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.