WELCOME GUIDING WEBSITE VISITORS

Newspaper Article Transcription

Headline: Virtual workforce to drive online sales

Publication Details (Handwritten): ET 12-12-06

Author: BIBHU RANJAN MISHRA

Main Text:

At a time when booming e-commerce is leading to disintermediation (elimination of dealers and retailers), Bangalore-based BNA Technology Consulting has launched what it terms as 're-intermediation' through 1a web-based solution called LivServ.23

Once a visitor logs on to a website that is using this tool, he is greeted by a team of age⁴nts who engage him in conversation and provide pre-sales support through persona⁵lized instant messages. "With LivServ, we are marrying the direct sales model with intermediaries to create a new form of value-added intermediation to facilitate direct sales. Our solution helps a probable online customer to get answers to all his technical questions (the service tha⁶t normally a shop assistant would perform) before he buys a product⁷ online," says V Ranganathan, managing director of BNA Technology Consulting.

BNA Technology Consulting is offering the solution as a business process service (BPS). It runs a BPS contact centre with over 60 trained agents with domain expertise on various sectors to provide the pre-sales support. A customer—say a credit card company—does not have to bother about the platform on which this technology runs, th⁸us saving expenses on hardware as well as sales agents⁹.

Key Highlights from Sidebar:

Agents greet visitors, talk and give pre-sales support with the help of Instant Messengers.

 

Handwritten Notes Transcription

Routing List: Rahul / Sonal / Swati / Yogesh / Saurabh

• This is an interesting concept. Imagine the moment a visitor comes to IndiaRecruiter, we come to know and guide him!
• Rahul may want to inquire with BNA Technology Consulting:
• Whether this can work in case of IndiaRecruiter, where (in course of time), there could be thousands of visitors daily.
• If yes, what will it cost us / billing method.
• Whether it could be so deployed that, instead of BNA's call centre agents talking to visitors (of IndiaRecruiter), we could ourselves talk to them.
• Every new trend (like a wave) must be grabbed at its beginning.

Signature: [Initials/Signature]

Date: 14/12/06