AT&T to integrate web and long distance network to let surfers click to talk to a service agent.PARSIPPANY, N.J.--(BUSINESS WIRE)--Aug. 27, 1996-- -- Provides "live" telephone conversations and secure 'net transactions AT&T today announced a new element of its strategy to fuse the World Wide Web with its long distance network to make commerce over the Internet safer and easier. A trial service, to be launched in October, will allow web surfers to click on an icon to initiate a telephone conversation with a customer service agent. Additionally, the agent will be able to send images to a customer's screen to illustrate the products or services being discussed. The telephone conversation is provided through the AT&T network and simultaneously the image is transmitted through the Internet. Consumers will be able to get "instant answers" on demand and make secure credit card purchases with the added benefit of personal interaction. Businesses will benefit from a new sales channel and more completed transactions. AT&T is the first company to announce this type of network-based, two-way, agent-assisted transaction processing Updating the appropriate database records as soon as a transaction (order, payment, etc.) is entered into the computer. It may also imply that confirmations are sent at the same time. Transaction processing systems are the backbone of an organization because they update constantly. technology for the Internet, code named Project iA, for instant Answers. "AT&T is capitalizing on its superior network, toll-free services, and web hosting services A web hosting service is a type of Internet hosting service that allows individuals and organizations to provide their own websites accessible via the World Wide Web. Web hosts are companies that provide space on a server they own for use by their clients as well as providing to make it easy for both businesses and consumers to do business electronically," said David Nagel, president of AT&T Labs. "This is just one more step in evolving our technology to make the web a more effective merchandising space. Project iA technology will be most attractive to companies with complex transaction processes such as the travel industry, financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , dealer/franchise organizations, and technical help-desk services." By hosting technologies such as Project iA in the network, AT&T can save businesses time, money, and frustration. Companies will be able to implement the service and generate more revenue quickly, save the large capital investment usually required for hardware and software, and rely on AT&T to administer, maintain, and upgrade the technology. Additionally, this capability will work with other network-based services to reduce the risk of technical obsolescence ob·so·les·cent adj. 1. Being in the process of passing out of use or usefulness; becoming obsolete. 2. Biology Gradually disappearing; imperfectly or only slightly developed. and provide the superior security and reliability that customers expect from AT&T. The first companies to participate in the Project iA trial are Consumers Car Club; Personal Mortgage Corporation; Stahls', Inc., producer of stock and custom graphics and equipment for sports teams; Roche Diagnostic Systems, a division of Hoffmann-La Roche Inc.; and TeleService Resources, one of the world's largest telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. and reservations services. TeleService Resources will use the Project iA technology to book reservations for one of its customers, Small Luxury Hotels of the World. A typical scenario A web surfer visits a travel agency's web site and becomes interested in a 7-day tour package to Hawaii, but she wants to find the hotel closest to the volcano volcano, vents or fissures in the earth's crust through which gases, molten rock, or lava, and solid fragments are discharged. Their study is called volcanology. biking tours. She enters her phone number in the designated field and then clicks on the "call me now" icon. The AT&T network sets up a call between the customer and the web site's call center agent. The two are connected and start discussing lava flows. The call center agent can send other images such as island maps or accommodations photos (economy, deluxe de·luxe also de luxe adj. Particularly elegant and luxurious; sumptuous: deluxe accommodations; a de luxe automobile. adv. , and suites) to the user as they are talking. The user can make a reservation over the phone and close the transaction. This example of full two-way interactivity with iA technology requires that web surfers have two phone lines, one connecting to the Internet, and one connecting the voice call. During the trial, the Project iA technology also will function with one phone line, but the agent could not send images to the user, as the Internet connection would be lost. The voice call is connected through the AT&T network. In the future, AT&T expects to support both the voice and data calls over a single phone line. The planned iA technology will be compatible with popular web browsers The following is a list of web browsers. Historical Historically important browsers In order of release:
Testing the web waters During the market trial, AT&T will evaluate the most appropriate pricing structures, service features and functions to best meet a variety of customer needs. Upon successful completion of the trial, AT&T expects the service to become available during the first half of 1997. About AT&T EasyCommerce Services Project iA technology is being developed through AT&T EasyCommerce Services, which provides applications, platforms and transaction capabilities to allow businesses to easily conduct business electronically. AT&T EasyCommerce Services is the world's largest messaging provider, reaching over 160 countries and supporting AT&T's message-enabled electronic commerce technologies, as well as Web hosting Making a Web site available on the Internet. Many ISPs host a few personal Web pages for an individual at no additional cost above the monthly service fee, but the address is subordinate to the ISP; for example, www.friendlyisp.com/pat_smith. and electronic data interchange See EDI. (application, communications) electronic data interchange - (EDI) The exchange of standardised document forms between computer systems for business use. EDI is part of electronic commerce. (EDI (Electronic Data Interchange) The electronic communication of business transactions, such as orders, confirmations and invoices, between organizations. Third parties provide EDI services that enable organizations with different equipment to connect. ). AT&T's Strategic Call Center Solutions business provides end-to-end services for companies with call centers of all sizes. Its robust portfolio of solutions offers a wide spectrum of call center services from design, consulting, and training, to sophisticated performance improvement technology and advanced routing solutions. Those interested in more information on AT&T EasyCommerce Services may visit the AT&T site at: http://www.att.com/easycommerce or call 1-800-7HOSTIN, department 123. Editor's note Editor's Note (foaled in 1993 in Kentucky) is an American thoroughbred Stallion racehorse. He was sired by 1992 U.S. Champion 2 YO Colt Forty Niner, who in turn was a son of Champion sire Mr. Prospector and out of the mare, Beware Of The Cat. Trained by D. : All AT&T news releases are available on-line at AT&T's web site, http://www.att.com/press. -0- AT&T Project iA Trial Customer Applications These four companies are among the first to trial AT&T's Project iA, ("instant Answers") technology that combines the Internet's speed with an on-demand connection to a customer service agent. Consumers Car Club, San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden , Calif. (http://carclub.com) This nine-year old company is an information and buying service that helps consumers make informed buying decisions on every aspect of vehicle ownership. With the September introduction of its web site, any visitor will have access to detailed descriptions of Car Club offers, as well as all services and reduced rates on hundreds of automotive-related products and services. The web site will be the primary focus of its business in the future, as the company seeks to take advantage of the web and Project iA's speed, cost-effectiveness, broad geographical reach, and two-way communication Two-way communication is a form of transmission in which both parties involved transmit information. Common forms of two-way communication are:
"So often web surfers get frustrated frus·trate tr.v. frus·trat·ed, frus·trat·ing, frus·trates 1. a. To prevent from accomplishing a purpose or fulfilling a desire; thwart: because they're clicking around a site, unable to find what they're looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. ," says Michael London, 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. . "We think iA will help overcome that obstacle while making doing business with us convenient in three different ways: by calling 1-800-CARCLUB, accessing our web site, or combining the two via the iA technology." Contact: Jim Carolan, Senior Vice President, 415-956-9000, jcarolan@carclub.com Roche Diagnostic Systems, Branchburg, N.J. (www.roche.com) A division of health care giant Hoffmann-La Roche Inc., Roche Diagnostic Systems (RDS (1) (Remote Data Services) A set of programming interfaces from Microsoft that enables users to update data on the Internet or intranets from their ActiveX-enabled browser. ) develops, manufactures and markets medical diagnostic test kits, reagents and sophisticated analytical instrumentation for lab professionals worldwide. RDS plans to use the trial to facilitate and speed a successful market introduction for its flagship standout, the Cobas Integra(TM), a high-end, clinical chemistry analyzer. The iA technology will allow agents to discuss the complex system with lab specialists while illustrating their points by showing the extensive technical data associated with such high-end equipment. Aided by technical specs (SPECificationS) The details of the components built into a device. See specification. , validation protocols, descriptive graphics, performance data, etc., agents can better explain the system's unique value proposition to prospective buyers. It also will use iA to minimize costly troubleshooting service calls and reduce customers' equipment downtime The time during which a computer is not functioning due to hardware, operating system or application program failure. . "We expect the immediacy im·me·di·a·cy n. pl. im·me·di·a·cies 1. The condition or quality of being immediate. 2. Lack of an intervening or mediating agency; directness: the immediacy of live television coverage. and real-time dialog capability to be a big customer-pleaser," says Carol Pino, manager of the RDS Resource Center. Contact: Paula Evangelista, Public Policy and Communications, 908-253-7660, paula.evangelista@roche.com Stahls', Inc. St. Clair Shores, Mich., (www.stahls.com) Stahls' is a manufacturer of stock textile and graphics and custom computer graphics and equipment for printing on clothing, signs and other promotional items Promotional items or promotional products refers to articles of merchandise that are used in marketing and communication programs. The items are usually imprinted or decorated with a company's name, logo or message, using techniques such as Embroidery, Silkscreen, or used in the sporting industry. It considers its AT&T-hosted web site to be an increasingly important informational tool, and sees iA technology as a way to eliminate the cumbersome back-and-forth time between calls and web site searches, thereby making online commerce more convenient. Stahls' will use iA technology to process Internet-generated orders, allowing agents to show catalog catalog, descriptive list, on cards or in a book, of the contents of a library. Assurbanipal's library at Nineveh was cataloged on shelves of slate. The first known subject catalog was compiled by Callimachus at the Alexandrian Library in the 3d cent. B.C. examples while discussing how they might be customized; elaborate on technical application tips; walk customers through completion of order forms; etc. "Visual presentation is a key element to successful marketing in our business because customers want to see what their graphics will look like -- and that's something you just can't do over the phone," says Rory Skinner, Stahls' systems and communications manager. Contact: Carlene Gray, Director of Marketing, 810-772-6161 x4900, grayc@stahls.com TeleService Resources, Inc. (TSR (Terminate and Stay Resident) Refers to a program that remains in memory when the user exits it in order that it be immediately available at the press of a hotkey. ), Fort Worth, Tex., for Small Luxury Hotels of the World (London, England), www.slh.com/slh/ TSR is one of the world's largest providers of private-label telemarketing and travel reservation services, serving Fortune 500 companies, travel businesses and government agencies around the world. Since 1986, TSR multilingual mul·ti·lin·gual adj. 1. Of, including, or expressed in several languages: a multilingual dictionary. 2. booking agents/consultants in Dallas/Fort Worth, Brussels, Sydney and Tokyo have handled reservations for Small Luxury Hotels of the World's luxury accommodations bookings at elite and exotic hotels and resorts for an upscale clientele. With Project iA technology, TSR sees an opportunity to bridge the time lapse and potential sales loss between web site visits and agent phone calls to close the booking. "Although other reservations services offer Internet-based booking, most people are still uncomfortable about sending credit card numbers over the Internet," notes Stephen Webb, TSR marketing manager. "They still want to talk to a live person to complete the transaction and ask questions -- especially with the high-end properties SLH handles." Contact: Stephen Webb, Marketing Director, 817-355-8211. CONTACT: AT&T AT&T Janet Stone Mike Lordi 201-331-4144 office 908-221-6382 office 888-249-6478 pager 888-239-0367 pager janetstone@attmail.com mlordi@attmail.com |
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