ATIO Corporation has announced an initiative with IBM which will result in the integration of ATIO`s CyberCall with IBM`s Net.Commerce merchant server software under the name CyberCall for Net.Commerce.
This follows on a recent announcement that Microsoft will integrate CyberCall with Microsoft Site Server 3.0 Commerce Edition for Windows NT.
CyberCall for Net.Commerce addresses a strong demand for humanising e-commerce via a close tie-in to a company`s traditional customer service centre. The demand for this connection is based on the conundrum that although most people are compelled to buy via the Web, a recent survey by Harvard Business Review shows that 63% of the people surveyed will not place the actual order on the Web until more human interaction is available.
CyberCall for Net.Commerce addresses that. Now businesses have a way to make their e-commerce initiatives more successful. CyberCall for Net.Commerce is a complete e-commerce and all-media call centre offering with everything a company needs, except a telephone switch and customer service representatives.
"Through this initiative, companies have a solution that addresses both e-commerce and customer interaction needs in a packaged format enabling rapid implementations of a fully functional e-commerce site, closely tied into the call centre," says Scott Armour, director, Worldwide ISV Software Sales and Marketing for IBM. "The integration of CyberCall and Net.Commerce brings a new dimension to e-business."
While browsing an e-commerce site, a customer can at any time click on a button to get in contact with a qualified customer service representative (CSR). The customer will have the choice between being called back on the telephone, a Web-chat session, a live voice connection over the Web, sending an e-mail or engaging in a Web-collaboration session. At the same time, CyberCall for Net.Commerce addresses traditional telephone access into the call centre and automated transactions via IVR or email.
"Net.Commerce and CyberCall are packaged in a way that allows rapid deployment and a quick integration into business systems. This solution will follow the same tack," says Gary Craul, CEO of ATIO. "Our target implementation time for CyberCall for Net.Commerce is less than a month, which is far better than average in the industry. Getting an enterprise up running quickly leads to quick return on investment."
CyberCall`s true all-media ACD (automatic call distributor) capabilities allow enterprises to provide outstanding customer service and support through any media channel. Be it a telephone call, a fax, a Web interaction or e-mail, CyberCall facilitates equally responsive service based on the company`s business rules. The result is efficient and personalised customer service across all media streams including self-service options such as interactive voice response (IVR) and fax-on-demand.
Powered by DB2 Universal Database, IBM Net.Commerce is part of the WebSphere family, a commerce server product that breaks new ground by making it easier for merchants to establish online storefronts with industry-leading security, intelligent catalogue tools and extensive database access.
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