Live CSR Host - EIS ASP Edition for ASP Providers

Expand Your Service Offering Into the High Growth Area of Online Customer Service with Dacon's Enterprise Interaction Suite ASP Edition.

Application Server Providers (ASP's) can expand their revenue streams and service offerings into the high growth area of web-based customer service with Dacon's Enterprise Interaction Suite (EIS) Edition. By offering Dacon's eCRM solution, ASP's enable companies to better manage their customer relationships by combining live interaction with personalized service, leading to reduced costs and increased profits.

Dacon's EIS system comprises such modular components as collaborative chat, email resolution, Assist self service, VoIP, and wireless, which are built on Dacon's Enterprise Interaction Platform. Modules can be purchased as a full suite or as individual components.

The fully scalable suite comes in three versions (Web Standard, Web Enhanced, and Application) that ASP's can offer their customers to meet the diverse needs of companies ranging from small businesses to large enterprises in B2B, B2G, and B2C environments.

Benefits

• Provides ASP's a web-based customer service offering for their e-business clients.

• Improves customer retention and loyalty through increased customer satisfaction, lower number of abandoned transactions, and enhanced personalized service.

• Reduces operating costs through one CSR's ability to handle multiple companies and reduces telephone costs while protecting investment in existing systems.

• Increases sales revenue and customer loyalty through showcasing of products and services that leads to upselling and cross-selling.

• Simplifies integration and permits scalability through EIS's open architecture and enterprise Java foundation.

Features

• Full range of modular components, including collaborative chat, email resolution, self-service, VoIP, and wireless.

• Multi-client capabilities and billing engine.

• Powerful front-office capability and back-office collaboration and reporting.

• Scalability to enterprise-class operations.

Architecture

• VoIP Server - A bridge between an Internet call and the Multi-Channel Work Queue, the VoIP server channels online calls through the same path as conventional calls, making it indistinguishable to the CSR. It treats customer using voice technology on the Internet to be channeled through the same.

• Reporting Server - This server allows a Call Center Manager to obtain an up-to-the-minute view of the activity within each queue and the overall activity within the call center.

• Billing Server - This server, available only in the Edition and the ASP Service, allows end-customers to be billed for work transacted within a call center.

• Intelligent Routing Server - This server accepts incoming customer requests from the Multi-Channel Work Queue Server. These requests are routed to appropriate CSR groups based on a customer's profile or request. This server also plays another key role in managing the load within each CSR group to minimize customer wait time.

• Multi-Channel Work Queue Server - The queue server accepts real-time customer requests through the various media connectors - VoIP, chat, email and wireless. The queue server works in conjunction with the Intelligent Routing Server to forward a customer request to the appropriate CSR.

• Email Server - The email server accepts structured customer requests and works in conjunction with the Multi-Channel Work Queue to forward these requests to the appropriate CSR. The CSR response is then forwarded back to the customer through the email server.