CyberCall to Receive 1998 Product of the Year Award from CTI Magazine
Business Editors & High-Tech Writers
MINNEAPOLIS--(BUSINESS WIRE)--Dec. 9, 1998--ATIO
Corporation has announced that CTI Magazine, a leading authority in
Computer Telephony has chosen CyberCall(R) 3.0 as 1998 CTI Product of
the Year. Out of hundreds of products evaluated by Technology Marketing
Corporation (TMC) CyberCall was selected for this award in the Call
Center, Contact Center category.
The award honors CyberCall's solid architecture and its capabilities to
support interactions between customers and call centers via a variety of
media. It is a comprehensive solution that is easy to configure to fit the needs
of a customer-driven enterprise.
"CyberCall 3.0 is the perfect solution for small and middle sized call
centers" said Willem Ellis, CEO of ATIO Corporation. "This prestigious
award confirms the message we have been receiving from trade analysts and
our customers: CyberCall is the right product for companies that want to
improve their business responsiveness by allowing their customers to contact
them through various access routes. By being accessible via the media
preferred by their customers, businesses can separate themselves from the
competition."
Today companies find themselves in an increasingly competitive world. It
is no longer enough to compete on price and features. It has been proven by
numerous statistics that to retain and attract customers companies must
deliver outstanding customer service. CyberCall was created to enable
companies to do just that.
By the year 2000, it is estimated that 30-40% of all call center traffic will
be initiated by means other than the telephone. With CyberCall 3.0
companies can offer both traditional telephone access for their customers
and on the same platform providing e-mail, fax, interaction from the Web
like callback, text chat, voice over IP and web collaboration. The result is
responsive and personalized customer service across all media streams
including automated services like Interactive Voice Response (IVR) and
fax-on-demand.
Whether a customer clicks on the CyberCall button on a web site, sends
a fax, e-mail or uses the telephone to contact a business, the contact request
is always routed to the most appropriate agent by the CyberCall Interaction
Gateway. This All-media Automatic Call Distributor (ACD) selects the most
knowledgeable available agent to respond and delivers the customer
information to the agent prior to their first interaction. No wasted time asking
unnecessary questions, repeating questions or worse, calls assigned to the
wrong agent for the problem at hand. The result: rate of First Call
Resolutions will increase, leading to a lower cost per call and higher
customer satisfaction.
The modular design of CyberCall allows flexibility in implementing a
company's customer interaction solution. A business can start implementing
the capabilities it needs right now, e.g. inbound telephone and IVR, and add
other modules such as Web, fax, outbound dialing etc. when the need arises.
CyberCall is easily configurable giving companies versatility in how each
customer interaction is managed, and the ability to dynamically adapt to
changes in their business.
The built-in management tools provide central management and reporting
of all call center resources: people and systems, even in multiple locations.
Since all the access media and interaction handling resources are controlled
from one point, it is possible to build business rules to automatically handle
the allocation of the most valuable resources to the customers representing
the highest value to the business.
CyberCall runs on Microsoft (Nasdaq: MSFT) NT servers and supports
clients on Windows 95, 98 and NT. Telephony functions are provided via
CT-Connect, CT Media and hardware from Dialogic Corporation
(NASDAQ: DLGC). ATIO's standard turn-key solution includes servers
from Compaq (NYSE: CPQ).
For information on CTI Magazine and TMC visit www.tmcnet.com.
More information about ATIO and CyberCall can be found on the
company's web site at www.atio.com. |
