Canon speeds, broadens troubleshooting

Article Abstract:

Canon Information Technology Services (Canon ITS) uses Knowledge Bridge version 1.3, an information retrieval system, to improve its technical support services and shorten both call length and agent training. Canon ITS provides solutions to technical problems for products made by Canon USA. The system cuts agents talk time by more than one minute and allows them to handle 250 calls compared to the 75 without Knowledge Bridge. Knowledge Bridge works by pattern recognition and is able to save and retrieve the solution when the same problem is brought up.

Photographic and Photocopying Equipment Manufacturing, Photographic Equip & Supplies, Canon Information Technology Services

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Ambrosia adds chat to avoid abandoned holiday shopping carts

Article Abstract:

Ambrosia of Napa, CA, a top direct marketing firm of premium wines from the Sonoma and Napa regions, is hoping that a number of improvements to its Web site will prevent a large number of abandoned shopping carts that have been predicted for the 1999 holiday season. The company has decided to install Centre Vu Internet Solutions from Lucent Technologies for its new contact system. Ambrosia's Web site will have chat, voice over Internet protocol, enhanced electronic-mail management and call back capabilities.

Direct Mail Advertising, Direct Marketing Services, Ambrosia

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