MEDIA ADVISORY, July 25, 2005 (PRIMEZONE) --
WHAT: The increased customer demand for shopping convenience and
information accessibility has made multi-channel customer
service -- seamlessly integrating a company's Web site
with the live-agent telephone center -- an enterprise's
competitive advantage when it comes to optimizing customer
service. This is according to a White Paper entitled
"Click-to-Talk(tm) Web Customer Service: A Business Case,"
officially released by Dr. Jon Anton of the Purdue
University Center for Customer-Driven Quality and
BenchmarkPortal, Inc., a leading source of CRM best
practices for contact centers.
The majority of Web-based self-service implementations are
unable to efficiently deliver a personalized customer
service experience, or the necessary consultation
capabilities required to complete complex transactions.
Additionally, most Web sites do not allow for valuable
up-selling and cross-selling opportunities for the
enterprise. Several critical Web-based customer service
issues are addressed in the White Paper, including:
-- What would it take to make Web-based self-service more
effective, and, ultimately, an optimized revenue-
generating solution for all types of purchase-related
transactions?
-- How can the one-dimensional aspect of Web sites be
transformed into an adaptive, responsive channel to
facilitate up-selling and cross-selling, and convert
more browsers into buyers?
WHO: As an engaging solution to these issues, the White Paper
examines in detail the impact that CrystalVoice's Click-to-
Talk(tm) solution has had within the healthcare industry --
an industry known for handling some of the most complex
kinds of customer service issues. A truly unique solution,
Click-to-Talk(tm) enables a Web user to click an icon on
a Web page and be securely connected, over the Internet,
to the call center agent most able to answer their customer
service questions and/or assist them with the completion
of an e-commerce transaction. The solution is developed
by CrystalVoice Communications, which is the leading
provider of Voice over the Internet software solutions.
The CrystalVoice website is www.CrystalVoice.com.
WHERE: "Click-to-Talk(tm) Web Customer Service: A Business Case"
White Paper is available by visiting
www.BenchmarkPortal.com or www.CrystalVoice.com.
WHEN: The White Paper is available now.
MORE
INFO: For more information on the white paper, or to speak with
CrystalVoice executives regarding its solution, please
contact Valerie Christopherson of Bock Communications, Inc.
at 714.540.1030 ext. 17.