Cabela’s Purchases eshare® communications Software for Call Center Upgrade
ATLANTA, GA (May 01, 2001) — eshare communications, Inc. (Nasdaq: ESHR), a leading provider of Customer Interaction Management (CIM) solutions, today announced a sales agreement with Cabela`s, the world`s foremost hunting, fishing, and sporting goods outfitter. eshare has upgraded the Nebraska-based mail-order giant`s Web site and online store to utilize eshare Expressions® and NetAgent MEDIA-CHAT™.
eshare Expressions is a turnkey solution for adding chat, threaded discussion forums, and online presentations to Web sites. It enables businesses to conduct virtual meetings, live training and conferencing, distance learning, moderated events, and social chat, and integrates fully with a company`s existing software and servers.
Cabela`s implemented Expressions to build online communities. The company wanted Web site visitors to have the same experience online that a customer would have in a retail store. Cabela`s online community now allows Web site visitors to communicate with one another, post questions, and share experiences. Mark Mazour, Cabelas.com content managing editor, said, "Our Expressions software has been a very valuable asset in building a community for our Web site. We now can offer users a complete interactive experience, and this also helps us gather quality feedback on the products we offer."
Cabela`s has also completed an initial installation of NetAgent™ MEDIA-CHAT. The chat application from eshare`s NetAgent Suite enables contact center agents to provide live, online support to users who may need assistance navigating a site or who have questions regarding products, warranties, rebates, or other related issues. MEDIA-CHAT also assists in decreasing shopping cart abandonment for online purchases. Labeled on www.cabelas.com as "Cabela`s Live," MEDIA-CHAT has enabled the company`s contact center agents to increase service levels to customers, while also increasing their own efficiency and productivity.
Mark Speer, Cabela`s customer relations lead supervisor, commented, "The NetAgent MEDIA-CHAT technology has proven to be very effective in allowing us to quickly and easily communicate with our customers via live Web chat. We are able to answer questions online regarding order status, exchange information, and product information, as well as being able to `push` pages from our site to help our customers make more informed purchasing decisions." Speer, who supervises the live chat personnel in Cabela`s Kearney, Nebraska contact center, further said, "We appreciate how easy it is to train our employees for MEDIA-CHAT, as well. Not losing weeks of work time to training is a big plus. Increased productivity is also a huge benefit, as our agents are now able to carry on multiple `chats` at one time. This technology has definitely enabled us to offer a more complete line of services to our customers."
About Cabela`s
Cabela`s is the World`s Foremost Outfitter of hunting, fishing and outdoor gear through mail order catalogs, retail stores and a Web site. The company publishes and mails more than 70 million catalogs each year to customers in all 50 states and 120 countries. Seven retail stores feature a complete selection of outdoor gear and clothing, as well as educational and informative wildlife displays. Stores are located in Sidney and Kearney, Neb.; Owatonna and East Grand Forks, Minn.; Prairie du Chien, Wis.; Mitchell, S.D. and Dundee, Mich. A comprehensive online store and Web site located at www.cabelas.com offers outdoor enthusiasts access to a full-line of outdoor gear, as well as comprehensive content pages with tips, stories and state-by-state outdoor recreation guides.
About eshare communications, Inc.
Norcross, Georgia-based eshare communications, Inc. (http://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.
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This press release contains forward-looking statements relating to marketing strategy, product benefits, features, future product offerings, and results of operations. 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 judgement, 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`s Annual Report on Form 10-K for the period ended December 31, 2000, on file with the SEC.
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