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I've never bought anything online. There. I've admitted it. Came close a
few times, though. I guess I can take solace in the fact that I'm not
alone. Every day, countless shoppers fill up their virtual shopping carts,
proceed to checkout, and inexplicably click over to another site before
completing their purchases. (A recent survey by Yankelovich Partners found
that a full 63 percent of online shoppers preferred more human interaction
before they would agree to make purchases online.) While there are many
possible reasons for this type of behavior, it seems a great many shoppers
simply don't feel comfortable enough to follow through on their best
intentions of "closing the deal."
If only there were a way to talk these people through the process of
finalizing the sale. Well you know what? There is. A whole slew of
companies are offering solutions and full-fledged services that allow a
visitor (read: potential purchaser) on your Web site to click up the phone
and ask for help.
In the simplest incarnation, these solutions involve setting up a
"call me" button on a Web site. Visitors to the site can then
click on that button to speak with a live representative who will be able
to assuage any fears the shopper may have regarding security or privacy as
well as answer any questions the visitor may have regarding any aspect of
the purchase. It also gives the representative a terrific opportunity to
up-sell or cross-sell a wide array of products or services.
VOICE AS A SERVICE
Lipstream
Lipstream Networks created their
full duplex voice service with a mass-market consumer audience in mind.
Thus the technological hurdles are fairly low and easy to overcome. For
example, users need only a 28.8 Kbps connection, speakers, and a
microphone to use the voice service, and with most multimedia-ready PCs
incorporating the fastest processors and modems, as well as standard
speakers and microphones, it's hardly a stretch to find users who are
ready to take advantage of Lipstream's service.
The Lipstream client is a miniscule ActiveX control or Netscape plug-in
that downloads in less than a minute and auto loads on most browsers. As
for the back-end network, Lipstream has partnered with Qwest,
thus ensuring a global IP-based fiber-optic network will be used to carry
the conversations. Lipstream has also partnered with Qualcomm,
who provides the Lipstream solution with a pure voice codec. The company
chose UDP (User Datagram Protocol) to deliver voice data over the Internet
as opposed to TCP (Transmission Control Protocol), which they feel adds
unnecessary latency and packet overhead, which in turn, would contribute
to a lower overall quality experience for the user.
At press time, Lipstream had just announced a new partner, Africana.com,
Inc. The partnership allows visitors to the Africana.com site to use
Lipstream's PC-to-PC live voice service to meet, exchange ideas, and learn
about African American culture and history. According to Darrol Roberts,
COO and president of Africana.com, "By adding Lipstream's Live Voice
chat service, we have provided a great way for our visitors to interact
with one another to share ideas."
AudioTalk/HearMe
Another vendor taking the service approach is AudioTalk.
As this article was being put together, the company announced that they
had agreed to merge with HearMe, a
company specializing in text, voice, and video chat. AudioTalk's
technology -- standards-based (H.323, SIP) live chat and click-to-talk
capabilities -- are a welcome addition to HearMe's portfolio.
Specifically, HearMe customers are no longer limited to just the Web.
Taking advantage of the AudioTalk piece of the puzzle, subscribers can now
connect to any offline telephone. Furthermore, AudioTalk's corporate focus
is also a welcome addition to HearMe's primarily consumer-oriented
service.
Several notable features of the AudioTalk/HearMe solution include:
- Firewall compatibility for use by corporate customers;
- Automatic gain control to eliminate microphone configuration;
- User moderation for the ability to manage and control group
discussions; and
- Simultaneous (full duplex) two-way communication.
VocalTec
Timing is everything. As the deadline for submitting this article was
drawing near, VocalTec announced a
new ASP (Application Service Provider) initiative, Surf&Call Network
Services. The idea is to enable e-commerce "storefronts" to
provide voice integration, co-browsing, and more to their customers
shopping online, with the obvious goal of increasing customer retention
and increasing revenues.
Describing the new service, VocalTec indicated that Surf&Call
Network Services offers the three most important things e-commerce
businesses have requested to extend their Web presence:
- Simple, direct, and instantaneous voice communication from the
customer's computer -- no callbacks or second lines, just click and
talk immediately;
- Multiple choices in the means of achieving live, human interaction
including live voice from the PC; and
- A proven platform that can be integrated without disruption to
current operations.
BUTTON FEVER
In addition to the types of vendors mentioned above, there are those
companies who are focused on the underlying technology, who then offer
their solutions to e-commerce companies eager to reap the benefits of
Web-enabled access to their customer service agents.
Access Power, eFusion,
Net2Phone, and others all offer
solutions that can essentially help turn a Web site into a point of sale
terminal. Some of the other vendors offering such solutions include the
likes of Cisco Systems, Servicesoft,
Ericsson -- and if you're looking
for a complete Web-enabled call center solution -- CosmoCom.
In a nutshell, these companies offer technology designed to enhance a
Web site's e-commerce services using voice over IP. When a user visits a
site that has been enabled with a call button, they can quickly and easily
connect to a customer service representative by clicking that button. As
mentioned above, the technology hurdles that need to be cleared before
taking advantage of this technology are fairly low. In most cases a PC
running (at least) Windows 95 with a minimum 28.8 Kbps Internet
connection, together with a multimedia headset or speakers/microphone
combination is all it takes to start talking to a real live agent.
Most of these solutions take the form of either a Java applet or an
ActiveX control that is downloaded to the user's PC. Some vendors allow
Web storefront proprietors to brand the buttons, thus creating brand
awareness and another point of marketing toward the consumer. The
advantages of deploying a call button on a Web site are many. Some have
been mentioned already, others include:
- A decrease in site or shopping cart abandonment;
- Increased customer satisfaction;
- Increased sales and up-sell opportunities;
- No need to build out and maintain an expensive IP infrastructure;
- A way for businesses to immediately address concerns of potential
customers;
- Ability to escalate problems if e-mail or text chat do not serve to
resolve the issue;
- Ease of use for customers; and
- Can be completely free of charge for customers, thus increasing
usage.
CONCLUSION
In a business environment that's becoming ever more competitive, with the
perceived need for customer service that goes the extra step, and with the
technology to "live-agent" enable an e-commerce Web site
becoming readily available, it's becoming clear that adding voice to your
site is going beyond being some rare luxury. It's becoming a necessity.
And with the cost of entry so low, it's definitely worth taking a look at
some of the vendors mentioned in this article. As always, I urge readers
to pick up the phone or visit the vendors' Web sites (where you might just
be able to click through to a representative). Do your homework before you
choose a solution that's right for you. But, keep in mind, some of your
competitors might already be well on their way.
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Services News
NMS Unveils PacketMedia Strategic Solutions
Natural MicroSystems has announced PacketMedia, a standards-based,
carrier-class IP media server solution. PacketMedia offers support for
enhanced services applications with real-time media streaming with
simultaneous play and record for carrier-grade sound quality and
functionality. PacketMedia enables communications equipment providers to
rapidly deliver to new carriers new hardware/software platforms capable of
supporting a wide range of next-gen IP-based applications and enhanced
services. PacketMedia is designed to support media streaming on existing
and future NMS platforms.
No. 540, www.itmag.com/freeinfo
Intel To Acquire VTG
Intel has announced that it has entered into a definitive
agreement to acquire Voice Technologies Group in a cash transaction. The
acquisition provides Intel and its Dialogic subsidiary with leading edge
capabilities and features to enable most leading PBX systems sold
worldwide to work with Dialogic's computer telephony server systems and IP
gateways (equipment used to link to the Internet). In addition, VTG will
help expand Dialogic's current portfolio of PBX products. The VTG
acquisition will further Dialogic's objective of helping to enable the
integration of sophisticated applications -- such as IP telephony, unified
messaging, speech-based auto attendant and call center applications --
with PBX systems. Intel and Dialogic will gain access to VTG product
lines, intellectual property, technology, expert engineers, and facilities
in order to enable new products that accelerate the convergence of PBX and
Internet technologies.
No. 541, www.itmag.com/freeinfo
Toshiba Announces Integrated VoIP Card
Toshiba America Information Systems Telecommunications Sys-
tems Division (TAIS TSD) has announced its new VoIP card for the Strat
DK424 and DK40i business telephony systems. The VoIP card is an IP
solution that offers seamless integrated voice and fax Internet
transmission from a Toshiba Strata DK424 or DK40i business telephone
system. "The new VoIP card allows users of Toshiba's Strata DK424 and
DK40i systems to seamlessly bridge their voice and fax communications over
any digital TCP/IP network, maximizing communication capabilities, without
incurring large cash outlays," said Dave Mandeville, vice president
marketing at Toshiba Telecommunication Systems Division.
No. 542, www.itmag.com/freeinfo
Dialogic Intros New DS3 Offering
Intel and its Dialogic subsidiary announced availability of the
DS3 high-end network interface card used by developers for building robust
public network applications. The DS3 joins a complete family of Dialogic
CompactPCI products and solutions for the public network, including
QuadSpan voice processing products, SS7, ATM, and IP telephony products.
The combination of CompactPCI and DS3 gives developers high density,
allowing them to cut costs by building smaller-footprint solutions.
No. 543, www.itmag.com/freeinfo
TalkVISUAL Uses Solectek's MP1100 Bridges
Solectek and TalkVISUAL are working together to develop services
that deliver high-speed wireless video-over-IP solutions linking
TalkVISUAL locations into a Virtual Private Internet Network. Moreover,
Solectek and Talk-
VISUAL plan to take this relationship further in a joint effort to
continue the development of video-over-IP wireless WAN services. Both
companies feel that their combined expertise, products, and service
offerings blend well to further develop this solution.
No. 544, www.itmag.com/freeinfo
PhoneFree.com Launches New Site And Software
PhoneFree.com has announced the launch of its new Web site and
introduction of Version 6.1 of the company's software package.
PhoneFree.com has introduced several improvements, including a new site
design and Internet phone, expanded features, and a more user-friendly
navigation. Phone-
Free.com is "letting freedom ring" by providing consumers and
companies with a new standard in worldwide multimedia communications which
harnesses the power and the technology of the Internet to allow people to
break free from the costs and hassles of traditional phone service.
No. 545, www.itmag.com/freeinfo
Broadmedia Announces freeTone-Global
Broadmedia has announced the availability of freeTone-Global, a
phone-to-phone Internet-based long-distance service that enables
businesses to call any worldwide destination at low rates. This service is
designed for single-site corporations, SOHOs, and other business
environments where a direct site-to-site Internet telephony connection
(such as basic freeTone) isn't possible. With freeTone-Global service,
customers do not need to purchase any new network or computer equipment.
Broad-
media provides the Internet gateway hardware either on or off the customer
premises as part of the freeTone-Global service.
No. 546, www.itmag.com/freeinfo
RangeStar Expands Wireless Capabilities With Bluetooth
RangeStar Wireless has unveiled a Total Bluetooth Solution that
will enable the simplification of interaction between people, as well as
wireless devices. Leading industry manufacturers have attempted to speed
the development of Bluetooth devices and applications. RangeStar's latest
solution offers companies of all sizes and industries the ability to
reduce development time, lower cost, and integrate cutting-edge embedded
(internal) antenna technology into Bluetooth applications.
No. 547, www.itmag.com/freeinfo
ITXC Has Record Two Million Minute Peak Day
On March 5, ITXC carried more than two million minutes of wholesale
Internet telephony traffic on ITXC.net, ITXC's global infrastructure
providing consistently high quality for real-time voice and voice-enabled
e-commerce over the Internet. Increased volume came both from ITXC
webtalkNOW! Service, and the company's core phone-to-phone service, WWeX-
change Service. To facilitate ITXC's network expansion and new enhanced
service products, ITXC opened its third super PoP located in Jersey City,
NJ. This and all other ITXC-owned super PoPs feature SS7 capability to
meet the requirements of the company's tier one customers.
No. 548, www.itmag.com/freeinfo
Geoworks Extends Mobile Customer Service
Geoworks has launched Mobile ASP, Geoworks' mobile communications
solution for enterprise clients. Mobile ASP is designed to provide
companies with the technology and services necessary to extend their
operations, communications, and customer service initiatives to the mobile
medium and to achieve enhanced immediate business-to-consumer
communications. "With Mobile ASP, Geoworks is scaling its patented
server technology and mobile media expertise to make it easier for a wide
variety of companies to meet the needs of their mobile customers,"
said Dave Grannan, CEO and president of Geoworks.
No. 549, www.itmag.com/freeinfo
ipx Announces T-Portal
ipx has announced the creation of T-Portal (Telecommunications
Portal), a group of international telecommunications companies dedicated
to advancing new technologies. T-Portal is a business and technological
vehicle for creating and marketing advanced telecom applications. T-Portal
is an industry-wide collaboration of hardware manufacturers, software
providers, service providers, access providers, and applications providers
making a unified effort to radically change the way Internet-related
communication services are deployed around the world.
No. 550, www.itmag.com/freeinfo
RealNetworks, Net2Phone Join Forces
RealNetworks and Net2Phone have agreed to utilize the distribution
capabilities of the RealPlayer, providing more than 95 million unique
registered RealPlayer users access to Net2Phone's PC-based Internet
telephony software and services. Under the agreement, Net2Phone will gain
valuable access to the vast RealPlayer user base, and the Net2Phone
service will be promoted across the Real.com network of Web sites.
RealPlayer users in the United States who download and register for
Net2Phone will also receive 100 free minutes of domestic usage and a
complimentary headset.
No. 551, www.itmag.com/freeinfo
MIND-iPhonEX To Include Convergent IP Services Billing
MIND has announced that MIND-iPhonEX has been enhanced to support IP
services billing. MIND-iPhonEX gives ISPs the key technological element
required in supporting even the most ambitious business strategy. The new
product developments furnish ISPs, ITSPs, and telcos with a convergent,
real-time solution for billing diverse IP services. MIND-iPhonEX provides
the means for rapid deployment of new services. The current billing and
customer care solution from MIND provides real-time, carrier-grade IP
telephony billing for major telcos and ITSPs worldwide.
No. 552, www.itmag.com/freeinfo
XACCT and TeleKnowledge Offer Billing, Customer Care
XACCT Technologies and TeleKnowledge have entered into an
agreement under which the companies will integrate the XACCTusage platform
with TeleKnowledge's Total-e value-based billing solution, allowing
broadband service and content providers to deliver advanced billing and
customer care solutions. As value-added services such as VPN, IP fax, IP
telephony, and streaming multimedia emerge on the Internet, broadband
providers are realizing that they must go beyond a flat-rate pricing model
to design and execute innovative pricing models for services based on any
combination of consumer-driven value metrics. The integration of
XACCTusage and Tele-
Knowledge's Total-e solution enables customers to create flexible, usage-
and value-based billing models for IP-based voice, video, and data
services.
No. 553, www.itmag.com/freeinfo
iCall Announces Multi-Partner Consumer Service
iCall has announced a global, multi-partner consumer service which
delivers inexpensive, easy-to-use real-time connections without the
hassles of call backs, pre-registration, advanced purchase, or
pre-approvals. This service is possible through the development and
deployment of iCall's patent-pending VoIP platform. iCall combines
proprietary patent-pending technology and solutions from IP telephony
industry leaders to enable foreign and domestic telcos to offer low-cost
international collect calling for their customers.
No. 554, www.itmag.com/freeinfo
Natural MicroSystems Delivers NaturalConference
Natural MicroSystems has announced NaturalConference, a software solution
that provides real-time, multi-party conferencing capabilities on the
company's Alliance Generation family of IP telephony hardware.
NaturalConference is designed for conferencing service providers who
deliver highly-integrated, multi-feature conferencing systems to companies
who are not equipped to deploy and maintain their own service. By
utilizing DSP processing power and a standard telephony interface
available on NMS's AG platform, NaturalConference is a highly integrated
software solution that provides rapid conferencing service development and
deployment.
No. 555, www.itmag.com/freeinfo
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