Business Evolution Announces Customer Win: Micro Warehouse to Deploy oOnce Express.PRINCETON, N.J.--(BUSINESS WIRE)--Sept. 2, 1998-- Top Computer Retail Site to Implement Live Customer Support Business Evolution announced today that Micro Warehouse will deploy its @Once Express customer support software. With @Once Express, all queries to the Micro Warehouse site will be prioritized and assigned a service margin, and then be routed accordingly to either e-mail or live messaging queues. Launch of the service will mark the first time that a major online computer retailer will enable live, Web-based communication for consumers. Micro Warehouse had evaluated many straightforward e-mail programs Software in the user's computer that can access the mail servers in a local or remote network. Also known as an "e-mail client," "mail client," "mail program," and "mail reader," it provides the ability to send and receive e-mail messages and file attachments. for its customer service needs. After testing @Once Express, however, the company realized that live, site-based customer service will be crucial in gaining a competitive advantage over other computer retail sites. The software comes in Java and HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. versions, making it accessible to all Web users. @Once Express software assigns a high or low priority service margin to each query 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. several metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. . First, customers select what type of query they have (orders, technical, other). This selection is cross-referenced with a record of which pages the customer visited, the time spent there, and when available, the customer's past purchasing history. "The comprehensive tracking and routing features in @Once Express will give Micro Warehouse optimal control over the 1000 e-mails they get each day" said P.V. Kannan, 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. of Business Evolution. "Some will need a live message, others will still need e-mail, but all will be prioritized, with full context available for every single request." @Once Express, a client-server application with a client interface written in Java or HTML, is one module in the @Once Service Center series. @Once Service Center also includes one-to-one chat functionality for customer support, and an automatic call-back feature. Micro Warehouse will eventually advance its e-commerce and customer support offerings by implementing these response channels as well. By selecting @Once Express as an e-mail management and live messaging solution at this time, Micro Warehouse will have a platform in place that can integrate seamlessly with additional communication channels. "They have a huge call center operation that needs to be integrated with their Web business," says Kannan, "BEI Bei (pā, bā), river, c.200 mi (320 km) long, formed by the union of two headstreams in the Nanling Mts., N Guangdong prov., S China. It flows S into the Xi River, E of Guangzhou, to form the Pearl River delta. is the perfect partner to work with in achieving that goal." All @Once Service Center products are compliant with SSL (Secure Sockets Layer) The leading security protocol on the Internet. Developed by Netscape, SSL is widely used to do two things: to validate the identity of a Web site and to create an encrypted connection for sending credit card and other personal data. protocol, and work through proxy servers Also called a "proxy," it is a computer system or router that breaks the connection between sender and receiver. Functioning as a relay between client and server, proxy servers are used to help prevent an attacker from invading the private network. and firewalls, making live customer service accessible to audiences as work and home. The architecture for @Once Service Center has an open API Open API (often referred to as OpenAPI) is a word used to describe sets of technologies that enable websites to interact with each other by using SOAP, Javascript any other web technology. for the Customer and Customer Service Representative interfaces. Key components of the central platform include: Context Server -- a central filter that categorizes and prioritizes queries based on their page origination Origination The process through which a mortgage lender creates a mortgage secured by some amount of the mortgagor's real property. Notes: Also known as loan origination, everyone must go through the origination process when securing a mortgage for a piece of real , and the customer's pathway on the site (which pages were visited and for how long). Business Rules Server -- queries are assigned a service margin according to the pre-determined rules that a company designates, i.e., customers who have spent 30 minutes in a highly priced section will be sent to a live messaging queue, rather than e-mail queues. Comm See comms. Server -- one of four communication channels becomes activated by a CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. : e-mail, live messaging, chat, or an automatic telephone call-back. Knowledge Server -- all information captured in customer exchanges can be recorded to existing legacy databases. @Once Service Center is a comprehensive customer relationship management tool. The software can produce comprehensive CSR productivity reports that measure average response time and accuracy, and can collect invaluable trend analysis about a site's shopping areas -- such as which pages or sections customers need the most help on. About Business Evolution Founded in 1995, Business Evolution Inc. (BEI) is a leading provider of Web customer support solutions. Its @Once Service Center product series offers Web businesses a comprehensive platform for channeling site queries to e-mail, live messaging, chat or automatic call-back queues. In addition to Micro Warehouse, current customers include Symantec, SkyMall, the Internal Revenue Service, and TonerDepot.Net. BEI is a privately owned company headquartered in Princeton, NJ. For more information please call (609) 951-0216, or visit our Web site at www.businessevolution.com. For press and analyst inquiries, please call Kate Doyle at (212) 677-6774.
CONTACT: Business Evolution
Kate Doyle
212-677-6774
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