Users get helpdesk link direct to PC

New software from Witchity will enable Web site visitors to click on a hyperlink and make a voice-over-IP connection to an online...

New software from Witchity will enable Web site visitors to click on a hyperlink and make a voice-over-IP connection to an online call centre, writes Antony Adshead.

Clicking on the Klik2Talk link connects immediately to a call centre where it is inserted into a queue. The user's PC requires just one phone line and a microphone/speaker combination, headset or handset. Alternatively the user can communicate by a text chat line.

Witchity said that the ability to have questions answered in real-time can help to prevent online customers from abandoning their cyber-shopping trolleys before completing the purchase process.

Klik2Talk could also overcome consumer fears over online security because they can give credit card details verbally to an operator.

Neil Haverty, Witchity's chief operations officer, outlined a scenario which could be avoided with Klik2Talk. "Direct Line recently had a 90% abandonment rate on their Direct Loan Web-based service because, after filling in a form, customers had to go offline to call an 0800 number," he said.

The Klik2Talk architecture uses a server which is integrated into the call centre network. It has an array of hooks and APIs to link it into centre packages. Voice traffic is encrypted and any attempts to make denial of service attacks can be combated by placing bans on offending IP addresses.

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