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September 2000

New Products For Voice, Recording And E-Commerce


00CCSed.gif (3861 bytes) Servicesoft 2001: An E-Service Odyssey
Servicesoft, Inc. believes that a proactive approach to e-service is very much like the level of service and ease of conducting business that customers expect from traditional brick-and-mortar businesses. It feels that self-service and personalized Web pages empower customers to help themselves (and increase their satisfaction levels) and enable customer service agents to handle priority and complex issues. Consistent with that approach, Servicesoft fashions its solutions with the expectation of helping to maximize an organization's call center and e-commerce investments by integrating with the existing technology, including automatic call distributors (ACD), customer relationship management (CRM) systems, databases and e-commerce applications.

The company recently announced the release of Servicesoft 2001, an intelligent e-service solution intended to enable businesses to provide proactive customer service over the Internet. Servicesoft 2001 is designed to enable online businesses to provide preemptive and rapid resolution to issues and present a "single face" to customers, and includes features aimed at servicing and retaining online customers more effectively. Based on an intelligent, multichannel knowledge platform, the Servicesoft 2001 suite offers features including: an eService Portal, customized to provide the information, history and knowledge that customers need for purchase decisions, account management or customer service and support; outbound campaign support with enhanced modules for automated, measurable and customizable e-mail campaign management, enabling non-technical users to generate campaigns; support for wireless devices, using the industry-standard WAP (Wireless Application Protocol) to deliver all Web-based content over wireless devices; single-threaded conversation that tracks customer interactions across multiple channels, enabling a continuous, personalized dialog over time and across multiple touchpoints; and a global platform, designed to enable companies to streamline and enhance their global support by allowing them to deploy one system worldwide.

Servicesoft 2001 supports numerous languages within a single knowledge base, providing multilingual authoring capabilities and language detection functionality. This feature also routes messages to language-specific agents for personalized response. Translation is facilitated through XML text import and export. The browser-based user interface within Servicesoft 2001 supports changing infrastructure environments and remote locations. Administrators can change system rules, and add and change registered users from any location. Additionally, its agent interface is represented as a Java applet within a standard Web browser. Since all information resides on the server, this feature affords both a lower cost of ownership and minimal maintenance to the agent desktop while enabling options for a remote CSR workforce.
No. 526, www.ccsmag.com/freeinfo

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00CCSed.gif (3861 bytes) PeopleSoft 8: Web-Based Applications Armada

PeopleSoft, Inc. recently launched PeopleSoft 8, a suite of Internet-based e-business applications offering browser-based access. The suite may be more accurately described as a hotel, since PeopleSoft has both re-engineered its existing 108 applications to Internet architecture and introduced 59 more. The company said it perceives three industry indicators that it feels are transforming the enterprise software industry: a generational architecture change from client/server to the Internet, increased market opportunities resulting from that shift and the trend of enterprises extending applications to all of their customers, employees and suppliers. The new collaborative applications extend over the company's major product lines, which include supply chain management, CRM, human resources management and financials solutions, and leverage PeopleSoft's e-business analytics applications. All of the applications are accessible from any Web-based device, have the look and ease-of-use of popular Web sites and are designed to integrate quickly and cost-effectively with third-party software. The architecture, based on HTML and XML, is intended to eliminate the need for any software/code on the computing device other than a standard Internet browser. PeopleSoft supports Unicode, a global language standard, which allows customers to centrally manage implementations of PeopleSoft 8 in one database and in almost any language. Another result of employing Unicode is that the company has embedded multilanguage search engine technology in the suite.

The synthesis of PeopleSoft's newly introduced products is based upon offering "enterprise applications:" effectively linking customers, suppliers and employees. The applications are intended to enable the seamless exchange of ideas, information, products and services using PeopleSoft's Internet-based architecture. Twenty-six of the new products are CRM-focused. They are "point-to-point" solutions in that each is a sub-set addressing a specific e-business need from customer relationship through employee self-service to supply chain applications. New business analytic products have been built into the core of all applications as well. PeopleSoft eCenter is the company's ASP model for delivery of PeopleSoft 8. The company has also partnered with a dozen ASPs to host the application, with the aim of providing rapid, low-risk installations and seamless upgrade paths.

Recognizing that businesses may desire modifications to suit their business needs and processes, PeopleSoft offers customization support and management, industry-specific, scalable customizations and on-call development and consultation. PeopleSoft Consulting provides comprehensive implementation services, including rapid implementations, collaboration with customer teams to speed knowledge transfers and assistance in integrating third-party solutions. Implementations and upgrades include training programs for functional and technical project team members as well as end users.
No. 527, www.ccsmag.com/freeinfo

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Editors' Choice Awards synTelate Your Customer Interactions

synTelate Corp., a wholly owned subsidiary of Intuitive Software Ltd., focuses on providing cost-effective and flexible call flow products. synTelate recently opened its headquarters in Herndon, Virginia and marked the event by announcing the availability of synTelate 1.0, the latest version of its call flow scripting product. The company said that the product is especially geared for small- to medium-sized companies, a substantial market segment that has been neglected due to the enterprise focus of many large solutions providers. It believes that smaller organizations need an affordable, uncomplicated solution that can be quickly developed, deployed and modified. synTelate 1.0 is intended as a software tool that allows contact center managers to reduce training costs and ensure effective and professional interaction between customer service representatives (CSRs) and customers. Equipped with an easy-to-use drag-and-drop tool set, synTelate 1.0 is de-signed to facilitate campaign creation (including workflow, scripts and decision points) by users with little or no technical expertise. synTelate 1.0 is based on two major components, synTelate Builder and synTelate Agent.

synTelate Builder is a drag-and-drop, icon-based tool set that allows CSR scripts to be created without the need for specialized computer programming. synTelate has an intuitive graphical user interface that is meant to save time and minimize costs associated in developing and modifying campaigns. Contact centers can use their non-IT staff to quickly develop or alter campaigns as required. Once a campaign is developed, the application is run on the synTelate server with no need for compiling or additional custom programming.

synTelate Agent is a Windows- or browser-based user interface that provides the script(s) and associated data screens that CSRs use when the campaign application is run. The campaign is delivered to the CSR in the form of scripts and dialog boxes that prompt the agent through the call based on the campaign application, the customer's responses during the course of the call and information accessed from the database or entered by the CSR. The Agent enables consistent responses to customer requests or actions and helps to improve effectiveness by providing the CSR with a dynamic script that adapts to each customer's specific situation.
No. 528, www.ccsmag.com/freeinfo

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