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Strategies & Market Trends : Cents and Sensibility - Kimberly and Friends' Consortium -- Ignore unavailable to you. Want to Upgrade?

To: Kimberly Lee who wrote (16460)	9/24/1999 12:24:00 PM
From: Panita	Read Replies (1) \| Respond to of 108040

BWEB looks good at 16 1/2

To: Kimberly Lee who wrote (16460)	9/24/1999 1:13:00 PM
From: david simns	Read Replies (2) \| Respond to of 108040

I stumbled onto this company sounds impressive to me. If anyone has a minute let me know what you think. Sento Leads the Way in eCustomer Contact Center Service Solutions AMERICAN FORK, Utah, Sept. 21 /PRNewswire/ -- Sento Corporation (Nasdaq: SNTO) has embraced the transformation the Internet is having on customer care through its eCustomer Contact Center Service solutions. Sento has developed an end-to-end, Internet-based eCustomer Contact Center solution that extends beyond the traditional telephone call center. Sento's technology employs the latest in convergent networking technology combining both voice and data traffic and intelligently routes all customer interactions -- regardless of media types -- to the most qualified contact center representative. The Company's Web-enabled customer interaction management software then provides specific customer account information and history to efficiently serve high volumes of customers with personalized care. The technology employs voice over Internet protocol (VoIP) and Sento's Web-enabled software creating a true, blended media environment. According to the September 1999 edition of Call Center Magazine, "Sento, an outsourcer specializing in technical support, is leading the field in voice-over-IP telephony." Sento's eCustomer Contact Center Internet media capabilities include: -- E-Mail Interactions -- Allows contact center representatives to respond to customer e-mail inquiries with the same efficiency and personalized care as telephone interactions. -- Web Call Back Interactions -- Allows customers visiting a company's Web site to request a telephone call from a contact center representative either immediately or at a more convenient time. -- Web Text Chat Interactions -- Allows customers to enter questions into their Web browsers and engage in real-time dialogue with contact center representatives. -- Web Call Through (voice over IP) Interactions -- Allows Web users to speak to contact center representatives via their computers through the Internet. With a click on a company's Web site, customers who prefer Internet-based communications can be connected to a representatives using standard Internet software. -- Browser Collaboration Interactions -- Allows contact center representatives and customers to synchronize Internet browsers and simultaneously view and navigate a company Internet site to aid customers in pre and post-sales support. "The advent of the Internet and e-businesses has changed the way companies interact with customers," said Arthur F. Coombs, Sento Chief Executive Officer. "Businesses must create new customer entry points as Web-based communications become a competitive requirement. Four out of 10 customer inquiries made to Sento's eCustomer Contact Center are already Internet- based." "There is a tremendous amount of interest in Web-enabled contact centers in the market today. However, while technologies continue to advance, only a select few companies are presently ready to bring this functionality into their contact center," said Drew Kraus, Senior Industry Analyst for Dataquest. "One of the reasons for this hesitancy is the high cost of the technology combined with the higher cost of systems integration. Enterprises that are prepared to engage in this form of e-commerce from the products, process and personnel standpoints, but not necessarily a technology standpoint, will likely be interested in outsourcing the technology side of the equation." Sento's eCustomer Contact Center technological environment offers companies complete customer service or technology infrastructure outsourcing solutions. Sento Corporation provides technical services and products for organizations using Windows NT and UNIX client-server computing environments. These services include Network Consulting, Contract Technical Support, Help Desk Services, Technical Training and Education. Sento conducts its business through its operating divisions, including Sento Consulting, Sento Training and Sento Technical Services. For more information, visit Sento's home page at www.sento.com. SOURCE: Sento Corporation CONTACT: Dave Clifton of Brodeur Porter Novelli for Sento Corporation, 801-765-1500, ext. 225, dclifton@brodeur.com; Robert Sorenson of Sento Corporation, 801-492-2204, robert_sorenson@sento.com