Benefits

IP Web Center's Web capabilities can help you enhance your customer interactions without depleting your internal resources. With IP Web Center, you can:

• Build long-term customer relationships by delivering consistently satisfying service and support
• Reduce the customer decision-making interval and close the sales cycle effectively and efficiently
• Support Web, VoIP and telephony customer interactions without costly and difficult-to-maintain equipment
• Increase cross-sell and up-sell opportunities using voice and data collaboration techniques
• Implement customer-centric marketing strategies for your highest-revenue customers
• Manage the customer experience by using real-time Web monitoring
• Control costs with simple monthly fee pricing

Service Options:

Better Customer Service

With IP Web Center, you improve customer service by letting your customers choose the method of contact most convenient for them.

IP Web Center gives your customers the ability to:

• "Call in" to your contact center via phone, fax, email or your public Web site
• Wait in queue for the next available customer service agent
• Leave a voice mail message
• Request a callback from an agent

IP Web Center gives your agents the ability to:

• Flag special or returning customers at a specific priority level
• Intelligently route customers to the best skilled agent available, as defined by your administrators and based on your business rules
• Expertly field customer inquiries with easy-to-access scripts, FAQs and customized account information
• Use Web collaboration tools to guide customers through your public Web site and send helpful URLs in real time

Cost-effectiveness

IP Web Center combines the strengths of both our Web center and our network-based IP technologies to expand your contact center capabilities while eliminating the need for multiple networks. For example:

• Toll-free, local and long distance services are handled over a single IP network
• No large capital outlay is necessary — only the addition of our VoIP option
• No customer premises equipment (CPE), software licenses or IT resources are required
• Your agents need only a PC, a broadband Internet connection and a telephone to use the application
• Your agents can work from any location — in a traditional contact center office, on the road or from home

Flexible Pricing

With usage-based pricing and a virtual footprint, IP Web Center makes it easy to match your contact center to your business needs — supporting seasonal spikes in traffic, special promotional offerings, business recovery, and even technology migration. For example:

• You can sign up immediately
• You can choose a month-to-month contract
• You can pay a monthly recurring fee based on the number of agents and supervisors logged on during the billing cycle
• With an optional month-to-month contract, you can opt out at any time