| Instant messaging has become a mainstay of online customer service, letting consumers escalate Web site inquiries into real-time communication with support agents. Now, a new set of services promises to let companies expand IMs benefits beyond inbound support.
FaceTime Communications has introduced three services designed to let companies actively reach out to customers through IM as well as use IM to improve business-to-business communications.
The services work in conjunction with AOL Instant Messenger. FaceTime provides the routing, queuing, message management and visual tools that help agents coordinate IM with other forms of communication. |
