Headlines
MediaRing Offers Voice-Enabled Electronic Marketing
Solution
MediaRing, has introduced VoizLetter, an Internet-based solution designed
to enable organizations and businesses to bring voice to e-marketing
campaigns and electronic newsletters. VoizLetter aims to be a
cost-effective marketing tool that can help increase sales, responsiveness
and customer loyalty. The product is easy to set up and deploy, and
businesses can create the design of the newsletter and provide the
accompanying audio. An e-mail with a URL for the voice-enabled newsletter
can be sent to their customer base. Customers are then able to click the
URL and link directly to the VoizLetter. The audio for the newsletter is
then launched through the default browser. Customers can view the Web page
contents while hearing the company's audio message. The Web page also
provides viewers with an option to click on other e-commerce links located
within the VoizLetter and reply to the newsletter with their own audio
message.
No. 500, www.ccsmag.com/freeinfo
Telera Offers Web-Driven Application Services
Telera has announced the release of Telera Contact Center Connect and
Telera Connect, two new services designed to enable businesses to deliver
voice applications with improved flexibility, cost-effectiveness and
speed. The new services use voice XML technology to deliver Web-powered
communications applications to telephone-based customers and offer the
benefits of outsourcing, while total control over applications remains in
the hands of the enterprise. Telera extends call handling and management
as well as the delivery of business intelligence to the edge of Telera's
Intelligent Communications Network (ICN) to maximize use of enterprise
resources and provide improved scalability and reliability on a
distributed platform. Telera Connect enables enterprises to build, deploy
and change inbound speech-enabled and touch-tone interactive voice
response (IVR) and outbound notification applications. Call flows and
messages can be customized on a per-call basis to help maximize caller
satisfaction, efficiency and revenue generation. Personalization is
accomplished using the same open-standard Internet tools that are used to
provide one-to-one interaction with customers through the Web and can be
extended to queue time, where specific upselling messages can be played to
the caller. If desired, callers can be connected to a contact center agent
for live assistance. Queuing for callers on hold is performed at the edge
of the network, helping reduce the need for overflow ports and expensive
tie lines between multisite contact centers. Businesses also have the
option of deploying full speech recognition functionality on a
pay-as-they-go basis. Telera Connect also offers businesses the ability to
place personalized outbound calls to notify their customers about events,
promotions and other important information such as flight delays and stock
market conditions. At the end of a notification, users can be prompted to
exercise a transaction or connect to an agent for immediate service.
No. 501, www.ccsmag.com/freeinfo
Motive And Synet Form Partnership For Customer Care
Motive Communications, Inc., a provider of online customer care
solutions, has announced that Synet Service Corporation has become a
Motive Consulting Partner and will offer its Rapid Results Methodology to
organizations planning and implementing Motive-based solutions for
e-business. Synet is a consulting and integration firm that helps
companies optimize the availability and reliability of their e-business
and enterprise applications and networks. Synet's Rapid Results
Methodology was designed to ensure the on-time, on-budget implementation
of a complete solution that can yield business-based results, including
specific, measurable improvements in service levels and efficiency. The
two companies have signed a partnership agreement that covers joint sales,
marketing, solutions development and services delivery. Synet will help
Motive meet market demands for e-service solutions by providing a range of
value-added consulting and implementation services including: e-service
strategy, business case development, process engineering, organizational
development, system integration and project management.
No. 502, www.ccsmag.com/freeinfo
Splashnet.com To Offer ASP Model
Splashnet.com has announced the creation of a new initiative under which
its Web-based subscription customer relationship management solution can
be marketed as a private brand for companies looking to extend CRM
capabilities to their customers. Under Splashnet.com's Key Alliance
Partner Program, businesses can become application service providers (ASPs),
offering full CRM functionality, including contact, calendar, opportunity
and account management; order entry and tracking; customer support
activities; and personal Web-page development, via the Internet and with
no need to purchase or download software. Splashnet.com is available as a
pure ASP model under which a company can lease the rights, host the
service and brand it as a private offering. Alternatively, companies can
offer the service under a co-branded agreement through which Splashnet.com
hosts the application for a fee and pays a commission to the partner
portal.
No. 503, www.ccsmag.com/freeinfo
AppCity Launches Service To Develop Tailored Internet
Applications
AppCity, Inc. has announced a service to develop and deploy tailored
Web-based employee and customer relationship management applications in
one day. The company feels the Internet has created the expectation that
businesses deliver "data-on-demand" to their customers and
employees. Through this service, AppCity enables businesses to meet this
competitive requirement. To accomplish this, AppCity uses a deployment
platform to eliminate costly programming to create and deploy more
affordable solutions. To develop the applications, businesses discuss
their requirements with AppCity and the application is developed and
deployed the next day. The company offers pay-per-use pricing for
customer-facing applications and per-seat pricing for employee-facing
applications.
No. 504, www.ccsmag.com/freeinfo
ShowCase Corp. Introduces New Version Of Its Information
Portal Solution
ShowCase Corporation has announced a new release of the ShowCase
Enterprise Information Portal (EIP). First introduced in May 2000, the new
EIP application now integrates version 4.0 of IntraNet Solutions, Inc.'s
Xpedio Web content management systems with ShowCase's STRATEGY data
warehousing and business intelligence suite. ShowCase maintains a
licensing agreement with IntraNet Solutions, which gives ShowCase rights
to sell Xpedio as part of the EIP solution to its AS/400 customer base.
The enhanced ShowCase version offers users expanded Web content management
capabilities that facilitate real-time contribution, management and
distribution of information between multiple sources. Xpedio provides
rapid deployment of scalable business-to-business and business-to-employee
Intranet and Extranet applications; the latest release features expanded
searching and indexing, business personalization and Web site development
and publishing capabilities.
No. 505, www.ccsmag.com/freeinfo
Software911 Releases Version 2.0 Of eService Portal
Software911 has announced the release of version 2.0 of its
eService Portals. The new version enhances FAQ, document and staff
management functions, streamlines inquiry management, features e-mail
capture, attachments capabilities and an integrated spell checker. Version
2.0 allows users to capture customer e-mail stored in corporate mailboxes
in addition to submissions from the Web. All follow-up e-mail
correspondence can be managed through the Administration Portal. Messages
can be captured, stored, tracked and managed through the portals. New FAQs
can be more easily converted to knowledge and published on the Web, thus
providing answers to new visitors needing the same information. File
attachments are supported in the new version, as well. Files in any
formation, including all Microsoft applications as well as audio and video
clips, may be attached to both Web site visitor e-mail and e-service
representative responses. Additionally, a number of enhanced staff
management functions have been added. Administrative access can be
configured to allow access to all administrative functions or to limit
access to the functions within an assigned group. Individuals may be
granted the ability to either instantly publish to the Web site or
recommend content to their manager. Staff may also designate backups to
cover their area of responsibility during periods when they are
unavailable.
No. 506, www.ccsmag.com/freeinfo
WebTelecom Debuts Live Contact Service
WebTelecom has announced the launch of its new Live Contact
Service that allows businesses to add voice, video, text chat and
co-browsing capabilities to their Web sites. WebTelecom aims to help users
of its new offering enhance their Web sites, advertising banners, PDF
files, text documents or Web browser bookmarks with single-click access to
the four interactive eCRM tools: text chat, co-browsing, voice and video.
The text chat feature delivers written communication between two parties.
It provides a large dialog display for ongoing conversations, each side of
which is displayed in a different color. Co-browse allows both visitor and
company representative to simultaneously view the same Web page, allowing
for a collaborative process. The voice feature enables customers and
representatives to engage in online, real-time conversation. It is a
natural voice capability that provides the intonation, emotion and
personality that can help humanize a company's Web site. Finally, the
video uses a PC Web cam so visitors can experience live video interaction
with a company representative or colleague.
No. 507, www.ccsmag.com/freeinfo
Support.Com Delivers E-Support Solution
Support.com, Inc. has launched the Support.com Product Suite 4.0,
a software solution designed to enable customers to provide Internet-based
service and support to clients and customers worldwide in six languages.
Additionally, new SmartIssue technology, included in the suite, can make
self-service more effective by allowing customers to automatically
analyze, manage and route SmartIssue information based on real-time
business rules. It can also enable organizations to connect users via the
Web with the correct support resource, regardless of whether the user is
internal or external to the organization. The complete product includes
User Center, an application that provides users with self-service
capabilities; The Support Center, an application that provides a suite of
tools for remote assisted service; The Support Portal Hub, a platform that
enables virtual support networks that link internal and external users to
the right support resource; The Foundry, an environment for content
authoring and management; Integration Activators, modules for leading
call-tracking systems; and RightAnswers.com Knowledge Base, a
business-to-business support knowledge base from ServiceWare.
No. 508, www.ccsmag.com/freeinfo
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