* April 09, 2001
Two technology-based companies have joined hands to provide consumers a
more personal touch to Internet customer service. New York-based CosmoCom,
Inc., a provider of new generation call center platforms and North
Carolina-based GateLinx, a provider of Internet-based kiosk systems, plan
to install ComPorts in retail stores soon. Consumers at retail stores will be able to order services such as
DirectTV, Sprint PCS, ADT Home Security and MSN Internet services on
ComPorts. For customer service assistance, the shopper will be able to
access on-line, real-time support using CosmoCall Universe as the core
on-line support engine. The first deployment, scheduled for this summer,
will feature ComPorts at Movie Gallery video stores, the third largest
chain of its kind in America. CosmoCall Universe allows consumers to utilize traditional telephone
calls with interactive voice response (IVR) sessions and live
communication and collaboration sessions from the web via voice over IP,
voice messages, fax and e-mail in any combination. In this case, the customer would communicate with customer service
representatives through a microphone and monitor, known as voice over IP.
The server routes all questions to a customer service representative
trained to handle specified inquiries. GateLinx is currently negotiating with other retail stores and service
providers to design kiosks to offer consumers the ability to enter a
retail store and order one or all of the services mentioned while shopping
for other goods.
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