RealTime IT News

eShare Delivers NetAgent 2.0

eShare Inc. delivered version 2.0 of its NetAgent online sales and customer care system

NetAgent 2.0 acts as a communications conduit between suppliers and their customers by providing real-time dialog capabilities that both automate and improve Web-based commerce, customer support and service, the company said.

"E-customers are more likely to buy when their questions and concerns are immediately answered," said James Tito, eShare's president and CEO. "If they are forced to leave an e-commerce site to seek additional information via 800 numbers, customer support lines or other Web sites, the likelihood they will return to buy is severely diminished."

"Using NetAgent 2.0's standards-based, secure and scalable Internet dialog facility, suppliers are able to respond in real-time to buyer's questions via Internet chat sessions without the customer having to interrupt their buying process."

Among the new features in Version 2.0 are its e-mail support, customer observation capabilities and APIs that allow for the integration of NetAgent with leading knowledge-based engines.

The Customer Observation module allows agents to observe and log live visitor activity, as well as proactively engage visitors in real-time discussions through their browsers. The e-mail support module allows customer support representatives (CSRs) to manage customer e-mail better by tracking and grouping them with incident ID numbers. The API support module enables users to seamlessly tap into their installed knowledge-bases without having to re- build any data.

Version 2.0 supports any browser and provides security using SSL encryption. It works with and through virtually all Internet firewalls and hardware configurations. In addition, NetAgent 2.0 is fully customizable via a Software Developers Toolkit, the company said.

>From a sales perspective, NetAgent 2.0 enables sales agents to "push" pricing information, marketing materials and order forms to customers in real time. The system also enables sales agents to support up to six customer transactions simultaneously via separate dialog windows. Pricing data was not disclosed.