l product directory


Collaborative Browsing Products
Even before the.com crash, there was a recognition that despite its omnipower, many companies had a need to supplement their ecommerce infrastructure with people, specifically the customer service focussed people found in call centres, and this required their Internet site be integrated into the call centre. There are a number of applications which all fall within the domain of integrating the Internet into the call centre, or contact centre as some would prefer to call it, with collaborative browsing, the application that allows a site visitor to speak with an agent while they both view the same pages, and e-mail processing the most prevalent.

Consulting Projects Involving Internet integration into the Call Centre
Occidental Communications has undertaken projects involving the acquisition of collaborative browsing capability for clients. For more details, see the Call Centre Consulting page.


ANZ Product Directory
Australia and New Zealand Directory - Collaborative Browsing Products including local contact details and local distributors.


International Directory - Collaborative Browsing Products


WebCenter from Acuity
Acuity was acquired by Quintus in 1999 which was subsequently acquired by Avaya in 2001. The WebCenter product was absorbed into the Quintus product which is now Avaya's Avaya Interaction Center CTI software.


Amacis Visibility from Amacis Inc.
Amacis, formerly of Boston, Mass USA, is no longer in business.


Apriori TMI from Apriori TMI
Apriori TMI, formerly of Glen Ellyn, Ill USA, is no longer in business.


ASSISTWeb from Atlantis Technology
Atlantis Technology, formerly of Santa Clara, Calif, USA, is no longer in business.


LiveContact from Balisoft
Balisoft Technologies, formerly of Toronto, Ont, Canada, was acquired by Servicesoft in 1999. Servicesoft renamed itself Servicesoft Technologies and is no longer in business.


@Once from Business Evolution
Business Evolution, formerly of Princeton, NJ USA, is no longer in business.


NetAgent MEDIA-CHAT from Concerto Software
Product discontinued


eBridge from eFusion
eFusion, formerly of Beaverton, Ore USA, is no longer in business.



eGain Live from eGain
Collaborative browsing software using both voice through the Internet and callbacks which also supports text chat, a CTI interface (by incorporating Syntellect's CT Connect) to allow contact blending and optional knowledge management


eLive! suite from eLive!
eLive!, formerly of Murrieta, Calif USA, is no longer in business.



Click to Call from eStara
Collaborative browsing software using both voice through the Internet and callbacks



Eptica Live from Eptica
Collaborative browsing software which also supports text chat and optional knowledge management


iContact from 5by5 Networks
5by5 Networks was acquired by Servion in 2006.


Franklin Voice-Enabled Web from Franklin Telecom
Product discontinued


Web-On-Call from General Magic
General Magic, formerly of Sunnyvale, Calif USA, is no longer in business.


iContact from Hey Inc.
Hey Inc. was renamed 5by5 Networks and acquired by Servion in 2006.


Synetry from Hipbone
Hipbone was acquired by Kana in 2004.


iContact from iContact
The company was renamed Hey Inc., then 5by5 Networks, and was acquired by Servion in 2006.


Visual Meeting from ImagINe Visual Dialog
ImagINe Visual Dialog, formerly of Tel Aviv, Israel, is no longer in business.



Kana Response Live from Kana
Collaborative browsing software



Livecare eBusiness/eSupport from Icona
Collaborative browsing software using voice through the Internet which also supports text chat and a CTI interface to allow contact blending


LiveTouch from Line 4
The product was discontinued and Line 4, formerly of Alameda, Calif, USA, is no longer in business.



Timpani Chat from LivePerson
Collaborative browsing software


Enterprise Explorer from Melita
Product discontinued


EchoMail from Millennium Cybernetics
The company was renamed EchoMail.


Hyperphone from Netcall Telecom
Product discontinued


PNX ACD from PakNetX
PakNetX was acquired by Aspect Telecommunications in 2000 and the PNX ACD product absorbed into Aspect's Contact Server product.


PipeLive from PipeLive.com
PipeLive.com, formerly of Melville, NY USA, is no longer in business.


Call me Now! from PrivaCom
PrivaCom, formerly of Rotterdam, the Netherlands, is no longer in business.


WebExchange from Response Interactive
Response Interactive, formerly of Toronto, Ont, Canada discontinued the product and is now no longer in business. (Response Interactive is cited in the article
IT in Canada: Hiding the Light Under the Bushell)


LiveContact from Servicesoft Technologies
Servicesoft Technologies, formerly of Natick, Mass USA, is no longer in business.


CustomerNow from Sitebridge
Sitebridge was acquired by eGain in 1999.



Talisma Chat from Talisma
Collaborative browsing software using both voice through the Internet and callbacks which also supports text chat, a CTI interface (by incorporating Syntellect's CT Connect) to allow contact blending and optional knowledge management


collaborative browsing software from Teleo
Teleo was acquired by Microsoft in 2005.


RingMeNow from TelePost
TelePost, formerly of Los Gatos, Calif USA, is no longer in business.


WebLine Collaboration from WebLine Communications
WebLine Communications was acquired by Cisco in 1999 and the WebLine Collaboration product absorbed into Cisco's Unified Contact Center product.


Articles on Integrating the Internet into the Call Centre

Voice-Enabling Websites - No Quick Fix Business Communications Review [USA] October, 2000

Integrating Internet and Call Centre Xephon [UK] June 2002


Disclaimer
Note that this site is not sponsored. Vendors are included because they develop products which fall within the specified categories. Most vendors also have additional products beyond those listed. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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