RealTime IT News

Acuity Releases WebCenter Express 2.2

Austin, TX-based Acuity Corp., a provider of Web-based customer interaction software, said that WebCenter Express 2.2 is now generally available and that 20 new companies have licensed the technology over the past six weeks.

New to the 2.2 version of is a full range of self-help capabilities, including a searchable knowledge base and an internal/external discussion forum.

WebCenter Express 2.2 also offers a seamless escalation path from the Knowledge base or forum to a live customer service agent. With LiveHelp! and the Answers With Acuity programs, companies can provide their customers and prospects new real-time, text-based communication capabilities in conjunction with visual collaboration via browser screen synchronization and document sharing. Customers can also search, browse and post entries while engaged with an agent.

New customers for the product include Precision Edge Trading, Benchmark Industries, Latitude Communications and enews.com.

WebCenter Express customers can elect to upgrade to Acuity WebCenter Enterprise, which includes automated e-mail routing and response capabilities; integration with customer information systems, knowledge management applications and computer-telephony integration (CTI) software; a complete WebACD that provides customizable routing and queuing of IP-based live help requests; and multiple forms of live communication, including real-time text conferencing, voice-over-IP, and telephony callback options.

WebCenter Express 2.2 starts at $8,995 for five customer service agent seats and unlimited end users in self-service or live help modes.