FaceTime Announces Enterprise Deployment of Real-Time Distributed Customer Service Application at Leading Retailer
FOR IMMEDIATE RELEASE
For FaceTime:
Kerry Coulter
Michele Barnum
(415) 447-6115
kerry@msrcommunications.com
michele@msrcommunications.com
For RedEnvelope:
Astrid Stevenson
415-371-9100 x293
astevenson@RedEnvelope.com
RedEnvelope Invests Further in FaceTime`s Instant Customer Application
for Call Center Communications and Customer Interaction
Foster City, Calif., May 20, 2002 - FaceTime Communications, the leading
provider of network-independent instant messaging (IM) applications for
business, today announced that RedEnvelope, the premier multi-channel
specialty gift retailer, has expanded its relationship with FaceTime by
entering into an enterprise licensing agreement to install FaceTime`s
Instant Customer CRM application in the RedEnvelope data center. By bringing
FaceTime`s innovative CRM solution in-house, RedEnvelope`s IT department
will ensure they can keep pace with their expanding online eBusiness
communications needs. The result is increased customer service efficiency,
faster response times and lower call center costs.
"Superior customer service has always been a hallmark at RedEnvelope as it
has rapidly grown to become the premier multi-channel specialty gift
retailer, " said Christopher Cunningham, RedEnvelope`s CIO. "It was
essential to license a CRM solution that could scale with our growth. We
evaluated other providers, but FaceTime`s Instant Customer application
offered the most flexible licensing and deployment options to scale along
with our business. The company`s proven leadership in recording, logging,
tracking and retrieving all employee and customer email and instant
messaging communications ensures we are able to continue to provide superior
service to our customers."
"FaceTime`s technology has been helping companies such as RedEnvelope solve
critical business issues by ensuring complete capture of Internet
communications between employees and their customers in dispersed
environments," said Glen D. Vondrick, FaceTime`s President and CEO. "Due to
FaceTime`s technology platform, RedEnvelope can utilize any Internet
channel, such as email, web chat or instant messengers from AOL, Microsoft,
Yahoo!, to gain a complete audit of the communications for valuable business
re-use. The company`s decision to further invest in FaceTime`s validates our
leadership as a multi-product company enabling IM applications for business
collaboration and knowledge sharing."
FaceTime Instant Customer is an IM network-independent customer interaction
application helps distributed contact centers lower support costs, convert
web visitors to buyers, and manage online eBusiness communications across
multiple channels and geographies. The Instant Customer solution provides a
full suite of multi-channel customer interaction options, including IM
gateways to enterprise, private, or public networks; Secure web text
messaging, and E-mail management. All interactions are managed using an
efficient unified Agent Workstation client application.
About RedEnvelope, Inc.
Whether a gift is a token of gratitude or a grand gesture of love, we
consider its giving and receiving a cherished occasion in itself. In Asian
traditions, gifts are often presented in a simple red envelope-a timeless
symbol of love and appreciation. In the spirit of this tradition, gifts
purchased from RedEnvelope are accompanied by a personalized message in a
red envelope. We offer an extensive collection of imaginative, original
gifts for every occasion, recipient and budget through our Web site and
catalog, as well as customized corporate gift services. Several unique
features help guide customers to the gift they want, including: GiftSearch,
GiftReminder, ExpressGifts (guaranteed overnight delivery), online customer
service, multiple addressing and an inventory system that tracks in
real-time to ensure that every item featured on the site is available. Our
goal is to make gift giving-no matter what the occasion-easy and fun.
About FaceTime
FaceTime Communications is the leading supplier of network-independent
instant messaging (IM) applications for business. The company provides
server-based, value-added solutions on IM networks for business-to-customer
and business-to-business communication; Regulatory Compliance, CRM,
Communities, Enterprise IT and Application Development. FaceTime`s IM
Director family of products enables multi-network access with consumer IM
networks such as AOL, Microsoft, and Yahoo! and private IM networks such as
Lotus Sametime, providing management of presence-based applications.
FaceTime`s solutions ensure routing, queuing, transferring, escalation, and
auditing for time-sensitive communication in key industries such as finance,
media/entertainment, retail, technology, and travel. Global 2000 companies
including, Alaska Airlines, Amica Insurance, BankOne, Dell, Dominion Energy,
Soundview Technologies, Thomas Weisel Partners, and Wachovia Securities rely
on FaceTime`s technology to help manage business-critical communication
traffic. Headquartered in Foster City, California, FaceTime can be reached
at www.facetime.com or via IM screen name FaceTimeLive.
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