SUMMARY

LucasArts and Cisco are using a new kind of customer support software that promises to revolutionize electronic commerce. Known as Web site/call center integration, integrated contact center or teleweb software, this business tool aims to provide unified administration of all contact points while simultaneously and transparently routing callers to appropriate information resources. What is being created is a unified presence meant to change the nature of the online buying experience for the customer. Despite the apparent potential for teleweb products, most companies in the industry admit that developing effective products is a challenge.

REACTION

The Web site/call center integration is an innovative approach that intents to change the online buying experience for the customer and the company providing the product or service. One must add that it has been evident, in the last couple of years, a lack of service from companies involved in e-commerce. A common denominator in the field of e-commerce has been to compete on the basis of price. However, this approach might be very risky since competition is only a click away.

AGREEMENT OR DISAGREEMENT

One can argue that implementing a Web site/ call center represents not only dollar savings and speedy reaction for the company (as the author implies), but it should be viewed as an extension to the service given by sales reps. In another words, the human presence can dramatically increase the closing rate.

RELEVANCE

This article mentions about a specific commercial use of the Internet. The book, in chapter 15, also mentions about commercial networks (such as the Compuserve example in which the company plays a customer service role by providing a wide range of services that gradually extended to the Internet).

Sweeney, Dan. (1999, September 1). Power Source. Calling All Web Sites. CIO Enterprise Magazine Online. Retrieved 23 September 1999 from http://www.cio.com/archive/webbusuiness/090199_power_.html