Inference Corp. yesterday began shipping k-Commerce Support4.0, a software package that provides customer service andsupport information via call centers, the Web, E-mail, chat,and interactive voice-response systems -- all from onedatabase. The product signals a move by service and supportsoftware makers to offer a central application for managingall forms of contact with customers.
K-Commerce Support lets service representatives enterinformation about customers gathered from phone calls andE-mail correspondence. It also captures informationcustomers enter in self-service Web forms and interactivevoice-response questionnaires. Support reps can entersolutions to problems customers encounter. Sales andmarketing staffs can use the information to researchcustomers and generate sales leads. Storing all theinformation in one database cuts the cost of administeringmultiple databases and lets employees provide consistent,personalized service. The package is available now forWindows 95, 98, and NT. Pricing starts at $1,495 per seatand $50,000 per server.
Inference plans to update the product by year's end withfeatures for selling to customers based on their profiles."Companies are realizing that this technology is an assetthey can apply not just to providing support on the Web, butalso to cross-selling and up-selling," says Allen Bonde, ananalyst at Extraprise Group Inc.