[0] e-talk Corporation Launches e-talk Connect.Business Editors ICCM ICCM International Conference on Chemicals Management ICCM International Call Center Management ICCM International Centre for Culture and Management ICCM International Committee on Composite Materials ICCM International Council of Catholic Men Chicago 2000 IRVING, Texas--(BUSINESS WIRE)--Aug. 1, 2000 ASP Based Communication System Provides Real-time Web Chat, Data Collaboration and VoIP Tailored for Customer Contact Centers e-talk Corporation, the leading provider of contact center performance technology, today announced the launch of e-talk Connect(TM), the premier service in a new product line focused on improving e-commerce. Called the e-talk Communication System, the new line incorporates innovative online communications technology Noun 1. communications technology - the activity of designing and constructing and maintaining communication systems engineering, technology - the practical application of science to commerce or industry to provide real-time Web Chat, Data Collaboration See data conferencing. and VoIP offered in an ASP delivery model especially suited for customer contact centers. e-talk Connect enables valuable real-time interaction between customer contact center representatives and online customers. A Web site visitor can connect instantly to a representative and engage in Web Chat, share information such as Web pages and product data, and collaborate using interactive forms. Online customers can also choose to talk to representatives using Voice over IP (VoIP) in PC to PC mode or PC to PSTN (Public Switched Telephone Network) The worldwide voice telephone network. Once only an analog system, the heart of most telephone networks today is all digital. In the U.S. connections, or by requesting a standard telephone call-back. The product answers the huge dilemma plaguing eBusiness today -- service quality. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
What makes e-talk Connect different from other push-to-chat/talk products? e-talk is a company historically rooted in contact center quality. The vision brought to this application makes it simple and effective for contact centers of any size. -- Intuitive and easy to operate -- With e-talk Connect, representatives can easily "push pages" because the agent interface uses drag and drop A graphical user interface (GUI) capability that lets you perform operations by moving the icon of an object with the mouse into another window or onto another icon. For example, files can be copied or moved by dragging them from one folder to another. technology. -- Robust chat -- Another unique feature of Connect is the full duplex chat capability. This is a much more natural and efficient way of communicating than single duplex chat methods. -- Automation -- Connect's automated scripting allows companies to use standardized responses and scripted interactions to maximize efficiency while still providing great online service. -- Quick and painless ramp up Ramp Up To increase a company's operations in anticipation of increased demand. Notes: A company might 'ramp up' operations if they just signed a contract creating substantially more demand for their product. See also: Demand, Economies of Scale -- Delivered over the Internet as an ASP (hosted) application, e-talk Connect is easily implemented without the need to install or configure hardware or software at the contact center. Implementation can be accomplished in a matter of hours. -- Soft ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. -- Integral to e-talk Connect are sophisticated call alerting and routing algorithms to assist in effective and efficient Internet call handling. This "soft" ACD capability delivers valuable call routing and management for Internet communications much like traditional ACDs provide for voice calls. In other words Adv. 1. in other words - otherwise stated; "in other words, we are broke" put differently , tried and true call center routing and processing can be applied to Internet transactions. -- Web chat recording and monitoring -- e-talk Connect enables you to record and monitor your web transactions and integrates with e-talk's Performance System products. So no matter how you communicate with your customers, e-talk can help you record, monitor and manage performance. "The addition of the e-talk Communication System to our current product line allows us to offer advanced customer relationship management tools," said Michael Tamer, e-talk president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. . "e-talk Connect enables businesses to add personal interaction to their customers' online experience, to maximize service, customer loyalty and online sales opportunities." The e-talk Communication System complements and enhances the e-talk Performance System, a suite of products designed to help manage customer care center quality through training, measurement and evaluation. e-talk Connect will be shown at the ICCM Call Center Show in Chicago, August 1-3 at McCormick Place McCormick Place is an enormous exposition complex located in Chicago, Illinois. , at the e-talk booth, number 627. About e-talk Corporation Founded in 1983, e-talk, formerly Teknekron Infoswitch, provides state-of-the-art recording, performance management and Internet communication solutions for companies dedicated to improving customer relationships. The company has a documented 60% market share (Frost and Sullivan, 1999) in the quality assurance recording market. Headquartered in Irving, Texas, e-talk has more than 1000 systems installed worldwide, numerous patents and industry accolades. For more information, visit the company's Web site at www.e-talkcorp.com. |
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