Proficient Solution To Achieve Large Business Benefits For Smaller Business

Customer Inter@ction Solutions, Mar 2005

Proficient Systems, Inc., a provider of enterprise software for increasing revenue and sales productivity, has announced ProficientExpress, a smaller-scaled and hosted version of the enterprise-class ProficientSales Server 4.0. The new version is intended to more affordably enable small to medium-sized businesses to achieve the same benefits previously attained by larger corporations.

ProficientExpress is equipped with a number of new features and added functionality:

Multiple-engagement allows customer service or sales agents to enter into several customer engagements at one time, maximizing productivity by eliminating the need to wait for a customer issue to be resolved before approaching the next customer in queue.

Live chat enables agents to approach a customer with an offer of live assistance that can be accepted or declined. If the invitation is accepted, he or she interacts with the agent in a manner similar to instant messaging, in a private, secure oneon-one chat.

Smart tabs allow agents to esee the status of each customer engagement, including whether a customer is awaiting a response from the agent and how long he or she has waited, or whether the agent is awaiting a response from the customer.

lntelliproach is a technology that continuously approaches Web site visitors, based on their behavior and attributes, and matches them with the agent most qualified to handle their inquiry.

Finally, data mining continually analyzes the behavior and attributes of every online interaction; configures a model of the customer most likely to buy; and identifies and routes customers matching the current model to the agent most qualified to make the sale.

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