Assessing Web-enabled call center technologies

E-commerce's explosive growth has seen corporate Web sites mature from electronic versions of glossy brochures to full-service storefronts. To support this new environment, companies are providing real-time customer service to their Web customers. Despite this tremendous e-commerce growth, many people remain reluctant to complete a Web transaction without first talking to a live agent. Corporations are linking their Web sites to call centers where pools of trained agents can assist Web shoppers that need help in real time. To provide Web visitors with instant customer service, retailers are adding a talk-to-agent button on Web pages. When a visitor presses the button, the Web site will present the caller with several options for actuary talking to an agent. These options include e-mail, text chat, agent callback, and Internet telephony. There are two main technology alternatives that a call center can implement for Web integration. The first technology enables a traditional call center that has circuit-switched-based systems to support talk-to-agent alternatives. The second technology is the implementation of an all-IP call center infrastructure. Mitretek's Call Center Lab has assessed several products.