RealTime IT News

eShare Technologies Debuts E-Mail Management Tool

eShare Technologies delivered its NetAgent Re:sponse e-mail management system that integrates with its eShare NetAgent customer service chat application.

Both NetAgent Re:sponse and the NetAgent real-time suite share the same user interface and technology architecture, making it easy for online customer service agents to simultaneously serve customers via chat and/or e-mail, the company said. Both products share a unified reporting structure.

eShare NetAgent clients include 1-800-Flowers, America Online and AT&T. "Early on in the product development stage, eShare analyzed the needs of e-retailers and their customers," said Jim Tito, eShare's chairman and CEO.

"What we found is that customers want to choose how they interact with online stores when they have questions to ask and online stores want to work with a single vendor that has an integrated chat/e-mail solution. The tight integration between NetAgent Re:sponse and the full NetAgent suite meets both these needs."

NetAgent Re:sponse uses automatic routing and response technologies to give customer service representatives (CSRs) and call center agents the ability to answer both routine and specialized customer e-mails. Price points were not disclosed.