Eshare communications, Inc.

NetAgent Suite

Aleksander Szlam, chairman of eshare communications, holds more than 40 patents related to the customer interaction management industry. According to eshare, several of these innovative patents have resulted in the development of "much of the market's standard technology, from predictive dialing to screen pops to call blending."

eshare's flagship customer interaction management solution, NetAgent Suite, is built on the functionality of its predecessor, NetAgent. NetAgent Suite delivers CTI-based voice, VoIP and live Web interaction management. The suite advocates customization, allowing any combination of capabilities to be incorporated into a single solution, providing customers with the option of buying only what they need, when they need it.

The newly renamed MEDIA-CHAT enables agents to respond to multiple inquires, supporting up to six online MEDIA-CHAT customer interactions simultaneously. To prevent the daunting task of handling multiple interactions simultaneously, scripting and FUIs (frequently used items) provide agents with complete, detailed solutions for quick response to common customer inquiries. Customers' problems finding and filling out forms can be addressed by NetAgent Assist, which allows agents to help online consumers complete questionnaires and other forms. If richer communication is required, NetAgent TELEPHONY integrates inbound PBX/ACD calls with MEDIACHAT, in addition to telephony-enabled Web callback requests.

E-mail remains the method of choice for many customers. If e-mail correspondence is preferred, NetAgent EMAIL and NetAgent ANSWER both aid in generating timely and accurate responses to customers. While EMAIL sorts inbound email according to topic and uses skills-based routing to ensure the most qualified agent responds, NetAgent ANSWER can filter nearly 20 percent of incoming e-mail, according to eshare, and is capable of responding accurately, quickly and automatically without taking valuable time from an agent's schedule. Often, e-mail can be a much more agreeable medium by which to receive promotional and other types of company offerings, allowing potential customers the luxury of not feeling pushed or harassed. NetAgent CAMPAIGN offers options for targeting and launching outbound e-mail campaigns. Finally, wireless access to performance statistics is available via NetAgent WIRELESS, which may be accessed via PDA.

Combine eshare's time-in-market and NetAgent Suite's comprehensive CIM solution and utilities that enable real-time assistance to customers through virtually every medium available today, and you can easily define innovation.