DENVER, August 14, 2001 ? Qwest Communications International Inc. (NYSE: Q), the broadband communications company, today announced a fully integrated, Web-based customer care solution for enterprise companies. Qwest Web Contact Center is a Web-driven platform that routes and processes voice applications, enabling businesses to significantly reduce operational costs and improve the customer experience.
Companies can use Qwest Web Contact Center to provide their customers with a choice of simple-to-use communication vehicles for their contact with the company - such as traditional voice, e-mail and Web co-browse. The Qwest solution combines the customer contact information into one easy-to-use interface to provide businesses with a consolidated view of the customer?s lifecycle, giving customers a consistent experience every time.
The Qwest Web Contact Center is offered in two packages and can be customized to meet each customer?s specific needs:
Qwest Web Connect(sm) ? This solution allows businesses to create Web-powered voice applications such as touch-tone and speech-enabled voice response, complex queuing and outbound call placement. Qwest Web Connect also provides Web-based real-time reporting, historical reporting and access to detailed call records.
- Virtual Ports: provides customers with a committed number of ports on the network and offers a burstable solution to meet unexpected call volume spikes
- Qwest DIA: provides dedicated, broadband access between the call center facilities and the Qwest backbone network through a virtual private network link to ensure performance, reliability and security
- Web-based Reporting Application: provides real-time and historical statistical Qwest Web Contact Center performance data, including a single point-of- view across a number of contacts such as Interactive Voice Response and automatic call distributor.
- Customer Premise Equipment (CPE): router, hub and encryption server are supplied to customers that choose not to host their entire system with Qwest
- 24X7 Support: Qwest provides ongoing customer care and technical support to all Qwest Web Contact Center customers
- Online Billing: through a Web portal, customers have a secure way to check and monitor their usage and billing charges throughout the month
Qwest Web Connect & Route(sm) ? This solution provides all the functionality of Qwest Web Connect augmented by industry-leading call distribution systems integration that allows customers to automatically distribute inbound calls across multiple contact center locations.
In developing Qwest Web Contact Center, Qwest becomes the first service provider to implement a Telera-powered Voice Web Application Platform, giving Qwest a turnkey Voice Web infrastructure. Telera?s platform has an open standard technology that enables voice applications to be developed in the same way as Web applications, and linked to the same systems and databases. The technology enables customers to use a telephone to access functionality they use to only get through the Internet ? such as Web content, e-commerce transactions and highly personalized self-service.
?Qwest?s customer care offering provides enterprise customers with a never-before-seen product that combines the efficiencies of the Web with voice over a single platform,? said Rick Weston, senior vice president, Qwest Internet Solutions. ?Telera?s Voice Web Application Platform was a critical business tool that helped us develop this solution for customers. ?
Qwest Web Contact Center is based on Telera?s Voice Web platform. As part of the agreement between Qwest and Telera, Qwest will immediately access and provide customers with up to 16,000 Telera-powered Voice Web ports. Each port enables Qwest to provide fault-tolerant, network-level access to new and innovative voice applications. The flexibility of Telera?s architecture allows Qwest to use the same port for multiple customers, providing cost savings and an adaptable system.
?Qwest?s use of Telera?s Voice Web Application Platform changes all the old rules of telephony and customers,? said Prem Uppaluru, president and CEO of Telera. ?First it enables Qwest to deliver the Voice Web on a broad scale, which will fundamentally change the way its enterprise clients communicate with customers. Second it takes the Voice Web past being just a toy for creating consumer voice portals, to providing infrastructure for high-value business applications that can be accessed from any phone.?
Qwest Communications International Inc. (NYSE: Q) is a leader in reliable, scalable and secure broadband data, voice and image communications for businesses and consumers. The Qwest Macro Capacity® Fiber Network, designed with the newest optical networking equipment for speed and efficiency, spans more than 113,000 miles globally. For more information, please visit the Qwest web site at www.Qwest.com.
This release may contain projections and other forward-looking statements that involve risks and uncertainties. These statements may differ materially from actual future events or results. Readers are referred to the documents filed by Qwest with the Securities and Exchange Commission, specifically the most recent reports which identify important risk factors that could cause actual results to differ from those contained in the forward-looking statements, including potential fluctuations in quarterly results, volatility of Qwest's stock price, intense competition in the communications services market, changes in demand for Qwest's products and services, dependence on new product development and acceleration of the deployment of advanced new services, such as broadband data, wireless and video services, which could require substantial expenditure of financial and other resources in excess of contemplated levels, higher than anticipated employee levels, capital expenditures and operating expenses, rapid and significant changes in technology and markets, adverse changes in the regulatory or legislative environment affecting Qwest's business and delays in Qwest's ability to provide interLATA services within its 14-state local service territory, failure to maintain rights of way, and failure to achieve the projected synergies and financial results expected to result from the acquisition of U S WEST timely or at all and difficulties in combining the operations of Qwest and U S WEST. This release may include analysts' estimates and other information prepared by third parties for which Qwest assumes no responsibility. Qwest undertakes no obligation to review or confirm analysts' expectations or estimates or to release publicly any revisions to any forward-looking statements to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.
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