CRM System Adds Voice Support

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Lipstream Networks Inc., Cupertino, CA, and eGain Communications Corp., Sunnyvale, CA, have combined to offer e-businesses a customer relationship management system with real-time voice capabilities.


The eGain Live system allows online shoppers to click on a button for live voice chat. A customer's browser is then configured for voice-over-the-Internet capabilities, which is made possible by Lipstream's Live Voice service. Within seconds, the shopper will be able to speak with a customer service representative in real time.


Additionally, the system allows customer service reps to give product specifications, pricing, order forms and other assistance in real time. eGain Live also includes text chat, online form assistance and telephone callback capabilities.


Online jewelry retail firm Miadora this week became the first to implement the system. The company said it believed that the eGain Live service would decrease the number of abandoned shopping carts at its site.


The cost of eGain was not available. Visit www.lipstream.com and www.egain.com for more information.

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