Path Communications Provides Customized Computer Telephony Integration System For CarsDirect.com
18 September 2000
Path Communications Provides Customized Computer Telephony Integration System For CarsDirect.com
LOS ANGELES--Sept. 18, 2000--New Solution Streamlines Customer Service Response Time and Enhances
User Experience
Technology provider Path Communications, Inc., has teamed up with CarsDirect.com, a leading direct online automotive provider, to integrate a customized Computer Telephony Integration (CTI) system into the CarsDirect.com site.
The new CTI system from Path will enhance CarsDirect.com's award-winning customer service by providing intelligent routing of telephone calls, resulting in faster, more efficient service and greater customer satisfaction. The CTI system is now in deployment with more than 100 CarsDirect.com Customer Service Advisors.
With the new CTI system, callers to the CarsDirect.com customer service line can enter a unique customer number previously assigned by CarsDirect.com. This number will allow the CTI system to route the call to the Service Advisor who previously helped the caller, while also loading the caller's service history directly to the Service Advisor's computer screen. By immediately knowing the caller's previous interactions with CarsDirect.com, the Service Advisor can personalize the transaction and provide assistance in a timely manner.
"Our unique, time-saving technologies are a major reason that clients choose Path for their customer service solutions," said Oded Noy, CEO, Path Communications. "The CTI system offers CarsDirect.com a quick turnaround time and a high level of flexibility to meet its immediate needs and enhance the overall user experience."
The CTI system is managed by Path's proprietary Path Application Manager (P.A.M.) technology. P.A.M. monitors the entire enterprise to ensure system-wide stability and reliability, performing end-to-end operational tests that guarantee the system's availability to customers and support staff.
"With the new CTI system, our customers will get faster, more personalized service because our Service Advisors will have instant information access to provide answers quickly," said Debra Domeyer, CTO, CarsDirect.com. "At CarsDirect.com, we are very focused on eliminating inefficiencies and shortening cycle times to make the car-buying process even quicker and more satisfying. Our alliance with Path continues to illustrate our commitment to providing our customers with leading-edge service."
This agreement extends the ongoing relationship between Path and CarsDirect.com. CarsDirect.com recently implemented Path's proprietary CarServer technology on its site as part of an overall plan to decrease the time it takes a car buyer to receive specific car configurations on the site. In addition, CarsDirect.com customers already enjoy online help via Path's eLiveAdvisor, a one-to-one online customer support solution.
About CarsDirect.com
CarsDirect.com (http://www.carsdirect.com) is a leading direct online provider of new automobiles and related products and services, such as loan and lease financing and extended warranties. CarsDirect.com allows consumers to research, price, configure, order, purchase and finance a vehicle online. The company's user-friendly, intuitive Web site offers consumers product information for nearly every make, model and style of new automobile available in the United States today, as well as the ability to simultaneously compare the specifications of competing vehicles. CarsDirect.com offers an online shopping experience that features competitive, up-front, no-haggle pricing on new vehicles.
The company sources vehicles through a priority dealer network of more than 2,500 automotive dealer franchises nationwide.
About PATH
Path (http://www.path-communications.com) was founded in 1997 with the primary objective of providing innovative services and software solutions for enterprise-wide, mission-critical infrastructures. We specialize in understanding the issues and concerns that directly affect our clients. We work with them to craft the solutions that will meet their specific technology needs. Path is dedicated to helping clients manage today's challenges in order to be prepared for the demands of tomorrow.