FOSTER CITY, CA - June 4, 2001 -- FaceTime
Communications, the premier provider of Instant Messaging (IM)
applications for business, today announced a solution that
addresses the challenge of call escalations and resolution of
customer issues within high-volume telephony contact centers. Call
centers can now deploy the FaceTime Instant Message Director to
ensure immediate access to the appropriate knowledge experts
throughout the enterprise at the right time when solving customer
issues. Managers of distributed Global 2000 contact centers now
have a sophisticated solution to address costly and frustrating
telephone call escalations between various levels of an
organization's customer support. FaceTime's pioneering IM
technology for business applications facilitates on-the-job call
agent learning, dramatically improves accuracy of responses, and
reduces contact center operational expenses to ensure service-level
performance, even at reduced staffing levels. By streamlining
customer service escalation, FaceTime makes it possible for
companies to dramatically improve the quality of customer contact
while utilizing knowledge experts more efficiently, appropriately,
and economically. "FaceTime Communications is the first to market
an IM-based application designed to reduce costly escalations in
technology and financial services contact centers," said Glen
Vondrick, CEO of FaceTime Communications. "CRM and knowledge base
technologies alone do not address the real-time need for complex,
time-sensitive problem resolution in multi-tiered telephone contact
centers. People are the most important source of knowledge and
automated technologies are limited in accessing human expertise in
real-time. FaceTime's Instant Message Director is a cost effective
software solution that seamlessly integrates into contact center
processes for critical customer care while, at the same time,
reducing costs." The FaceTime Instant Message Director solves
challenges such as unavailable agents, dropped calls during
transfers, long hold times and repetitive information capture with
multiple agents. It enables access to scarce and valuable experts
for time-sensitive critical problem solving through real-time
identification, on-line agent presence detection and immediate
problem collaboration and resolution with the right expert at the
right time. Dedicated level two agents can now manage simultaneous
call escalations with Instant Message Director, enabling contact
centers managers to more effectively allocate expensive resources
while maintaining service levels. The FaceTime Instant Message
Director for call centers also meets the following requirements for
enterprise escalation deployments:
Instant messaging is the fastest growing communications channel
to date. According to IDC, by 2004, more than 400 million
enterprise clients will be using IM to generate 2 trillion instant
messages between consumers and businesses. In addition, Forrester
Research estimates that the average cost of a contact center call
costs a business approximately $33 per call, whereas an IM session
costs about $7.33 per session. Instant messaging creates tremendous
opportunities for Global 2000 businesses, and FaceTime is
positioned to help its partners and customers capitalize on this
opportunity. FaceTime Communications solutions are now available to
customers globally.
About Actiance, Inc. (Formerly FaceTime Communications, Inc.)
FaceTime Communications became Actiance, Inc on January 11, 2011 following an agreement to
transfer the FaceTime trademark to Apple.
FaceTime Communications enables the safe and productive use of Unified Communications and Web 2.0,
including instant messaging, blogs and social networking. Ranked number one by IDC for five consecutive
years, FaceTime's award-winning solutions are used by more than 1,500 customers for the security,
management and compliance of real-time communications. FaceTime supports or has strategic partnerships
with all leading IM, unified communications providers and social networks including AOL, Google, Yahoo!,
Skype, Microsoft, IBM, Cisco, Facebook, LinkedIn and Twitter.
FaceTime is headquartered in Belmont, California. For more information visit
http://www.facetime.com or call 888-349-3223.
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