Online Communications and Customer Service - Part 2

12 October 1999

Sorry for the delay, but unfortunately, the companies I'm so dying to plug to you are not getting back to me in a timely fashion with the information I need! I do really mean to write every two weeks, honestly! So we may need a part 3 to wrap up loose ends, maybe not. :)

Atio.com
Atio is offering various solutions for online customer interaction, though the main one I saw was their CyberCall solution. This seemed to me to be little more than a form that tells your agents who to call... it's the YOU CALL ME thing from Part 1, and I'm sorry but I just don't see a major use for those types of things. Their webpage says:

With CyberCall, lost opportunities are turned into satisfied customers. Whether a customer clicks on the CyberCall button, sends a fax, email or uses the telephone to contact an agent, the contact request is routed to the appropriate person by the CyberCall Interaction Gateway. This multimedia Automatic Call Distributor (ACD) selects the appropriate person to respond and delivers the customer information to the agent prior to their first interaction. No wasted time asking unnecessary questions or worse, calls assigned to the wrong agent for the problem at hand.

Hey, we did that for a client's site. It's called creating a form processing script that routed the form info to different email addresses based on what they chose as the subject and what they needed. That cost the client nearly nothing for programming labour.
        Here is what the rep who emailed me said about their pricing:

The issue of pricing is not a simple xx cents per call as we are selling premise based solutions not selling the functionality on a service basis. Given the complexity of such a solution the price has a lot of variables depending on number of agents, IT and telephony infrastructure, levels of integration and automation etc. In a 50 agent environment CyberCall would cost between $3,500 and $8,000 per seat depending on the chosen functionality and the level of integration needed with the company's business applications and customer warehouse. The price includes server/s, voice resources, and all software.

This is $70-160 per agent, but I'm not sure if this is per year, per something else, or just a license forever. I also don't know if this involves any of their other solutions, and frankly, I wasn't turned on enough by their product or communication to research further. Sorry everyone!

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