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WebEx Targets $4.7 Billion Contact Center Solutions Market with New On-Demand Support Solution and Instant Click-to-Connect Capabilities
According to market analyst firm Datamonitor, the contact center technology market is expected to grow 30 percent a year reaching $4.7 billion by 2009. The availability of on-demand solutions such as WebEx Remote Support is a key driver in the growth of “virtual” contact centers with geographically dispersed agents.
Designed to make it easier for end users to get the help they need, WebEx Remote Support enables companies to route requests efficiently and deliver web-based support for faster issue resolution, better resource allocation and overall increased customer satisfaction. WebEx Remote Support can be used as a stand-alone contact center solution or integrate seamlessly with applications to add click-to-connect capabilities to existing resources.
“Delivering speedy service is critical to the success of our business,” says Larry Schwartz, president and COO, Okuma America Corporation. “WebEx Remote Support gives us the capabilities to effectively handle customer issues in the fastest, safest and most efficient manner via an easy-to-use point-and-click for our customers. There is no more waiting for the service van to pull up, now issues can be diagnosed immediately when they happen. This is our primary concern because if you’re not making chips, you’re not making money.”.
A part of WebEx Support Center, WebEx Remote Support delivers powerful call center functionality using an Internet-based console giving end-users an instant portal for fast, seamless access to support agents. Via a click-to-connect button, support requests are dispensed to the most qualified agents using skill-based routing and intelligent distribution. In addition, WebEx Remote Support customers can create multiple support queues that align to their company’s business needs whether it is customized branding, request forms or specific routing rules for each queue.
“Delivering superior support can make or break a company. Businesses need to deliver quick, qualified support while managing their internal efficiencies,” said Jack Chawla, director of support solutions at WebEx. “WebEx Remote Support takes support one step further by delivering the right information to the right person for improved customer service. Through the SaaS model, we are able to provide cost-effective, enterprise-class support solutions for organizations of all sizes and help our customers maintain their competitive edge.”
