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Feature Product/Service of the Week
Every week, Call Center Times will showcase a Product or Service of the Week we feel offers the call center industry a significant benefit over existing systems, or something brand new!. The state-of-the-art is always changing, and we will try and keep our readers on the cutting edge!
 NetLert Communications, Inc.
NetLert Communications Inc. is pleased to announce a new product planned for release in the 3rd quarter of 2002 to compliment the company’s suite of contact center specific real-time communication solutions – NetLert N-Contact v1.0
In 1999, research showed that there were approximately 15 billion customer contacts made in North America. 85% were by telephone, 5% web or email and 10% other means. For 2002, it is estimated that total customer contacts will exceed 30 billion – double the rate just two years ago! However, unlike two years ago, it is estimated that 54% will be making contact via the Internet as emails, web contacts, chat rooms, message boards, e-faxes, etc. Clearly, the trend is for consumers to make
contact via the Internet – and in increasing numbers.
Like it or not, immediate gratification is a human desire that must be factored into your customer service program. This means that direct person-to-person contact will be the most popular and demanded method for sales, general information and in resolving product support issues. It could equally make the difference between winning and losing the customer. Further, to remain competitive in today’s Internet markets, your contact center needs the support of a comprehensive Instant
Customer Service offering – “N-Contact”!
Let’s summarize the costs and benefits of self-service customer solution (what we call – ICS) versus other customer contact methodologies. A Doculabs study (2001) calculated the average cost of a traditional telephone customer service call at $32.74. Now when you move to the Internet, that same study showed that the average cost of an email response is $9.99. Self-service answers to web site queries average a $1.17 per response cost – something worth considering! Not only a great way
to save money in your contact center, but to improve efficiency as well!
Product Description:
N-Contact is a tool that makes it easy for anyone visiting your web site to chat with your support agents, instantly, “live”, with the simple click of a button! With live, text based chat, the ability to push any web based content to customer desktops, and agent/customer collaborative browsing, your Web-enabled contact agents can immediately start a dialogue with any online prospect requesting information or assistance.
Features:
Chat Button – Click a button on web site-live, text based chat
Contact Queuing – Like the traditional Call Center ACD switch, routes chats to available agents
Response Libraries – Quick “canned” responses to contact inquiries, as well as pushing URL’s and files
Transferring – Maximize agent efficiency, reduce contact escalation
Reporting – Get real-time and historical reports with N-Contact’s Automated Chat Distribution reporting package.
Collaboration – Agent and contact share a browser
E-Mail – When a live agent is not available, it offers alternative via email
Contact: danny@netlert.com 828-670-9900 x 309
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