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Technology Stocks : General Magic
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To: Gerald Schickling who wrote (9000)8/24/2000 9:16:49 AM
From: Seconds Out  Read Replies (2) of 10081
 
Another interesting thought is regarding the telephone company call centers. Verizon just settled a strike with the last 35,000 employees still out (50,000 others settled last week). One of the main issues was forced overtime. Call center employees were averaging 15 hours of OT. The new agreement caps that at 7.5 hours.

While I am not saying that GMGC has a deal with Verizon, I think it is fair to say that Verizon will be looking for ways to automate their call centers. One of GMGC's strategies is to do just that. Take the first tier calls that can be handled through database management. Verifying appointments, reading back what service has been ordered. Even a more pleasant way of retrieving phone numbers. Of course, the caller has the option top bump to a live operator if necessary. GMGC is figuring that a pleasant enough experience will cause the bumping to occur due to higher level needs of the caller as opposed to lack of a desire to talk to an automated attendant. That is GMGC's competitive edge with the personality and transactional capabilities.

Whether it is Verizon, or some other company, I think we will see this type of application in the not too distant future, imho.

Meanwhile, the company continues to execute against its business plan.

Seconds Out.
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