SOURCE: Conversagent

June 13, 2005 06:00 ET

Conversagent and InstantService Partner to Escalate Automated Service Agent Conversations to Live Chat

Automated Service Agent Escalation to InstantService Live Chat Ensures Uninterrupted Experience for Customers and Increased Efficiency for Call Centers

NEW YORK, NY -- (MARKET WIRE) -- June 13, 2005 -- Conversagent, a developer of conversational online customer service software solutions, and InstantService today announced a partnership that integrates Conversagent's patent pending escalation feature with InstantService's live chat solution. The live chat escalation feature enables customers who require assistance beyond the support provided by the Automated Service Agent (ASA) to seamlessly transition to a human agent. Companies deploying the ASA system deliver a vastly superior level of online support, giving customers direct answers to their service inquiries.

Interested parties may visit http://www.conversagent.com/instantservice to register for a demonstration of the live chat escalation feature.

Conversagent's advanced escalation feature includes the delivery of session transcripts to the Live Chat agent. Session transcript delivery creates a faster and more efficient service experience by eliminating the need for the customer to repeat service issues when escalation is necessary. Since the ASA System flags the nature of customer requests, call centers can intelligently route specific issues to domain experts, significantly reducing the need to transfer already frustrated customers to the appropriate support representative. This advanced feature contributes to reduced call times that translate into lower overall service costs for the company.

"There is nothing more frustrating than having to explain your problem more than once," stated Stephen Klein, CEO of Conversagent. "With automatic escalation and automatic transcript delivery a company's agents provide faster service and customers are happier with the overall service experience."

"The combination of InstantService Chat with the ASA system takes the InstantService Chat solution to an even higher level of speed and efficiency," stated Mike Lande, CEO of InstantService.

Conversagent's Automated Service Agents require no download and can be accessed in a customer's browser, instant messaging service, or wireless device. The InstantService Live Chat client works on all PCs through the customer's browser, without the need to install additional software or plug-ins. The Java-based Agent Console is a WebStart application natively compatible with Windows and Macintosh OSX operating systems.

Conversagent's Automated Service Agent System enhances self-service deployments from leading vendors including RightNow, Siebel, Oracle, and SupportSoft, among others. An ASA can be deployed as a managed service or installed on company premises. Additional information on the Conversagent ASA system can be found at www.conversagent.com or by calling 877-377-2558.

About InstantService

InstantService provides an integrated suite of live chat, email management, knowledge base, website analytics and lead capture solutions designed to increase online sales and improve customer support while reducing contact center costs. InstantService is a hosted application that easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers -- the first step of customer relationship management.

Over 300 companies, recognized for their commitment to customer service excellence, trust InstantService's scalability, security and performance. Clients include America West Airlines, REI, H&R Block, Intuit, Gateway, 3Com, McAfee, Xerox, Sento, Ditech, Sony Online Entertainment, Cendant, Ernst & Young, NEC Mitsubishi, and Venus Swimwear. InstantService is based in Seattle and has been in operation since 1998.

About Conversagent

Conversagent is a developer of online customer service software solutions. The company's Automated Service Agent system engages customers in typed natural language conversations, delivering answers to customers in real time. Conversagent dramatically improves the way companies serve their customers and employees, enhancing service quality at greatly reduced costs. Fortune 100 Companies deploy Conversagent solutions for customer self-service, enterprise information access, marketing, community outreach and more. Conversagent's innovations are protected by issued and pending patents. Conversagent is based in New York, NY and Sunnyvale, CA. For more information, please visit http://www.conversagent.com

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