Target TeleServices Appears On Alexander Haig's World Business Review TV Series.

Business Editors

BOCA RATON, Fla.--(BUSINESS WIRE)--May 15, 2000

Multimedia Productions (USA), Inc., is pleased to announce the appearance of Roger LeFevre, CEO of Target TeleServices, on World Business Review. The weekly television series is hosted by General Alexander Haig, Secretary of State during the Reagan administration. The topic of the discussion is Call Center Solutions, on Episode No. 714-C.

"Target TeleServices was selected to appear on the program because it has had a tremendous impact on Internet commerce," said Ron Goldfinger, the show's Coordinating Producer.

LeFevre appears on the show to discuss some of the issues facing eBusiness today. He says one of the primary problems his company has identified is the lack of live customer service, sales and technical support directly from web sites. "The Internet was first touted as a `self-service business model' - generally speaking, live help in real-time over the web was an afterthought," he stated.

Also appearing on the show is industry expert Brad Cleveland, president of the Incoming Calls Management Institute. Cleveland stated that there has been "a great deal of analytical focus concerning the failure of organizations to provide the whole spectrum of communications options to their customers and constituents."

On the topic of eMail, LeFevre says that the statistics relating to timely eMail handling by various entities has been abysmal, with as much as 40% of eMail messages answered after such long delays that the answer often becomes irrelevant to the transaction. In a high percentage of instances, eMails are not responded to at all, he went on to say. Cleveland said many companies have attempted to solve this problem by posting toll free numbers on their web sites, but many are faced with the same obstacles: a large majority of the call centers that deal with such calls are not effectively linked to those same web sites.

Responding to this need, Target TeleServices, working in conjunction with Intel, developed the first-ever Internet Automatic Call Distributor (ACD), now known as the Internet Multi-Media Communications Server or IMCS. LeFevre describes the IMCS as a client/server application that routes real-time text chat, voice (VoIP) and video over the Internet. Another valuable tool is automated "Next-Available-Agent," which ensures that routed eMail is answered with minimum delay. These solutions, he explained, are service line and skill-based to ensure the most prompt and appropriate response.

Recognizing that today's consumers demand choice when it comes to making contact with a company, Target TeleServices has coined the "contact zone" concept, whereby every possible communications choice is provided to an Internet user or consumer. LeFevre says any company wishing to succeed in today's fast paced business climate would be well advised to make available to its customers several forms of interaction. Giving consumers a choice, he said, is one way to ensure that they will come back.

Taped in Washington, DC, World Business Review currently airs on PBS The Business Channel, and in prime business slots in numerous public television markets, including San Francisco, New York, Denver and Miami. The weekly series can also be viewed on TWA, United Airlines, or from any desktop computer via AENTV.

Individual videotapes or continuing education systems (via Indiana State University) are available by calling 800/WBR-1032, or by visiting www.wbrtv.com, which showcases feature topics and specific companies' technology.