As Internet bandwidth continues to increase geometrically and as Internet-based telephone technology matures, increasingly customers are going to be communicating with your company through VoIP (Voice over Internet Protocol). Today's customers expect to contact an e-business when they want and how they want, and VoIP affords another convenient means for customers to access quickly your customer service representatives (CSRs) and forms an integral part of your overall e CRM strategy.

But how can an enterprise provide the convenience of telephone access over the Internet while making available to online customers other efficiently managed alternative channels of communication? How can your CSRs be used to maximize operating efficiencies? Live CSR Host VoIP answers these questions. As part of Live CSR Host's Enterprise Interaction Platform, Live CSR Host VoIP provides the capability of routing customer telephone inquiries into Live CSR Host's Universal Queue, allowing CSRs to manage efficiently customer inquiries from multiple communication channels. .

The advantage of Live CSR Host VoIP over conventional call centers is found in the wealth of resources that computer integration places at the fingertips of the CSR. Once a customer has established an identity with the company, all of that customer's history, including purchasing record and preferences, can be made available to the CSR as a singular customer view for use in upselling, cross-selling, and other promotions. By being able to access customer data, the CSR can personalize his or her remarks, asking questions about customer satisfaction with previous purchases or checking on problem resolution. CSR productivity is dramatically increased by having CSRs efficiently respond to emails from their queue during downtimes from VoIP, conventional telephony, or other real-time customer interactions. Additionally, CSRs can talk in real-time over the web, reducing line charges for the average call from $4.01 to virtually zero, says Forrester Research. Live CSR Host equips CSRs with the tools necessary to provide the kind of quality service that strengthens customer loyalty.

Live CSR Host VoIP is part of Live CSR Host's Enterprise Interaction Suite (EIS) developed to help enterprises better manage their customer interactions and provide enhanced online customer service. EIS is available as a licensed product or as an ASP service. Other components of EIS include Live CSR Host Email, Live CSR Host Telephony, Live CSR Host Collaboration, Live CSR Host Assist (self-help), and Live CSR Host Wireless.