Champaign, IL (PRWEB) April 30, 2012
Real-time information helps managers make better decisions. And within email customer service that means keeping an eye on customer inquiries, staff availability, and overall team performance.
One-to-One Service.com announced today that iService 6 now includes a real-time COMET server for publishing information to service representatives and management, and getting incoming inquiries routed to the next available agent more quickly. Commonly used in applications like stock tickers, COMET is a technology that allows information to be pushed to a browser without any action taken by the user.
"iService 5 includes an alerts escalation component to notify management and take automated actions under various conditions. In iService 6, our new COMET server provides management even more oversight with a constantly updating view of message queues and agent activity in real-time," said Scott Whitsitt, founder and CEO of One-to-One Service.com. "Some of our customers have email response service levels as low as 10 minutes. Getting messages to representatives a few minutes or even seconds earlier with true ACD style routing can be significant."
The new COMET server functionality within iService provides a real-time status of agents, and allows them to "go available" for accepting new email interactions, similar to the way telephony applications deliver telephone calls to call center agents. It will also be the foundation for a new product offered by One-to-One Service.com, iService Chat, expected to be released fall 2012.
About One-to-One Service.com
One-to-One Service.com is a leading provider of web-based email response management and customer interaction software (iService) that is easy to implement and enhances each customer interaction. iService routes and manages customer email inquiries, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing modules (iCentives®). iService is available as an on-demand or on-premise solution and can be easily integrated with your existing web site.
Formed in 1997, One-to-One Service.com is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One Service.com can be reached at 217.398.MAIL (6245) or on the Web at http://www.1to1service.com.
iService, iCentives, the One-to-One Service.com logo, and the name One-to-One Service.com are registered trademarks of One-to-One Service.com, Inc.