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For Release: August 14, 2002
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1stWorks introduces hotComm Call Manager, powerful virtual Contact Center software to manage and process your Web based Call queue, delivering improved customer service through rich and personalized multimedia collaboration for the visitors to your Web pages.
Deliver better QoS, a lower cost of interaction, and extend your Call Center coverage to the Web. hotComm Call Manager queues call requests from your Web page visitors then presents them online for real time attention by your Service Agents, who can be local, or located anywhere in the world with Internet access.
Sudbury MA, August 14, 2002 - 1stWorks Corporation today announced upgrades to hotComm Call Manager, its virtual Contact Center software, with the addition of full motion video and secure application sharing. hotComm Call Manager securely connects visitors to your Web pages with your Service Agents. Your Agents can talk directly to your customers with "freeSpeech", 1stWorks Voice over Internet Protocol (VoIP) solution, while also sharing full motion video for a more personal 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
IM-Live, a small Java applet, which creates a direct, secure, real time connection with that caller's browser. The Caller enters a name and the general question or problem, and clicks connect. The call is automatically accepted and queued by hotComm Call Manager for attention by your Service Agents. The Caller is also presented with an opportunity to download "freeSpeech", 1stWorks real time Voice (VoIP) option while waiting in the queue, if they have speakers and a microphone.
During the queue time, the Caller is also presented with 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 Queue. Any Service Agent simply clicks on a call in the queue to select it based on your policies and Call Manager automatically transfers the caller's secure connection to the Service Agent, who communicates directly with the caller to answer questions and solve problems in real time. Since Service Agents can easily identify the referring page for the question, responses are faster, more focused and more effective. Service Agents can chat, talk, listen, display documents, display video, visit Web pages and push files or upgrades, to the Caller, all without the Caller installing an executable, all through the IM-Live Java applet. hotComm's powerful Abbreviation/ Expansion feature means that the Service Agents can deliver prepared responses, both on the screen and through the Caller's speakers, by typing a two character code. Call transcripts are automatically written to disk with a unique identity, both for Customer Service history and for later submission to a Corporate knowledge analysis engine.
A free trial of the hotComm Call Manager is available at www.hotcomm.com/downloads.asp
Pricing is $1995 for hotComm Call Manager and there is a combo pack price of $3995 which includes hotComm Call Manager and 10 Service Agent copies of hotComm Professional.
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.
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Contact
Nigel Spicer, 1stWorks Corporation, (508) 541 6781
Nspicer@1stworks.com
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