New Options in Customer-Service Tools

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In an effort to improve customer service's human side on the Web, Callbutton LLC will launch this week with a suite of hosted applications that provide a click-to-phone link between site visitors and merchants. The applications also collect visitor information such as product interest and integrate that data with back-end customer-relationship management and sales-force automation databases.

Intelemedia Communications Inc., a telecommunications service provider, is spinning Callbutton off as a separate company to create hosted applications that will replace inefficient merchant-to-customer E-mail interactions and to tap into an online retailing market that Boston Consulting Group estimates will grow from $61 billion by the end of this year to $2 trillion by 2003.

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Greenemeier, Larry - (2001, January, 22) New Options in Customer-Service Tools - InformationWeek Online