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webtone introduces Comprehensive enterprise customer management suite for seamless customer service
Web-based Solution Empowers Online Consumers and Strengthens Customer Relationships
ATLANTA (November 10, 1999) – 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 SuiteTM integrates traditional telephony functionality with web-based communications, allowing businesses to consolidate, track and respond to customer service requests according to the companies' own criteria and the consumer's preferred delivery channel. In addition to reducing operating expenses and ensuring consistently high levels of support, WebTone solutions transform everyday customer interactions into relationship-building opportunities.According to a report by Aberdeen Group, "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 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, CTI, and IVR, with web-based 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 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 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™, WebTone Lyric™ and WebTone Duet™.
WebTone Ensemble incorporates three components, WebTone Gram™, WebTone Guides™ and WebTone Response™, 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" 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. Providing clear instructions, easy-to-use online forms and error checking capabilities, WebTone Guides ensures that all relevant information is gathered to automatically fulfill the request. Customizable confirmation messages also may be used to properly set customer expectations.
- WebTone Response utilizes sophisticated artificial intelligence technology to prescreen 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), based on availability and skill level. The CSR then reviews the automated 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.
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.
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WebTone, Harmony Customer Care Suite, WebTone Ensemble, WebTone Lyric, WebTone Duet, WebTone Gram, WebTone Guides, and WebTone Response are trademarks of WebTone Technologies, Inc.
Editorial Contact:
Kim Humphreys
Humphreys Communications
404-307-4227
khumphreys@mindspring.com
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