PeopleSoft 8: Web-based applications armada

Call Center CRM Solutions, Sep 2000

Servicesoft 2001: An E-Service Ody

Servicesoft, Inc. believes that a proactive approach to e-service is very much like the level of service and ease of conducting business that customers expect from traditional brick-and-mortar businesses. It feels that self-service and personalized Web pages empower customers to help themselves (and increase their satisfaction levels) and enable customer service agents to handle priority and complex issues. Consistent with that approach, Servicesoft fashions its solutions with the expectation of helping to maximize an organization's call center and e-commerce investments by integrating with the existing technology, including automatic call distributors (ACD), customer relationship management (CRM) systems, databases and e-commerce applications.

The company recently announced the release of Servicesoft 2001, an intelligent e-service solution intended to enable businesses to provide proactive customer service over the Internet. Servicesoft 2001 is designed to enable online businesses to provide preemptive and rapid resolution to issues and present a "single face" to customers, and includes features aimed at servicing and retaining online customers more effectively. Based on an intelligent, multichannel knowledge platform, the Servicesoft 2001 suite offers features including: an eService Portal, customized to provide the information, history and knowledge that customers need for purchase decisions, account management or customer service and support; outbound campaign support with enhanced modules for automated, measurable and customizable e-mail campaign management, enabling non-technical users to generate campaigns; support for wireless devices, using the industrystandard WAP (Wireless Application Protocol) to deliver all Web-based content over wireless devices; single-- threaded conversation that tracks customer interactions across multiple channels, enabling a continuous, personalized dialog over time and across multiple touchpoints; and a global platform, designed to enable companies to streamline and enhance their global support by allowing them to deploy one system worldwide.

Servicesoft 2001 supports numerous languages within a single knowledge base, providing multilingual authoring capabilities and language detection functionality. This feature also routes messages to language-specific agents for personalized response. Translation is facilitated through XML text import and export. The browser-based user interface within Servicesoft 2001 supports changing infrastructure environments and remote locations. Administrators can change system rules, and add and change registered users from any location. Additionally, its agent interface is represented as a Java applet within a standard Web browser. Since all information resides on the server, this feature affords both a lower cost of ownership and minimal maintenance to the agent desktop while enabling options for a remote CSR workforce.

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