London, March 5, 2001 - Choosing a gas and
electricity supplier or changing a mobile phone tariff can be
confusing, and most of us probably don't shop around before signing
up to a service. uSwitch, the independent comparator of home
services, provides free information and advice to help users obtain
the best deals and choose the right service for their needs. In
line with this service, uSwitch has implemented FaceTime's Instant
Customer technology to offer users an additional communication
channel. FaceTime's product enables users to use real-time text
chat to answer any queries they may have. The 'live help' service
can be found in the customer service section of the website.
Visitors to the website (www.uswitch.com), can ask
questions while online, via instant messaging and get answers
without disconnecting from the web to use a phone. uSwitch looked
at a number of companies ranging from larger call centre suppliers
to alternative Internet solutions. uSwitch chose FaceTime Instant
Customer as it is a totally integrated package that enables
correspondence to be tracked. In addition, the package enables
agents to guide customers through the site by pushing a URL to the
customer's browser. This ensures that the service is totally
interactive and is more than just a 'text chat' facility.
"Consumers often stick with their initial supplier as changing can
prove to be more hassle. Implementing the FaceTime application was
another means of offering a value-added service to our customers.
People often don't want to call a help desk, as they are concerned
that they will be left holding waiting to be helped. This service
ensures that customers can communicate with uSwitch in real-time
and have their queries answered." says Barry Holloway, relationship
manager for uSwitch. Marcus Bennett, managing director of FaceTime
comments, "For uSwitch it is crucial that customers have a number
of mediums to communicate their suggestions or concerns. With
FaceTime's solution this enables uSwitch to track all telephone
calls and tailor the service to each customer. In addition, Instant
Customer enables the customer service agent to take site visitors
through the site and transfer them to another section of the
website, if appropriate."
About Actiance
Actiance helps organizations manage, secure and ensure compliance
across unified communications, collaboration and Web 2.0
applications such as blogs, wikis and social networks. Actiance's
award-winning platforms are used by 9 of the top 10 US banks and
284 FINRA regulated firms globally.
The Actiance platform allows organizations to gain visibility of
applications in use, apply usage and content policies, ensure
compliance and gain valuable insights across the communications and
collaboration channels. Actiance supports all leading social
networks, unified communications and collaboration providers and IM
platforms, including Facebook, LinkedIn, Twitter, Google, Yahoo!,
AOL, Skype, Cisco, Microsoft, Jive, and IBM.
Actiance is headquartered in Belmont, California. For more
information visit or call 888-349-3223.
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