|
|
|
For Release: April 14, 2002
|
1stWorks introduces hotComm Call Manager, powerful virtual Call Center software to process your Web based Call queue, delivering improved customer
service performance for visitors to your Web pages while reducing operational costs with quality Voice over IP.
Deliver a better quality of service, a lower cost of interaction, and extend your Call Center coverage on the Web. hotComm Call Manager queues call
requests then presents them online for real time attention by your Service Agents, who can be local, or anywhere in the world with Internet access.
Sudbury MA, April 14, 2002 - 1stWorks Corporation,
today announced hotComm Call Manager, a new business tool based on its patent pending collaboration technology. hotComm Call Manager securely connects visitors to your Web pages with your Service Agents, who can be located anywhere with Internet access. Your Agents can talk directly to your customers with "freeSpeech", 1stWorks Voice over Internet Protocol (VoIP) solution for a quality connection. Your Service Agents can lead customers in collaborative Web browsing, or push any content to the visitor, who gets instant service plus the human touch that only voice can deliver for far less than your current "800" call charges.
You simply place convenient active links, such as "Need help? Click here" on your Web pages. When your visitors click any of these links, hotComm Call Manager automatically launches a small Java applet, called IM-Live, creating a direct, secure, real time connection with that caller's browser. The Caller enters a name and the general question or problem, and replies to the Call Manager. The call is accepted and queued by hotComm Call Manager. The Caller immediately receives an acknowledgement and is offered the opportunity to download "freeSpeech", 1stWorks real time Voice (VoIP) option while the caller is waiting in the queue. During the queue period, the Caller sees your onscreen banners, promoting your goods and services or special offers that can be discussed with your Service Agent when the call is connected.
Service Agents, wherever they are located, see the callers in the hotComm Call Manager queue. Each Service Agent simply clicks on a call in the queue to select it, the Call Manager automatically transfers the caller's secure connection to the Service Agent who then communicates directly with the caller to answer questions in real time. Since Service Agents can easily identify the referring page and location, responses are faster, more focused and more effective. Call transcripts are automatically written to disk with a unique identity, both for Customer Service history and for later submission to a knowledge analysis engine.
A free trial of the hotComm Call Manager is available at www.hotcomm.com/downloads.asp.
Promotional pricing is $1,995 for hotComm Call Manager and 10 Service Agent copies of hotComm.
About 1stWorks Corporation
Founded in mid 2000 by executives from several successful Internet software startups and based just outside Boston, MA. 1stWorks has created a scalable peer network architecture capable of supporting secure global connections among hundreds of millions of simultaneous users, including a peer network management and application development platform. 1stWorks powerful desktop client, hotComm, connects users instantly, using secure Peer connections, to provide interactive messaging, voice, file transfer, group navigation and shared applications. All solutions are designed to deliver authenticated, real time, interactive messaging and data manipulation capabilities based on secure group communication and collaboration.
For more information on 1stWorks Corporation or on hotComm, visit www.1stworks.com.
Copyright ©2002, 1stWorks Corporation. All rights reserved. Any trademarks referenced here are the property of their respective holders.
###
1stWorks Contact:
Nigel R. Spicer
nigel@1stworks.com
Voice: (508) 541-6781
|
|
