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WebDialogs, IRT Team On Call Center Online Communication

By eCRMGuide.com Staff     Feedback

WebDialogs says the partnership will allow IRT clients to combine voice with data collaboration.

BILLERICA, MA--WebDialogs, Inc., a provider of enhanced voice and multimedia communication services, has announced its partnership with IRT, a provider of customer relationship marketing services and contact marketing programs. WebDialogs says that IRT clients can now combine voice capabilities with data collaboration through WebDialogs' WebInteract service. They say WebInteract offers the end user a communications services platform with broader and enhanced customer interaction solutions.

"With WebDialogs' WebInteract service, we have expanded the live, interactive Web response services we offer our clients. WebInteract's collaboration or real-time co-browsing, as well as its instant voice over Internet protocol and public switched telephone network connections can now be an integral part of the Web services we provide," said Richard Eychner, chief operating officer for IRT. "Through the use of WebDialogs' technology, our agents can push and view Web pages with customers in tandem, all the while sharing these secure pages with visitors without disclosing passwords." He added, "We were able to integrate WebInteract with our existing technology infrastructure and train our teams on the use of these services easily and quickly."

WebDialogs says that in addition to IRT's telephony and contact center features, WebDialogs' technology allows the call center's service agents to assist Web visitors with real-time site navigation, order processing, application and form completion and product comparisons. They say that with real-time voice and data collaboration, agents can enhance their cross-selling and up-selling activities and meet quality assurance and monitoring objectives. As a result IRT clients can enjoy increased online conversion rates, improve customer satisfaction and build long-term customer relationships.

"We are pleased to partner with a leading call center such as IRT who shares in a goal of offering customers a complete customer relationship management solution," said Lou Guercia, president and CEO of WebDialogs. "By integrating our WebInteract technology, IRT is able to extend live online assistance to its strong customer base and respond to the growing demand for CRM outsourcing services."

This article was originally published on January 9, 2001
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