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Purdue University Researchers Conduct Study On Web-based Customer Service That Seamlessly Connects Customers To The Call Center Over The Internet While On A Company’s Web Site

White Paper Earmarking CrystalVoice Communications' Click-To-Talk as a Compelling Web-based Customer Service Solution is Now Available SANTA BARBARA, Calif. - July 25, 2005 - The increased customer demand for shopping convenience and information accessibility has made multi-channel customer service - seamlessly integrating a company's Web site with the live-agent telephone center - an enterprise's competitive advantage when it comes to optimizing customer service. This is according to a White Paper entitled "Click-to-Talk Web Customer Service: A Business Case," officially released by Dr. Jon Anton of the Purdue University Center for Customer-Driven Quality and BenchmarkPortal, Inc., a leading source of CRM best practices for contact centers. With company Web sites successfully being used for various self-service applications, including marketing and eCommerce, the majority of Web sites have not been able to efficiently meet customer service needs. In fact, according to the White Paper, "while the Web can effectively divert a portion of customer inquiries from the call center, it still does not meet the individual needs of most customers. More importantly, the Web has not met the needs of the enterprise when it comes to maximizing revenue." The majority of Web-based self-service implementations are unable to efficiently deliver a personalized customer service experience, or the necessary consultation capabilities required to complete complex transactions. Additionally, most Web sites do not allow for valuable up-selling and cross-selling opportunities for the enterprise. In fact, a recent study cited in the White Paper showed that approximately 38 percent of on-line customers would abandon their shopping carts if they were unable to secure the information they needed before they got to their virtual checkout. Several critical Web-based customer service issues are addressed in the White Paper, including:

  • What would it take to make Web-based self-service more effective, and, ultimately, an optimized revenue-generating solution for all types of purchase-related transactions?
  • How can the one-dimensional aspect of Web sites be transformed into an adaptive, responsive channel to facilitate up-selling and cross-selling, and convert more browsers into buyers?

"CrystalVoice's Click-to-Talk application truly enables the concept of assisted self-service. Companies that desire an integrated brand across multiple interaction channels can seamlessly aid web customers and prospects in a new way, leading to increased customer sales, loyalty, value and profitability," said Dr. Jon Anton, Director of Benchmark Research at Purdue University's Center for Customer-Driven Quality, and author of the White Paper. As an engaging solution to these issues, the White Paper examines in detail the impact that CrystalVoice's Click-to-Talk solution has had within the healthcare industry - an industry known for handling some of the most complex kinds of customer service issues. A truly unique solution, Click-to-Talk enables a Web user to click an icon on a Web page and be securely connected, over the Internet, to the call center agent most able to answer their customer service questions and/or assist them with the completion of an e-commerce transaction. In the White Paper, Dr. Anton specifically addresses the impact that Click-to-Talk has had on BlueCross BlueShield of South Carolina (BCBSSC). The group's call center handles thousands of incoming phone calls per day and serves approximately 10,000 medical practices and 45,000 other related users of its services. BCBSSC needed a cost-effective solution that would encourage the use of Web self-service, decrease call center hold time, and better route and prioritize incoming call inquiries. In addition to detailing the initial implementation process for BCBSSC, the White Paper also provides insight on tangible results realized by BCBSSC. Beyond the BCBSSC case study, the White Paper also examines the impact that Click-to-Talk can make across a variety of industries for their call center needs, as well as the various value propositions for implementing the solution, including increased revenue and transaction size, increased customer loyalty, higher customer retention, increased profitability and market dominance. "Click-to-Talk Web Customer Service: A Business Case" is available by visiting or About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. In 2005, BenchmarkPortal, Inc. received U.S. Patent #6,877,034 for its unique methodology of contact center performance benchmarking through metric gap analysis. BenchmarkPortal's Web site can be found at: For additional information contact: Susan Hampton Communications Manager BenchmarkPortal, Inc. (805) 614-0123 ext. 36 About CrystalVoice CrystalVoice Communications is the leading provider of Voice over the Internet software solutions. CrystalVoice's award-winning enterprise products include Remote Extension, Click-to-Talk, and Interoffice Voice Trunking. CrystalVoice is a Cisco® AVVID (Architecture for Voice, Video and Integrated Data) Technology partner and a member of the 3Com® VSPP (VoIP Solution Provider Program). Headquartered in Santa Barbara, California, the company has developed leading-edge applications to enable eCommerce, customer support and service by enabling clear, reliable voice and associated data to be transmitted over the Internet. The CrystalVoice Web site is CrystalVoice is a registered trademark of CrystalVoice Communications, Inc. All other company and product names may be trademarks of their respective holders. Media Contact: Valerie Christopherson Bock Communications, Inc 714.540.1030 ext. 17 714.540.1060 fax

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