Users can personalize their interfaces
to access the new Voila Mobile search engine and Web guide (a WAP version
of the Voila portal), send and receive e-mail and use an online organizer,
all directly from the handset screen. These services were joined in June
2000 by an e-Care online customer service for direct management of
subscription features, as well as secure online shopping using smart card
payment. The suite of servies will expand in September 2000 to include
chat rooms, network games and Club Itineris. France Telecom has ordered
five million WAP handsets from cellular phone manufacturers and aims to
have one million wireless Internet customers within one year.
No. 501, www.ccsmag.com/freeinfo
Sterling Commerce Announces Supply Chain Solution
Sterling Commerce, a provider of e-business integration solutions, has
announced the availability of an XML-driven, Internet-based business rules
engine designed to help companies manage their supply chains more
effectively. Using customized rules designed to match a company's existing
processes, the business rules engine can streamline the flow of goods
through a company by automating paper-based processes or enhancing
existing automated business practices. For companies with established
back-end systems, it can integrate with legacy, ERP and MRP systems,
helping enable faster implementation. The rules engine can generate
flexible, Web-based reports that identify inconsistent, mission-critical
business information between a company and its business partners and
resolves the inconsistencies, helping allow for a more streamlined supply
chain. The business rules engine will be offered as a component of
Sterling Commerce's Internet transaction and information portal designed
to enable industry and enterprise communities to interact globally via the
Internet.
No. 502, www.ccsmag.com/freeinfo
Rockwell Electronic Commerce Delivers Customer Contact
Management Solution
Rockwell Electronic Commerce has announced the first customer trial of
Rockwell Transcend e.Commerce Edition, the recently introduced multimedia
customer contact solution for managing Internet customer relationships.
Based on the Rockwell Transcend contact routing application, the
e.Commerce Edition features media-blending capabilities that unify and
manage customer interactions across a range of customer contact media,
including voice, Web, e-mail and fax. Customized customer relationship
management solutions can also be developed and delivered to agent
desktops. Transcend e.Commerce is the latest addition to the company's
portfolio of Internet-based customer contact and relationship management
technologies, which include multimedia intelligent routing, automated
e-mail response, Web callback functionality and voice over Internet
Protocol (VoIP).
No. 503, www.ccsmag.com/freeinfo
PanaSite Expands Its Content Management Toolkit Through
Alliance
PanaSite Software, Inc., an Internet software company that strives
to simplify content management, has announced it is expanding its content
management toolkit with value-added services through an alliance with
ScreamingMedia, an aggregator and distributor of digital content to Web
sites. As a result of the alliance, PanaSite customers can deliver and
receive real-time news and information through ScreamingMedia's network of
content providers. PanaSite's online customers will be able to access
ScreamingMedia's SiteWare content distribution service directly from
PanaSite's content management Web site to submit their own original
content for resale and distribution. This service will offer an
opportunity for PanaSite clients to sell their original content to other
sites on the Web. Additionally, PanaSite will offer filtered, real-time,
streaming content delivered directly to clients' Web sites using content
and technology from ScreamingMedia. Through a filtering system, clients
can custom-select sites that suit their needs and the content posts to
their sites automatically.
No. 504, www.ccsmag.com/freeinfo
eShare And Lipstream Deliver Live Voice-To-Web
Interaction
eShare Technologies, a provider of eCRM collaboration solutions,
and Lipstream, an Internet voice service provider for e-business, have
entered into an agreement to allow clients of eShare's NetAgent Customer
Interaction Suite to add Lipstream's PC-to-PC Live Voice as part of their
customer service strategy. The agreement will voice-enable Web sites to
allow customers to talk live with support representatives via the Web.
eShare has added Lipstream's voice over IP capability to its existing
Customer Interaction Management Suite, which includes e-mail, chat and
instant messaging. eShare's CIM Suite is a comprehensive Web collaboration
center, incorporating live collaborations, e-mail, chat and voice over IP
that helps streamline contact management technology for sales, marketing
and customer service purposes. The goal of the addition of Lipstream's
technology was to round out eShare's multichannel service offering.
No. 505, www.ccsmag.com/freeinfo
@Network Launches Multilingual Contact Centers
@Network Inc., an e-content delivery and communication solution
provider, has announced the opening of its Internet contact centers,
allowing its clients to offer multilingual call center support to their
end users. @Network hosts e-business content in its data centers around
Asia and the U.S., helping ensure that e-commerce content reaches the end
users in a timely and efficient manner. The virtual contact center is the
latest addition to a suite of services available from @Network, helping
enable businesses to move into Asian markets, including managed hosting
and delivery, content localization, consulting services, marketing and
fulfillment. @Network can either carry the calls over IP to the client's
own call center, or the client can outsource its entire customer
realtionship management to @Network. The @Network call centers use a
Windows NT-based IP solution from CosmoCom, which offers help via
interactive voice response (IVR), telephone, Web chat, live multimedia
sessions, e-mail, voice mail or fax. It distributes up to 200 calls and
messages per second to remote agents using a managed IP wide area network
(WAN), allowing multiple contact centers to be managed as one entity.
@Network will initially offer support in Japanese, English, Chinese and
Korean, with agents located in Shan Zhen, China; Okinawa, Japan and Seoul,
Korea.
No. 506, www.ccsmag.com/freeinfo
Teltrust Launches E-Commerce Support Services
Teltrust, Inc. has heralded the launch of its e-commerce support
services with the announcement of OneVoice Solutions. The company has
repositioned its operations to take advantage of its core focus of
multilingual call centers. It will now operate two distinct entitites,
branded as OneVoice Solutions and OpNow! Solutions. The OneVoice Solutions
group will be comprised of the company's multimedia contact centers and
customer support services business. The OpNow! Solutions group comprises
the company's traditional telecommunications service business and has
branded these services to align with the corporate strategy and target
markets. New brands have been developed for The National Directory
Assistance service, bannered as InformNow!; Operator Services business as
RespondNow! and the 211-refund and repair service as StatusNow!
No. 507, www.ccsmag.com/freeinfo
High Tech Style Launches I-ChatShop
High Tech Style, Inc. recently announced the introduction of I-ChatShop,
its e-CRM solution for b-to-b and b-to-c e-commerce firms. I-ChatShop is
geared to facilitate instant customer service via a live chat application
hosted on an e-commerce vendor's Web site. I-ChatShop was designed to
facilitate an instant customer service experience through a Web-based
application environment. It is a server-based solution meant to enable two
parties to exchange secure information (including multimedia files)
through a Java Script-enabled Web browser. Features include group or
individual chat sessions, streaming multimedia files, secure connections
using SSL technology and open architecture intended to allow integration
with existing customer service databases. The I-ChatShop server
application supports Windows NT 4.0 and Windows 2000. Future versions will
support UNIX and Linux. I-ChatShop's client component supports any Java
Script-enabled browser, including Microsoft Internet Explorer and Netscape
Navigator. It is available in English, Spanish and Chinese.
No. 508, www.ccsmag.com/freeinfo
eKeeper.com Releases Drag-And-Drop Solution For Content
Management
eKeeper.com has released its first software product designed to
allow non-technology-savvy employees to keep a business Web site
up-to-date without the money, time and resources involved in outsourcing
or hiring internal Web development staff. Using the product, any
authorized employee can create a document using any application, drag and
drop the document into eKeeper, preview the document as it will appear on
the actual Web site and click the eKeeper "synchronize" button
to publish the document to the Web site. The Windows-based software offers
standardized templates such as FAQ, press releases and Web links as well
as customized templates specific to the content management needs of each
customer. Set up and administration of eKeeper was designed to be
easy-to-use and can be handled by eKeeper.com, the customers or their
external authorized users. eKeeper uses XML (eXtensible Markup Language)
and WebDAV (Web Distributed Authoring and Versioning) standards to help
simplify Web-based content development, distribution and presentation.
No. 509, www.ccsmag.com/freeinfo
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