A Call Center is a physical or virtual entity where distant commerce is performed using a combination of people and technology, to handle high volumes of critical information, through a multitude of media (Voice, Electronic Access and Video) and with an end result to enable profitable and effective transactions.

Three Key Forces are driving a revolution in Call Centers. They consist of (1) The change in how Consumers buy and transact (2) Merchants and how they use Call Centers and (3) The enabling technologies to grow and add sophistication to the Call Center. Based upon research conducted by a Long Distance Company in late 1996, the following describes the Call Center/ Internet environment:

Call Center Statistics:

87% of Large Business Customers* have Call Centers
* businesses spending more than $1 M in telecommunications annually

96% are using an 800 Number for Service and Support; 83% for Sales and Marketing

Approximately 66% of all Customer Service is conducted over the phone

When asked when the Call Center will integrate with the Internet:

11% said they have already,
44% said they have plans to
45% said they have no plans to integrate to the Web

Web Statistics:

• 72% of Large Business customers have web sites today
• The main reason Customers have the Web site is for:

-- Marketing 94%

-- Sales 45%

-- Customer Service 56%

• Nearly all web sites refer customers to an 800#
• Respondents indicated that 1-8% of customer service and technical support is provided on the Web (9/96)

Based upon the research, consumers expect to use the Internet at their convenience (gathering information, making purchase decision and transacting business). Merchants on the Web must employ appropriate technology to meet customer's expanding needs and offer secure, reliable ways for consumers to do business over the Web. Merchants, in addition, should offer expert interactions to their on-line customers to positively influence the consumers purchase decisions.