WorldCom Transforms Customer Service with Complete Web-Based Contact Solution
WorldCom Web Center meets consumer demand for real-time
online customer service.
ATLANTA, August 22, 2001 WorldCom (NASDAQ: WCOM), the leading
global business data and Internet communications provider, today
announced the availability of WorldComSM Web Center, an
Internet-based customer service solution. A hosted service, Web Center
combines the functions of traditional call centers with online
communications features to deliver a complete, highly efficient and
flexible way to address increased customer service demands without
incurring the IT infrastructure costs associated with a typical call
center.
According to a national survey conducted by Modalis Research
Technologies, Inc. for WorldCom, consumers are rapidly embracing online
customer service tools and expecting that their cyber-support be
integrated with all other forms of customer service. WorldCom Web
Center uniquely responds to that demand.
"The challenge of doing business on the Internet today is
managing and maintaining a quality customer experience -- before,
during and after the sale," said Ron McMurtrie, vice president of
WorldCom e-Services. "Today's consumers want service on their
terms, anytime, anywhere, anyhow. WorldCom Web Center allows any
business to fulfill customer expectations on a timely and personalized
basis, using each customers preferred communications medium."
WorldCom Web Center allows client companies to order, configure,
monitor and manage their customer service operation entirely online,
with client controls delivered through simple Web browser interfaces.
Web Center lets customers choose the customer service contact method
that is most convenient for their needs, using e-mail, online
collaboration, instant messaging, toll-free calling, voice mail,
interactive voice response, call-back request or fax. The WorldCom
network intelligently routes each query, regardless of contact medium,
to the appropriate service agent for the customers request.
To ensure personalized assistance, Web Center collects and
continuously updates each customer contact into an integrated database
record -- no matter what communications mode the customer uses. Thus,
complete customer contact histories are accessible to service agents
with just a few mouse clicks.
Solutions like WorldComs Web Center give companies an integrated
option for customer contact that will allow them to manage their
customers across multiple channels in a proactive and effective manner,
said Robert Mirani, director of customer relationship management
strategies for the industry analyst firm, The Yankee Group. "We
believe the demand for next-generation customer service that spans
multiple channels remains strong -- eCRM is not a fad, but a sound
strategic imperative for Global 2000 enterprises and companies in the
small and mid-market."
Modalis Research Technologies national survey of 1,000 online
consumers underscores the need for integrated customer service
solutions. Ninety percent of respondents said they dont want to
repeatedly explain their situation to different agents in the same
company; 73 percent expect an agent to have a complete record of their
relationship with a company, whether the contact is online or by phone;
and 72 percent said they would stop doing business with a company if
they experienced poor customer service.
As a hosted solution, the power of Web Center resides in WorldComs
global network, rather than equipment dedicated to a single call
center. Companies are free to place their service agents in virtual
touch points anywhere with a PC, Internet access and a telephone -- in
large centers, satellite offices, or even at home. Using Web Centers
online management portal, supervisors can maintain service quality
standards through real-time agent monitoring/coaching and agent data
reports that are accessible from any location. Web Center allows a
business to maximize its personnel assets and operating efficiencies,
while minimizing the need for investments in additional equipment,
software licenses, or IT resources -- protecting clients from expensive
obsolescence.
No up-front capital investment or long-term commitment is necessary
with this pay-as-you-go service, with businesses billed only for the
agent services actually used. Pricing is set on a per agent, per month
basis, with performance backed by service level agreements. Currently
available in the U.S., WorldCom plans to further deploy Web Center in
Europe and Asia-Pacific early next year.
WorldCom Web Center is part of the full continuum of advanced data
networking and communications products and services WorldCom provides
to business customers of all sizes around the world. Each can be
integrated with WorldCom Web Center to provide companies with complete
e-business solutions.
About WorldCom Group
WorldCom Group (NASDAQ: WCOM) is a preeminent global communications
provider for the digital generation, operating in more than 65
countries with annualized revenues of more than $20 billion. WorldCom
provides the innovative technologies and services that are the
foundation for business in the 21st century. For more information go to
.
# # # EDITORS NOTE: An online demonstration of WorldCom Web Center,
as well as a white paper on the national online survey, entitled Help
Me Please! The Changing Face of Customer Service in the Digital Age,
are available at
http://worldcomwebcenter.com/information/.
