eshare® communications Demonstrates NetAgent™ Suite 5.0
Company`s Latest Customizable Solution for Contact Centers Profiled At SECA Tradeshow
ATLANTA, GA (May 16, 2001) — eshare® communications, Inc. (Nasdaq: ESHR), a leading provider of Customer Interaction Management (CIM) solutions, today announced the demonstration of NetAgent™ Suite 5.0 at the SECA (Le Salon europeen des Centres d`Appels) in booth number C19/A16. NetAgent Suite is a grouping of customer interaction management applications that provides contact center users with a unified interface to coordinate e-mail, voice, VoIP, multi-lingual chat, live Web interactions, and wireless contact center monitoring, while also tracking Web site visitors and generating easy-to-follow reports. NetAgent Suite includes several new applications including NetAgent™ INTERNATIONAL, NetAgent™ EMAIL and NetAgent™ ANSWER, as well as several award-winning applications available in previous versions. NetAgent Suite 5.0 was released in April 2001.
Bill Dumont, eshare president of worldwide sales, explains, "NetAgent Suite 5.0 is an example of how eshare communications is able to tailor solutions to our customer`s needs. NetAgent Suite is not only scalable to grow across a multi-site enterprise, but customers can add new applications as their needs change. For example, when a contact center becomes global, NetAgent INTERNATIONAL can be added to the existing NetAgent Suite of products, enabling contact center agents to communicate over the Web in several different languages."
Previously available only as one total solution, NetAgent Suite now allows customers to select the individual applications that best suit their contact center needs. Touting itself as, "All the ways you need to communicate, none of the ways you don`t," NetAgent Suite integrates with many popular third-party CRM solutions. Customers of eshare may now select the individual applications that complement their existing CRM software packages.
Paul Bullett, managing director, Continental Europe, eShare Technologies, an eshare communications, Inc. company adds, "NetAgent INTERNATIONAL with its multi-lingual chat feature will overcome an obstacle that many European companies have faced. With 15 different languages supported, contact center agents are able to communicate with customers in their language of choice."
NetAgent Suite 5.0 applications include:
NetAgent™ MEDIACHAT: Live, online collaborative chat. Manages multi-sessions, with media and text chat supporting up to six online MEDIACHAT customer interactions simultaneously.
NetAgent™ EMAIL: Extensive e-mail management used to quickly and accurately process customer e-mails. Sorts inbound e-mail according to topic and then routes it to the agent with the specific knowledge required to respond accurately. Provides contact center managers and administrators with real-time monitoring capabilities, while producing easy to follow reports that analyze effectiveness.
NetAgent™ ANSWER: eshare`s newest, intelligent auto-response application assists in response to e-mails. This application filters out nearly 20% of all incoming e-mails and provides accurate and timely responses to e-mails without the need for human assistance.
NetAgent™ CAMPAIGN: Offers a variety of options for personalized, targeted outbound e-mail campaigns.
NetAgent™ TELEPHONY: Integrates inbound PBX/ACD calls and existing desk top phones with MEDIACHAT, as well as telephony-enabled Web callback requests.
NetAgent™ MULTI-TENANT: For contact centers that service multiple clients, each client serviced will have its own service lines, contact agents and collection of selected applications with frequently used information, based on partitioning the database and processors.
NetAgent™ WIRELESS: Wireless access to contact center performance information data via Palm Pilot (available only in the United States).
NetAgent™ INTERNATIONAL: Supporting multi-lingual chat, NetAgent INTERNATIONAL allows a business to communicate with its customers around the globe. Supported languages include: Danish, Dutch, English (British and American), Finnish, French, German, Greek, Italian, Norwegian, Portuguese, Spanish, Swedish and Turkish.
NetAgent™ MULTI-HOME: More than one instance of the NetAgent Suite 5.0 server can run simultaneously on the same computer.
NetAgent™ ASSIST: Provides the ability to assist Web site visitors in filling out forms, online questionnaires, and applications.
NetAgent™ VoIP: Allows Web site visitors and contact center agents to talk over the Internet -- Voice over Internet Protocol calling.
NetAgent™ OBSERVE: Monitors visitors as they explore your Web site.
NetAgent™ ENTERPRISE: Allows agents to transfer real-time MEDIACHAT sessions to other agents or service lines at remote Web sites and at geographically distant enterprise sites. This is useful for virtual malls and portal sites, and collaborative businesses sharing resources and financial benefits.
About eshare communications, Inc
Norcross, Georgia-based eshare communications, Inc. (www.eshare.com) is a premier global provider of integrated Customer Interaction Management (CIM) solutions that power the customer relationship strategies of businesses conducting traditional and Internet commerce. eshare leverages its expertise in both Web-based and traditional call center technologies to provide more than 2,500 businesses with comprehensive, scalable and integrated customer interaction solutions. Its applications enhance a company`s existing marketing, sales and service efforts and optimize customer lifetime value while building brand loyalty. eshare was formed by the September 1999 merger of Melita International, Inc., a leader in telephony-based customer contact management, and eShare Technologies, Inc., a leader in Web-based customer care solutions.
# # #
This press release contains forward-looking statements relating to results of operations as well as business and marketing strategies. Such statements are made based on management`s beliefs as well as assumptions made by, and information currently available to, management, pursuant to "safe-harbor" provisions of the Private Securities Litigation Reform Act of 1995. While these statements reflect our best current judgment, they are subject to risks and uncertainties that could cause a change in focus and direction. A discussion of certain risk factors that may cause actual results to differ from these forward-looking statements can be found in eshare communications` Annual Report on Form 10-K for the period ended December 31, 1999, on file with the SEC.
Back...
