InfoCast and Customers Conduct SuccessfulContinent-Wide Trial Of Virtual Call Center Solution 8:02 EST Monday, December 6, 1999<b/>
TORONTO, Dec. 6 /PRNewswire/ -- InfoCast Corporation (OTC Bulletin Board: IFCCE), the leading E-enabling application service provider (ASP), today announced the successful completion of a series of continent-wide trials of its virtual call center (VCC) technology.
Conducted in concert with two InfoCast customers, the tests were carried out simultaneously by customer service agents working in Los Angles, New York City, Chicago, Calgary, Halifax, and Toronto. Agents at these location received 1-800 voice calls transferred through InfoCast's VCC network hubs right to their desktop PCs, where they interacted with callers exactly as if the calls were handled with traditional call center technology. Customer tests also included the solution's integrated Web, e-mail, and fax capabilities.
"This test demonstrates how InfoCast can offer enterprises of all sizes a complete call center infrastructure on demand," says Jim Leech, InfoCast's
president and CEO. "With InfoCast's VCC solution, customer service representatives can be located centrally in a company's facilities, distributed throughout several company locations, or be working from their homes. And InfoCast offers companies a pay-per-use alternative to bearing the
full capital cost of expensive, location-bound call center hardware."
The tests included advanced features allowing managers to monitor a call, whisper to the customer service agent without the caller hearing, transfer the call to another rep, or intervene in the call and talk to the customer personally.Customers say VCC is key
InfoCast customers testing the VCC solution were pleased. "Having such advanced management functionality is key when managing a distributed call center," says Mark MacDonald, vice president of Mediapro Communications, a Halifax-based call center firm specializing in servicing large telecommunications companies. "But most of all, InfoCast's VCC network frees us from the traditional 'bricks-and-mortar' call center model and allows us to
recruit agents working outside our geographic location, giving us an edge in human resources."
Ron Nelson, president of New Edge Technologies, agrees. His Internet destinations marketing company tested the VCC solution's integrated Web capabilities on its own in six other cities, as well. "We were very pleased.Our customers are tourist destinations whose web sites require a customer service agent ready to help travellers online. InfoCast's VCC solution allow our agents to chat with travellers in real-time in their language of choice and push Web pages showing suggested destinations. And it allows our agents to work from anywhere."
InfoCast's VCC solution is expected to be generally available in the first calendar quarter of 2000.
About InfoCast's Virtual Call Center Solution Connected to the global AT&T backbone through AT&T Canada's network, InfoCast's VCC hubs deliver Public Branch Exchange (PBX), Automatic Call Distribution (ACD), and Interactive Voice Response (IVR) functionality to customers on a pay-per-transaction basis. Using voice-over-IP technology,
agents take voice calls through standard desktop PCs and ordinary headsets, and handle Web chat sessions and route e-mail and faxes. Routing based on skills and language is supported, as well as advanced management features like Monitor, Whisper, and Barge.
About InfoCast
InfoCast Corporation is the leading E-enabling application service provider (ASP), providing secure, scalable infrastructure-on-demand for enterprises to build closer relationships with customers, partners, and employees. Core InfoCast offerings include virtual call center (VCC), telework, and E-learning applications coupled with related best-of-breed offerings for customer care, data warehousing, and E-commerce. More information about InfoCast Corporation can be found on the Web at
www.infocast-corp.com.
This press release contains forward-looking statements. These forward-looking statements are dependent on a number of factors, which could cause actual results to differ materially from those expressed or implied in
the forward-looking statements.
SOURCE InfoCast Corporation
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