ATIO Corporation has announced, in conjunction with Microsoft Commerce Solutions, that it will integrate its CyberCall with Microsoft Site
Server 3.0 Commerce Edition for Windows NT. This integrated solution will provide benefits to companies in the e-commerce arena aiming to become more responsive to their customers, to improve customer service levels and attract new business.
CyberCall`s all-media interaction management capabilities will be enhanced with Microsoft Site Server 3.0 Commerce Edition`s ability to support secure order capture and management on the Web. It will provide seamless integration of an enterprise`s electronic commerce process with the call centre.
CyberCall adds the human touch to online sales, marketing and support transactions by providing a variety of means for the customer to contact the enterprise from the Web. CyberCall`s Web capabilities include intelligent queueing and routing of Web callback requests, e-mail, chat and Voice over IP sessions. After clicking an icon on a Web page, customers automatically are connected to the most knowledgeable, available agent to answer their questions or complete a transaction.
"Transacting with partners and customers over the Web is a cost-effective way of doing business. By adding CyberCall to Microsoft`s commerce platform, it also gives customers the choice of easily connecting to a customer service representative when they would like more than just completing a self-service transaction. We are a leader and innovator in Humanising Cyberspace, the industry trend to add the human touch to e-commerce," says Gary Craul, CEO of ATIO
"CyberCall technology coupled with ATIO`s history and experience in implementing computer telephony solutions will be an enhancement to e-commerce sites built on Windows NT with Site Server Commerce Edition," says Michael Pinckney, Microsoft commerce marketing manager. "Personalised attention to customer requests is fast becoming an essential ingredient for success in electronic commerce."
Customer support, sales, telemarketing and other departments in an organization can use CyberCall for intelligent queueing and routing of customer interactions. CyberCall takes advantage of Microsoft Internet Information Server and SQL Server for its database to log transactions and provide data for realtime monitoring and extensive reporting for managing service levels.
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