Barclays and BT to launch talking website
Sunday 21 November 1999
After the successful recent pilot scheme with Barclays Online, BT is expected to sign a series of deals for IECC within the next few weeks. It allows anyone using a website to have questions answered immediately with the click of a mouse - but by a real human being - in three formats.
"Web Chat" uses written dialogue with a customer service agent. "Web Talk" lets a customer talk direct to a call centre operator. Finally, "Web Push" lets an agent "push" the required information to the customer whether it be a picture or text - so someone shopping online for clothes could view an item in a different colour on screen.
More companies look set to join Barclays. Initially, these will be other financial institutions but it will not be long before this ground-breaking initiative, so far available only in the US, is taken up by other sectors.
Ian Seedhouse, development manager at BT Syncordia Solutions, which came up with IECC, said: "There is a need to interact e-mail with a call centre. This is backed up by research, and it will not be long before all companies realise how essential this is - or before the consumer demands it."
Research carried out by Yankelovich Partners in 1998 found that 63 per cent of online users would be more inclined to spend with human interaction - at present 67 per cent of people click out of shopping websites without buying.
Companies may see e-commerce as the way forward and assume that people are going to use websites. In reality, most people still do not trust the web and are reluctant to pass credit-card details over the net.
- 1 Scarlett Johansson new band 'already hit with legal complaint' from another The Singles
- 2 Husband and wife die holding hands within hours of each other after 67 years of marriage
- 3 What color is The Dress, white and gold or blue and black? An eyewitness gives a definitive answer
- 5 'Jihadi John': CAGE representative storms off Sky News accusing Kay Burley of Islamophobia
Husband and wife die holding hands within hours of each other after 67 years of marriage
Mohammed Emwazi: Nine things we know about Isis militant 'Jihadi John'
What color is The Dress, white and gold or blue and black? An eyewitness gives a definitive answer
'Jihadi John': Mohammed Emwazi – from British computer programmer to Isis executioner
'Jihadi John': CAGE representative storms off Sky News accusing Kay Burley of Islamophobia
Oscars 2015: Birdman beats Boyhood as Eddie Redmayne and Patricia Arquette win big - as it happened
New theory could prove how life began and disprove God
Half of Ukip voters say they are prejudiced against people of other races
'Cash for access' scandal: Sir Malcolm Rifkind says 'unrealistic' for MPs to live on £67,000 salary
Aqsa Mahmood branded a 'disgrace' by her parents after claims she recruited three UK girls flying to Middle East
This is what it's like to be dead, according to a guy who died for a bit
iJobs Money & Business
£30000 - £37000 per annum: Recruitment Genius: Established in 1999, a highly r...
£250-£300 Day Rate: Jemma Gent: Are you a qualified accountant with strong exp...
£230 - £260 Day Rate: Jemma Gent: Do you want to stamp your footprint in histo...
£22,000 - £23,000: Beverley James: Are you looking for the opportunity to work...