Well, if management can't spin this, I will.
February 01, 1999, Issue: 719
Section: Intranets Internet
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All-In-One Support -- Inference product centralizes data
Justin Hibbard
Inference Corp. last week released k-Commerce Support 4.0, software that provides customer-service and support information via call centers, the Web, E-mail, chat, and interactive voice response systems-all from one database. The product signals a move by support software makers to offer a central application for managing contact with customers.
k-Commerce Support comprises five modules: k-Commerce Desktop, which lets customer-service agents enter problems as customers describe them; k-Commerce Web, which lets customers troubleshoot problems over the Web; k-Commerce E-Mail, which integrates Kana Communications Inc.'s Customer Messaging System, an E-mail management application; k-Commerce IVR, which uses speech-recognition software from Periphonics Corp.; and k-Commerce Chat, which integrates eShare Technologies Inc.'s NetAgent customer-interaction system.
Allen Bonde, an analyst at Extraprise Group, expects other customer-service software makers to offer all-in-one contact products. Storing all information in one database cuts the cost of administering multiple databases and lets employees provide personalized service. k-Commerce Support lets service reps enter information about customers gathered from phone calls and E-mail, and captures information customers enter in self-service Web forms and IVR questionnaires. Sales and marketing staffs can then use the information to research customers and generate sales leads.
k-Commerce Support 4.0 is available now for Windows 95, 98, and NT. Pricing starts at $1,495 per seat and $50,000 per server.
Copyright ® 1999 CMP Media Inc.
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