eStara to Present at Frost & Sullivan Executive MindXchange

Click-to-Call Pioneer to Discuss Patent-Pending Cross-Channel Data Passing Technology at 7th Annual Sales & Marketing 2006, West

 

Who:    John Piescik, Chief Operating Officer, eStara 

 

What:   The adoption of click to call technology by e-commerce sites has brought a lot of attention to voice-enabled online transactions. For complex sales, customers prefer to speak directly to businesses instead of using self-help tools, FAQs, e-mail or live text chat. However, a true click to call solution involves much more than just connecting a phone call.

 

Leading online sales and marketing organizations are harnessing the potential benefits of sophisticated cross-channel data passing to improve sales and marketing conversions using eStara’s Push to Talk.  The ability to smoothly transition customers from a Web session to a voice channel is one of the largest potential benefits of using a click to call solution.  Conventional phone calls cause a very disruptive gap in the customer experience, because customers are forced to abandon their Web sessions and literally “start all over again” with a call center agent. Cross-channel data passing ensures a seamless continuity of experience by transferring information about the customer and the context of their online session directly to the call center at the time of call initiation.  The call center software can be configured to display this information directly on the agent's desktop screen, or it can use the incoming data values to trigger lookups into the company’s own databases to retrieve related details (Customer records, purchase history, billing information, etc.)

 

E-commerce sites are using click to call solutions with cross-channel data passing in order to reach highly valued customers, and to increase sales conversions and lower incidents of shopping cart abandonment.

 

Today, companies in online retail, financial services, travel and hospitality, automotive, and other industries are enjoying up to 25% reductions in website abandonment and 20% increases in online sales conversion rates by engaging in dialogue with their customers at critical points in their online experience.

 

For more details on this session titled “Save that Sale! Turn Browsers into Buyers by

Integrating Your Online and Voice Channels”, visit http://www.frost.com/prod/servlet/cpo/56737692 to download a brochure.

 

This session will cover new approaches to:

·         Connect with your online customers and prospects at the right points to minimize contact center costs while maximizing online sales opportunities

·         Identify eight sure-fire strategies for repelling customers and building disloyalty - and how to avoid them

·         Enable the advantages of proactive conversations with customers vs. the traditional reactive solution of publishing a telephone number

·         Bridge the gap between your Web and voice channels and provide a more collaborative customer experience by equipping your agents with the context of the caller's online session and other relevant information

·         Combine the power of your contact center with your website, online advertising, email communications, and other online channels to turn more "browsers" into "buyers"

 

 

When:             Monday, January 23, 2006

                       11:00am MST

 

Where:            7th Annual Sales & Marketing 2006, West: A Frost & Sullivan Executive MindXchange

Pointe Hilton Squaw Peak Resort

                        Phoenix, AZ

About eStara:

 

eStara (www.estara.com) provides the world’s most robust and widely deployed “click to call” service, with more than three million users in 113 countries.  eStara’s IP telephony infrastructure seamlessly transitions consumers, together with the context of their online session, into immediate telephone or PC-based voice contact with the business.  The same patented base technology drives eStara’s Track the Call(sm), a flexible, scalable call tracking and monitoring service that supports pay-per-call and subscription revenue models with the largest inventory of local phone numbers in the industry.

 

Founded in 1999, eStara now serves over 350 global enterprises across many industries including directory and on-line publishing, financial services, travel and hospitality, and online retail.  Customers include Amazon.com’s A9.com, Apple Computer, Continental Airlines, DaimlerChrysler, Dell Financial Services, Hilton Hotels, ThomasNet, Verizon’s Superpages.com and Yahoo! UK & Ireland.