WebTone Introduces Comprehensive Enterprise Customer Management Suite for Seamless Customer Service.ATLANTA--(BUSINESS WIRE)--Nov. 10, 1999-- Web-based Solution Empowers Online Consumers and Strengthens Customer Relationships WebTone Technologies, Inc. (www.webtonetech.com), a leading developer of web-based customer service solutions, introduced today its comprehensive product suite designed to transform the call center into a multimedia contact center. Providing end-to-end customer care solutions, WebTone's Harmony Customer Care Suite(TM) integrates traditional telephony functionality with web-based communications, allowing businesses to consolidate, track and respond to customer service requests 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. the companies' own criteria and the consumer's preferred delivery channel. In addition to reducing operating expenses Operating expenses The amount paid for asset maintenance or the cost of doing business, excluding depreciation. Earnings are distributed after operating expenses are deducted. and ensuring consistently high levels of support, WebTone solutions transform everyday customer interactions into relationship-building opportunities. According to a report by Aberdeen Group Aberdeen Group is a provider of business-related research services. It has its headquarters in Boston, Massachusetts and belongs to the Harte-Hanks group. Founded in 1988, Aberdeen's research is used by over 2. , "A sound first step in customer management is to make the Internet, particularly the web, a medium not only of transaction and information delivery, but also a primary channel of service delivery. This means implementing not a single point solution, but preferably an integrated suite consisting of web-based self-service, e-mail management, and real-time collaboration." "As the Internet Economy The Internet Economy refers to conducting business through markets whose infrastructure is based on the Internet and World-Wide Web. An Internet economy differs from a traditional economy in a number of ways, including: communication, market segmentation, distribution costs, and price. begins to mature, companies must differentiate themselves from the growing pool of competitors by offering unparalleled customer service," explained Michael C. McChesney, founder and chairman of WebTone Technologies. "However, most companies' existing call centers are not equipped to handle the explosive volume of email they receive today." "The goal of WebTone's enterprise customer care solutions is to help businesses expand their service capabilities and to transform their service centers into sales centers, turning a potential liability into an asset," added Dave Armento, chief executive officer of WebTone. "Through effective self-help, professional email management and online collaboration, businesses will realize increased customer interaction or 'stickiness,' improved customer loyalty, new marketing opportunities, and significant cost savings." Integrating traditional telephony capabilities, such as 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. , CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. , and IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , with web-based e-mail See Internet e-mail service and HTML e-mail. management, self-help, chat and VoIP, WebTone's Harmony Customer Care Suite also positions companies to take advantage of future technologies, including online video and more. And, by providing all appropriate personnel with complete customer information, the enterprise-wide solution will further empower empower verb To encourage or provide a person with the means or information to become involved in solving his/her own problems service representatives to conduct effective one-to-one marketing by offering customized products and services to meet an individual client's needs. From the customer perspective, the Harmony Customer Care Suite will ensure consumers receive immediate service request recognition and complete problem resolution. In addition, marketing initiatives will be tailored to their specific needs and preferences, eliminating inappropriate sales solicitations. As a result, the business will be able to build stronger, more profitable relationships with its customers. About Harmony Customer Care Suite Offering seamless customer service and contact management, WebTone's Harmony Customer Care Suite presents a unified multi-media queue, integrated workflow The automatic routing of documents to the users responsible for working on them. Workflow is concerned with providing the information required to support each step of the business cycle. management, and state-of-the-art telephony and web-based customer care products, providing one of the most comprehensive solutions available from a single vendor. Products available within the suite include WebTone Ensemble(TM), WebTone Lyric(TM) and WebTone Duet(TM). WebTone Ensemble incorporates three components, WebTone Gram(TM), WebTone Guides(TM) and WebTone Response(TM), to provide complete email management and self-help solutions. -- WebTone Gram allows an institution to securely communicate with customers via email, eliminating time consuming and costly "telephone tag telephone tag n. A series of unsuccessful calls exchanged by two people who are attempting to contact each other by telephone. " and voicemail exchanges. -- WebTone Guides automates the processing of routine customer service requests by presenting a menu of common requests when the consumer clicks on the "Contact Us" button within the business' online storefront A store on the Internet that offers items for sale and is capable of handling the financial transaction online. See cybermall and digital money. . Providing clear instructions, easy-to-use online forms and error checking capabilities, WebTone Guides ensures that all relevant information is gathered to automatically fulfill ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. the request. Customizable confirmation messages also may be used to properly set customer expectations. -- WebTone Response utilizes sophisticated artificial intelligence technology to prescreen pre·screen tr.v. pre·screened, pre·screen·ing, pre·screens 1. To view (a movie) before release for public showing. 2. and sort free-form email requests. Customers receive immediate confirmation that their message has been received, along with an estimated response time. A suggested response and the original email request are then forwarded to the most appropriate customer service representative (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. ), based on availability and skill level. The CSR then reviews the automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. response for accuracy and determines whether additional information or customization is required, before sending it to the customer. Ensuring consistent service levels, all email transactions are recorded and stored for future use. WebTone Response also contains robust management and reporting tools that can be used to improve the performance of agents, departments and managers. Lyric is a software-based telephony solution comprised of full ACD, CTI, IVR and PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). capabilities. As such, Lyric enables businesses to extend their traditional telephony service operations to accommodate web-based customer interaction, providing seamless customer service and support. Duet is designed to enable real-time interaction between businesses and their customers, allowing CSRs and customers to simultaneously review forms and documents, and to "push" documents back and forth to more efficiently resolve service issues. Currently offering interactive chat, collaboration and VoIP capabilities will be available in the coming year. About WebTone Technologies, Inc. Atlanta-based WebTone Technologies provides leading end-to-end customer care solutions for companies conducting business on the Internet. Combining traditional technologies with web-based communications, WebTone's innovative solutions enable businesses to build stronger, more profitable relationships with their customers. Available as in-house or outsourced solutions, WebTone customer care systems transform everyday interactions into relationship-building opportunities. For more information regarding WebTone or its products and services, please visit www.webtonetech.com, or call 404/812-8580. WebTone, Harmony Customer Care Suite, WebTone Ensemble, WebTone Lyric, WebTone Duet, WebTone Gram, WebTone Guides, and WebTone Response are trademarks of WebTone Technologies, Inc. |
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