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Technology Stocks : Lucent Technologies (LU) -- Ignore unavailable to you. Want to Upgrade?

To: Mighty Mizzou who wrote (6439)	2/24/1999 12:12:00 AM
From: Diamond Jim	Respond to of 21876

News February 23, 10:57 Eastern Time BASKING RIDGE, N.J. (Feb. 23) BUSINESS WIRE -Feb. 23, 1999--Lucent Technologies today announced new features for CentreVu(R) Internet Solutions, its suite of offers enabling companies to deliver superior customer service through multiple channels such as Internet text chat, Voice over IP, electronic mail and fax. The company said that Communications and Commerce, a leading customer care service bureau, is the latest business to implement CentreVu Internet Solutions. CentreVu Internet Solutions lets customers browse a business' web site while simultaneously speaking to agents using "text chat" or voice, all on a single phone line. CentreVu Internet Solutions also helps companies handle incoming electronic mail and fax messages from customers. It routes these messages to agents as part of a call center's general operations, enabling companies to handle electronic mail and fax contacts with the same level of care as they handle traditional voice calls. Communications and Commerce Chooses CentreVu Internet Solutions Communications and Commerce is including Lucent's CentreVu Internet Solutions as part of the range of solutions it offers to its business customers. With headquarters in Salt Lake City, Communications and Commerce designs, manages and provides agents for customer care centers. Communications and Commerce has installed CentreVu Internet Solutions to offer its customers the advantages of multimedia call centers. "Lucent's robust Internet call center capabilities help us meet the growing marketplace need for alternative customer care media," said Alec M. Brecker, Communications and Commerce vice president of Operations. "We're finding that when customers have more ways of interacting with a business, the more they'll use those channels and communicate. Internet call centers represent the most exciting development for deepening business and customer relationships we've seen for some time." "Our clients continue to emphasize how important it is that new technology be intelligently leveraged to increase their competitive edge, and that's exactly what CentreVu Internet Solutions does," said Scott Cole, Communications and Commerce director of Business Development. "With CentreVu, our clients can increase their productivity and continue to refine the customer care imperatives of convenience, responsiveness and flexibility." Lucent Expands Capabilities of CentreVu Internet Solutions The solutions' latest enhancements include: - Forms Sharing. A new way for agents to easily communicate and collaborate with customers. Forms Sharing extends Lucent's Escorted Browsing feature to HTML forms. It lets agents and customers simultaneously view and complete on-line forms. By working on the forms real-time with customers, agents can help customers complete forms correctly. This feature is ideal for financial institutions and insurance companies. - Multi-Site Capability. Enterprises with multiple customer care locations can now use all those locations to efficiently respond to Internet calls. Multi-site Capability routes calls to the best site based on available resources, such as number of agents logged-on to the Internet and time-of-day. The feature provides a Router API so businesses can control - and adjust - the parameters that route their calls. - User Interface APIs. Businesses can integrate their agents' CentreVu Internet Solution user interface with their own desktop applications. This feature allows customization of the user interface so that it appears with, and works seamlessly with, the desktop applications agents are using. - Firewall Compatibility. This feature includes software that makes it easier for customers at corporate locations to communicate with agents via the Internet while maintaining the security of their location's firewall. "Customer service is becoming more critical at the same time Internet communications are exploding," said Janice P. Anderson, vice president, Customer Care Solutions, Lucent Technologies. "The Internet gives customers multiple ways of contacting businesses, and businesses need ways to provide good service with an awareness of all these channels. The enhancements to our Internet Solutions portfolio will help businesses deliver a truly universal contact center." More About CentreVu Internet Solutions Lucent's CentreVu Internet Solutions uses a combination of premises-based hardware, software and professional services to enable a business to offer high-quality multimedia customer care. This includes Lucent's Internet Telephony Server, DEFINITY(R) Enterprise Communications Server and CentreVu customer care solutions software. Lucent's Netcare(R) Professional Services provides consulting and integration support. CentreVu Internet Solutions is designed to give businesses flexibility in choosing a mix and match of multimedia components they need to best serve their customers. It is available in selected countries throughout the world. More than 20 businesses are using CentreVu Internet Solutions, including Micron Electronics and SITEL. The features announced today are available immediately. Pricing for CentreVu Internet Solutions, including the enhancements, begins at $1500 per simultaneous agent session.