FrogJazz Wins Second Call Center ``Best of Show'' Award.

Business Editors & High-Tech Writers

HUNTSVILLE, Ala.--(BUSINESS WIRE)--Feb. 12, 2001

FrogJazz's web based interactive phone menus solution has been selected as a winner by Customer Support Management Magazine. The "Best of Show" award was presented at the 2001

Traditional call centers are evolving into customer interaction centers -- although inbound "800" voice calls still reign, despite the cost. Toll free customer service is not without certain usability problems that can cause very high caller abandonment rates. FrogDial(SM) web based phone menus solves the two-part phone hell problem -- buried "800" numbers and complex touchtone Interactive Voice Response (IVR) menus. Callers are no longer forced to listen to a long linear recital of recorded messages. Now, website visitors can visit a company's "Contact Us" page and interact with a multi-channel call center, have their questions answered, products ordered, services changed or problems resolved.

Fearing the term "cost center," call centers are challenged to handle the most commonly asked questions and the least-profitable customers in the least-expensive way. Migrating would-be callers to a FrogDial(SM)-powered interactive phone menu can accomplish this goal. FrogDial(SM) ties together all the various low cost web channels -- IVR Phone menus, related Web site links, e-mail, and online text chat -- in a cost efficient "Contact Us" service portal. With the growing acceptance of intuitive web based customer interaction point solutions, web based phone menus become the central focus of a company's "Contact Us" page. All of the aforementioned touch point applications can be integrated into the menus. Context-sensitive links appear in the navigation sidebar when the user mouse-clicks through the phone menu prompts.

Also, click-to-talk and web callback buttons integrate seamlessly within FrogDial(SM) menus. "Call Me Now" buttons provide an ideal interface for next-generation voice-enabled eCommerce -- no more missed sales opportunities or abandoned shopping carts. Web callers are routed to the appropriate skill-based agent groups without rewriting ACD call flows or business rules. Once connected, live sales agents can guide callers to online product catalogs or push others types of web pages to the caller's desktop.

The FrogDial(SM) menu editor employs a simple drag-and-drop interface and requires no HTML programming skills. Call Center managers can create a fully interactive "Contact Us" page without the help of the eServices or IT department. The software is specifically designed as a hosted service managed by FrogJazz.

About FrogJazz, Inc.

FrogJazz Inc, a privately held company in Huntsville, Alabama, is the developer of FrogDial(SM), a patent-pending software solution that allows business enterprises a new way to publish their IVR phone menus to the web. FrogJazz's vision is to enable customers to move seamlessly from a Web experience to a human call center agent with the click of a button.