|Internet/Intranet Customer Service Software
Quintus Corporation has announced ImpaQ, customer service software
designed to provide real- time information to help users address customer service issues
by replacing the reactive behavior fostered by traditional "tracking" call
center software with a proactive paradigm for improving customer service and loyalty.
ImpaQ utilizes Java, Web and publish-and-subscribe technologies to
create a flexible, customizable, real-time information distribution system to push
customer information from traditionally isolated call center databases out to every
desktop in the enterprise.
Users subscribe to ImpaQ subjects that are important to them and then
receive information in real-time, as it occurs. This can include summary-level
information, call center status, company news, more details about specific customers, or
information by product or other dimension. ImpaQ information is presented in full- screen,
"headline," scrolling "ticker tape" and other formats.
The ImpaQ client is written in Java and runs in standard Web browsers,
including Netscape Navigator and Microsoft Internet Explorer, allowing ImpaQ
to be deployed rapidly across large organizations, and also between companies, over
intranets, extranets and the Internet.
ImpaQ integrates with Quintus WebQ, which provides searching, review
and updating capabilities for all call center and customer data. ImpaQ can also drill down
to detailed legacy data across different systems, providing these have Web interfaces for
accessing this data.
By delivering real-time data collected from other systems and allowing
Web-based drill-down to many systems, ImpaQ provides a key integration point for managing
customer information. By employing publish-and-subscribe technology rather than
point-to-point connections for each client and message, ImpaQ is scalable to tens of
thousands of users.
ImpaQ runs on Microsoft Windows NT, Sun Solaris,
Hewlett-Packard HP-UX and IBM AIX servers and supports Microsoft SQL Server,
Oracleï¿½, Informix and Sybase relational databases.
For more information, call Jim Lambert at 510-624-2854.