11/12/02

NetLert Communication Readies New N-Contact Product for Marketplace

Kurt Peters , Executive Editor

Complements NetLert`s current suite of Instant Customer Service solutions

ASHEVILLE, NORTH CAROLINA November 12, 2002 NetLert Communications Inc. (NCI) has announced the impending release of NetLert N-Contact v1.0, a new product designed to complement the company`s suite of call and contact center communication solutions. The release is scheduled for the end of the fourth quarter of 2002.

Answering the trend toward a rapidly growing percentage of customer contacts taking place over the world wide web, or web-chats, N-Contact has been developed to provide companies a portal where customers can have direct access to customer service agents through an existing website. A study by Ipsos/Reid RBC Financial Group estimates that 51% of customer contacts will be made via the Internet as emails, web contacts, chat rooms, message boards, e-faxes, etc., nearly doubling the rate of just two years ago.

"Like it or not, immediate gratification is a human desire that must be factored into any customer service program", said Danny Councell, President of NetLert Communications Inc. "This means that direct person-to-person contact will be the most popular and demanded method for sales, general information and in resolving product support issues. It could equally make the difference between winning or losing the customer. To remain competitive in today`s Internet markets, contact centers need the support of a comprehensive Instant Customer Service offering."

Mr. Councell continued, "A Forrester Research study in 2001 calculated the average cost of a traditional telephone customer service call at $32.74. Now when you move to the Internet, that same study showed that the average cost of an email response is $9.99. Chat answers to web site queries averaged $7.80 per response cost. The cost savings are definitely worth considering."

N-Contact is a web-based tool that allows anyone visiting a web site to chat with support agents in real time, or "live", with the simple click of a button. For companies, it provides the opportunity to immediately start a dialog with any online prospect requesting information or assistance.

Other features listed by NetLert for N-Contact include contact queuing like that found in traditional Automatic Call Distribution switches, response libraries for quick pre-arranged responses, transferring capabilities, real-time and historical data reporting, and email capabilities for alternative routes of communications.

About NetLert Communications, Inc.

Based in the mountains of Western North Carolina, NetLert Communications produces and markets quality presence based real time communication products. The company`s flagship product is NetLert 3 Messenger, an enterprise level instant messaging solution for the client/server market.

For more information, contact Belinda Banks, S & S Public Relations at (718) 320-4898 (belinda@sspr.com), or Danny Councell, NetLert Communications, Inc. at (828) 670-9900 x 309 (danny@netlert.com), or visit http://www.netlert.com.

Topics:

Call centre, Communication, Computing, instant messaging, World Wide Web

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