QNTS news this morning...
(BSNS WIRE) Quintus Introduces WebCenter 2.4; Integrated Email, Voice, S
Quintus Introduces WebCenter 2.4; Integrated Email, Voice, Self-Help and Live
Help Capabilities Expand Options for Delivering Online Customer Service
Business Editors/High-Tech Writers
FREMONT, Calif.--(BUSINESS WIRE)--Dec. 7, 1999--Quintus
Corporation (NASDAQ:QNTS), a provider of contact center solutions for
e-customer relationship management (eCRM), today introduced Quintus
WebCenter(TM) 2.4, a comprehensive, integrated set of software for
delivering Web-based sales and service. Quintus WebCenter 2.4
represents an advance in eCRM technology by integrating email, voice,
self-help, and live help (including Web chat and real-time
agent/customer collaboration), allowing agents to serve customers
using the most appropriate means of communication.
"Single-purpose, `point' applications abound for everything from
email response management to Web collaboration," noted Alan Anderson,
chairman and CEO of Quintus. "Quintus is focused on developing
integrated eCRM solutions, and WebCenter 2.4 continues this strategy
by allowing agents to use more than one communication channel at a
time to serve customers. We believe that this latest version of
WebCenter will further personalize the online shopping experience for
customers and streamline agent processes."
Quintus WebCenter: Component of the Quintus eContact Suite(TM)
Quintus WebCenter is part of the Quintus eContact Suite, a family
of software that enables companies to personalize, route, and manage
customer interactions across multiple communication channels,
including the Internet, email and the telephone. WebCenter leverages
the universal eContact architecture, engine and tools, giving agents
the real-time information they need to personalize service to
customers.
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WebCenter 2.4 includes:
-- Integrated Callback, Live Help and email -- An agent can
simultaneously engage in Web chat/collaboration functions with a
customer, initiate a call to the customer while engaged in Web
collaboration, or initiate Web collaboration during a phone
conversation. The callback feature is also integrated with email
functionality, allowing an agent to initiate a callback request
while reviewing a customer's email.
-- Enhanced Email Response Management System -- Agents can create
personalized email responses or choose from a standardized
collection of response templates and a library of frequently
asked questions (FAQs), saving time and improving consistency of
a company's email responses. A new Rules Wizard also makes it
easier for managers to create automated routing and response
rules. Other new email features include improved reporting,
real-time views into email queues and the ability for agents to
save drafts of email responses in the event they are interrupted.
-- Proactive Escalation -- Companies can monitor customer activity
on a Web site and automatically trigger escalation to a live
agent based on system-defined business rules. For example, agents
can monitor a visitor's activity on a shopping cart page, and
automatically invite the visitor to talk with an agent after a
certain amount of time has elapsed or the visitor's selections
have reached a specific dollar value. Once engaged in Live Help,
the agent can assist the visitor in completing the online
transaction. This capability allows site owners to selectively
offer help to customers when needed, rather than bombarding
visitors with intrusive pop-up screens and dialogs as soon as
they hit the site.
-- Dynamic content in FAQs -- Site visitors looking for help on
their own can now receive personalized answers to their queries.
By using information specific to the customer, WebCenter FAQ can
dynamically generate personalized content for FAQ answers.
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Pricing and Availability
Quintus WebCenter 2.4 is available immediately. Pricing begins at
$40,000 and varies according to the number of licensed modules and the
number of agent seats.
About Quintus
Quintus Corporation (NASDAQ:QNTS) provides a comprehensive
e-customer relationship management (eCRM) solution to manage customer
interactions, such as customer orders, inquiries and service requests,
and deliver consistent customer service across multiple communication
channels, including the Internet, email and the telephone. The Quintus
eContact(TM) software suite includes applications that address the needs
of customer service representatives and agents in sales and service,
consumer relations, technical support, and human resources centers and
a routing engine to manage customer interactions. Quintus eContact
enables companies to handle high volumes of customer interactions and
leverage opportunities to sell additional products and services to
their customers. Quintus is based in Fremont, Calif. For more
information about Quintus, call 800/337-8941, email sales@quintus.com
or access the World Wide Web at www.quintus.com.
The statements contained in this press release that are not
purely historical are forward-looking statements within the meaning of
Section 21E of the Securities and Exchange Act of 1934, including
statements regarding Quintus Corporation's expectations, beliefs,
hopes, intentions, or strategies regarding the future. Forward-looking
statements include statements regarding future sales, product
introduction and acceptance, market acceptance and financial
stability. Quintus Corporation's actual results and the timing of
certain events may differ significantly from the results discussed in
the forward-looking statements.
Note to Editors: eContact and WebCenter are trademarks and
Quintus is a registered trademark of Quintus Corporation. All other
trademarks and registered trademarks are the property of their
respective owners.
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CONTACT: Quintus Corporation
Laurie Wickham, 508/787-2855
laurie.wickham@quintus.com
or
Schwartz Communications
Jim Sarlo or Alissa Vasilevskis, 415/512-0770
jsarlo@schwartz-pr.com
alissav@schwartz-pr.com
KEYWORD: CALIFORNIA
INDUSTRY KEYWORD: INTERNET TELECOMMUNICATIONS SOFTWARE E-COMMERCE
PRODUCT
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