AP UPGRADES CUSTOMER SERVICE WITH eGAIN

By: Staff reports

Live Online Assistance Offered To AP Members





The Associated Press announced Tuesday another technology partnership
to provide its members with better customer service.


AP selected eGain Live, a software application provided by Sunnyvale,
Calif.-based eGain Communications, to provide live assistance to online
visitors. Newspapers, broadcasters, and subscribers to AP will be able
to ask for assistance from support specialists who already know the
member’s previous site movements – thanks to eGain’s tracking software.



eGain Live communicates with members using tools such as real-time text
chat, escorted browsing, online form assistance, telephone callback, and voice-over-Internet protocol.


‘We needed a product that we could have up and running right away.
Something that didn’t place extra demands on our internal systems or
staff,’ said Paul Oliver, AP’s director of technology services. ‘eGain
offers a hosted solution that doesn’t require any in-house software
installation and frees our people to concentrate on our time-sensitive
projects.’


Last week, the AP announced a partnership with intelligence firm Cyveillance
to track down unauthorized uses of AP content on the Internet.





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Staff Reports





Related story:

ASSOCIATED PRESS PROTECTS ITS CONTENT ONLINE (08/02/00)







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