Company Profile
Webhelp is a leading developer of technology and service offerings that enable it to provide online communication solutions to businesses and their customers. Its internally developed ARENA technology offers real-time, person-to-person interaction capabilities as well as a broad set of customer communication and management applications to corporate clients including Microsoft, Norelco and America Online. The platform supports the Webhelp suite of licensed or outsourced online customer support solutions including Web-based chat, e-mail management, self-service, voice and customer support delivered through wireless devices. Webhelp has achieved exceptional growth since its inception in May 1999. Today, it serves more than 30 corporate properties and has completed more than 7.3 million online engagements.
ARENA Platform Webhelp’s internally developed ARENA technology architecture provides a common customer interaction platform. Leveraging our web application event framework (WAEF) technology, Webhelp has built real-time communications applications designed for customer service and support. Webhelp’s product framework is aligned across a channel focus concentrating on the means of interaction with the end consumer. Our key channel focus areas are chat, email and voice. Webhelp Outsourced Services Webhelp has developed our CRM Exchange in order to provide an industry-leading global support infrastructure to our corporate customers. Our CRM Exchange includes nine (9) global contact centers located in India, Mauritius, Philippines, Romania and Canada. The global support infrastructure allows Webhelp to provide world-class outsourced customer support solutions custom-designed for each corporate client. § Engage - is a turnkey customer support solution that lets your customers obtain real-time human-assisted support from your Web site. The Engage solution leverages our ARENA Chat technology and CRM Exchange to provide a completely outsourced customer solution that is committed to increasing revenues, improving customer satisfaction and reducing customer service and support costs. § Enhance - is an outsourced support solution that will manage your customers’ email and web-form inquires quickly, efficiently and personally. Utilizing the power of our CRM Exchange, we are able to provide managed personal email communication in a timely fashion to ensure that your organization is able to service your customers effectively. § Enrich - is an outsourced customer service and support solution enabling your business to take advantage of the benefits of our global CRM Exchange. By leveraging our global support infrastructure, we are able to provide world-class outsourced service in a cost-efficient manner. ARENA Chat provides real-time human-assisted support to customers without leaving your website. Our chat technology provides instant-messaging type functionality to enable your customer service representatives (CSRs) to provide customer service and support at the click of a button. ARENA Advanced Collaborative Suite (ACS) § ARENA CoPilot - provides your CSRs the functionality to resolve technical issues on a user’s desktop from a remote location. § ARENA CoBrowse - a human assistance solution that enables your CSRs to fill out web forms and dynamically update information. § ARENA Self-Help - augments ARENA Chat with an integrated, dynamically populated self-help that allows your customers to search through catalogued historical support interactions. ARENA Wireless § *311 - “411 for the Internet” - enable users to ask or request information via phone and receive answers in the form of a text-to-speech (TTS) message, SMS response or web page to a wireless device. § Palm Chat - allow Palm OS users to perform real-time customer support utilizing our ARENA real-time communication technology. Includes advanced functionality by utilizing Motorola’s natural handwriting “iSketch” technology to provide a simplified customer interface. § RIM Chat - provide wireless customer support to your RIM Blackberry-enabled community. Our RIM Chat technology leverages the ARENA Chat infrastructure to provide world-class customer support in a wireless environment. ARENA Email enables your organization to meet the demands of your customer. Our solution will enable you to manage your email communication quickly, efficiently and personally with automated and personalized human-assisted response, intelligent routing and workflow and advanced reporting features.