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EAssist Updates Customer Service Software

By Staff Writer

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NU Online News Service, Sept. 15, 2003, 12:15 p.m. EDT – EAssist Global Solutions Inc., San Diego, has released eAssist NetAgent 6.1, a package of products for managing communication with customers through the telephone, electronic mail and Internet-based chat systems.

New features in Version 6.1 include more flexible tools for sorting incoming e-mail and managing the flow of e-mail into customer service representatives’ mailboxes, new tools that agents can use to send and track e-mail, and more tools for tracking the time that reps take to handle calls and chat sessions.

EAssist also has expanded the ability of the software to handle data in the Unicode format. The change means that the software now has an easier time handling languages other than English.

Customers can choose between licensing the system or paying for eAssist to host the system and make it available to customer service reps through electronic networks, eAssist says.