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Technology Stocks : John, Mike & Tom's Wild World of Stocks
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To: wlheatmoon who wrote (1426)7/6/2000 11:57:00 PM
From: Jorj X Mckie  Read Replies (2) of 2850
 
Hi Mike,
on the internet telephony thing...the real benefit isn't in talking through your computer to save on long distance charges. Heck you will be able to connect a phone to your cable modem or DSL modem soon enough and then you won't have to deal with software codecs which add excessive delay to the call.

The real benefit is going to be in the integration of voice and data into the customer contact center...or by the more common term "call center". Contact centers are one of the true growth offshoots of the internet. Even though the internet business model eliminates much of the need for a bricks and mortar presence, there will always be a need to provide customer service.

I'll try to construct an example: Let's say that I place a stock trade using my online account with Schwab and there is some problem with the trade. With internet telephony, I could click on a "talk to customer service" button and that would establish a link with Schwab's call center and bring up the screen that I am looking at, thus eliminating the time normally used to call up the information or explain it over the phone.

This same model could work for retail (I believe Land's End has a pilot running), banking or wherever you find call centers.

The real challenge is getting the quality of service guarantees on the internet....no small task.
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