HearMe CRM VoIP To Be Interoperable With Cisco Customer Contact Software Platform

eCRMGuide.com Staff

Updated · Jan 24, 2001

MOUNTAIN VIEW, CA–HearMe, a developer of next generation VoIP application technologies, has
announced the interoperability of its HearMe CRM VoIP (Voice over Internet Protocol)
application technologies with the Cisco Systems’ customer contact software platform delivering
IP-based voice capabilities to market.

HearMe says this effort promises to offer new, efficient and cost-effective channels for
increasing communication between customers and service agents and will enable contact center
agents and customers to share information over Web pages, while simultaneously
engaging in a live conversation either through PC-to-phone or PC-to-PC functionality. They say
the interoperability between the two solutions will enable customer service agents to provide
customers with more efficient and personalized service, and will
enhance overall contact center productivity and customer satisfaction.

According to HearMe, their ClickAGENT click-to-talk technology has been tested to work with
the Cisco customer contact software platform as part of this interoperability effort.
As a result, they say, contact centers can utilize HearMe’s firewall friendly technology to
add Voice over IP (VoIP) as another customer communication channel, while deploying Cisco’s
industry-leading collaboration, media blending, and contact routing capabilities. This enables
contact centers to take advantage of their legacy ACD investments by
adding a new customer interaction channel to their existing systems.

“Cisco’s efforts have been fundamental to the evolution of Voice over IP deployment,” said
Frank Chu, general manger for HearMe technology products. “With a Voice over IP-based CRM
application such as HearMe’s ClickAGENT working with Cisco’s customer contact software
platform, customers will now be able to see greater benefits of
IP-based contact center technologies.”

HearMe says their customer care solution complements Cisco’s customer contact software
platform with VoIP application technology providing a supplemental channel for communication
between customers and agents by supporting calls from customers on a PC visiting a Web site
directly into a telephony or IP-based call center. As a result, they say businesses can
provide immediate and personalized customer service through real-time conversations to aid
clients before making buying decisions or when looking for product support.

Based on industry standards including SIP and H.323, HearMe says their VoIP technology offers
advanced IP telephony functionality including support through corporate firewalls and proxy
servers.

“The Cisco customer contact software platform is based on a multi-level, open architecture
offering wide levels of interoperability and empowering our customers with greater choice
and faster time to market,” said Brett Shockley, vice president and general manager for the
Customer Contact Business Unit, Cisco Internet Communications Software Group. “HearMe’s
Voice over IP click-to-talk interoperability with our Cisco Collaboration Server provides a
flexible, VoIP-based solution for businesses sensitive to the evolving information and
communications needs of their customers.”

HearMe says customers can take advantage of the interoperability between their
ClickAGENT technology and the Cisco customer contact software platform through integration
services provided by Cisco’s professional services organization.