Intelligent routing and click-to-connect are some highlights of WebEx's remote service addition to its Support Center product; "[The vendor] understands service," one analyst says.
Posted Aug 17, 2006
Business collaboration services provider WebEx has released Remote Support, the latest addition to its Support Center software product in an attempt to lay claim to a greater share of the contact center solutions market, which Datamonitor estimates will reach $4.7 billion by 2009. WebEx Remote Support fits within the company's opus of on demand systems, providing automated routing and the ability to directly connect with support personnel through the interface. These capabilities make WebEx Support Center suited to a variety of environments, including distributed "virtual" contact centers, according to the company.
"In customer service and technical support today, the primary means of contact are the phone and self service, but the phone still dominates," says Jack Chawla, director of support solutions for WebEx. "Customers are becoming more likely to contact the company via electronic means, and support personnel need a way to see what is going on in the customer experiences."
Chawla says that in addition to making the support experience faster and easier for customers, WebEx Support Center and Remote Support improve internal efficiency. "It's a huge advantage for the contact center as well. Remote Support reduces average resolution time and opens the option of multiple simultaneous customer support through chat," Chawla says. "Especially in technical support, it's often easier to handle multiple conversations at once because of the time required for the customer to provide input and take action."
Andy Nilssen, senior analyst and partner with Wainhouse Research, applauds WebEx's efforts. "WebEx has studied what a support center does; it didn't just shoehorn its product into the space and claim it was a solution," Nilssen says. "They [WebEx] understand service. They don't dump something on the doorstep and run."
Nilssen adds that Support Center has helped set WebEx apart from everybody else in the field of on demand services. "They get the philosophy of SaaS. There are people that say it and people that do it; WebEx does it. You pay for what you use, no more and no less. This is one company that has been on a growth tear and deserves it."
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