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Frequently Asked Questions for e-Businesses
How much does the service cost per month?WebInteract is offered in a variety of monthly service plans designed to meet the needs of any size business. There are several plans available, and the cost is based on the number of simultaneous calls incoming to your business. A WebDialogs representative can provide you with specific pricing information based on business needs.
What are the advantages of using WebInteract as a service?
There are several advantages to using a service like WebInteract, including time-to-market, affordability, no need to worry about obsolete technology, and more. Check out our Advantages section to learn more.
Once you sign up for service, you will receive the following:
- Personal contact by a member of the WebDialogs Customer Implementation Team
- Unlimited downloads of the WebInteract Agent Application
- Access to online technical documentation, including the Quick Start Guide
- Access to the WebInteract Agent Application tutorial and up to 5 hours of remote training
- Technical support for the entire length of your contract
- A customer Welcome Kit
- 24x7 service monitoring
- 24x7 customer service hotline
What does it take to get started? How quickly can we be up and running?
Getting started with WebInteract is easy. Your Web site can be up and running in as little as 2 hours. Simply complete a short online setup form and then have your dedicated point of contact consult with a member of our Customer Implementation Team. We will assist you with adding the necessary HTML to your Web page(s) and pick a time to go live. Our customer team will even work with you to get your people trained on how to use the Agent Application.
What changes do we have to make to our phone system?
Absolutely none. You tell us what telephone numbers to link to what buttons and that’s it. There are no changes or modifications to your existing systems.
What do my customers need to use WebInteract? Are there any special downloads or plug-ins required?
Visitors to your Web site must have a standard telephone or a multimedia enabled PC to talk with your business. Other than that, only a standard Web browser is required. Browser interaction is achieved through a very small ActiveX or Java component that gets automatically downloaded the first time your business representative connects.
Is there any limit on the number of contact buttons we can have in our Web site?
No. In fact, WebDialogs encourages you to add as many buttons to your site as you desire.
Why not provide your prospects and customers with multiple outlets to do business with you online?
Can we have multiple contact buttons going to different phone numbers in our business?
Yes. You can have many different buttons, each potentially configured to automatically call a different number in your business.
Can you work with our existing CRM system? Is integration necessary?
WebInteract coexists with whatever system you use today to manage your customer information. Because WebInteract is an enabling technology, we can feed into your existing system without requiring you to make modifications. Our goal is to not replace your existing investment, but leverage it.
Can WebInteract work with a formal call center like ours?
Absolutely. WebInteract is scaleable for any business. The service works off-the-shelf with whatever call center system you have in place today, without requiring you to take on additional integration efforts or purchase adjunct software modules.
What about a CPE-based solution from our ACD vendor?
Most CPE systems will require you to spend several weeks integrating them into your infrastructure. You will easily spend in excess of $100,000 with several weeks of integration time. In addition, you will need to maintain the solution, which costs more time, money, and resources. WebInteract is clearly a more efficient approach that is easily scaleable to meet the needs of any business.
We are a small business and don’t have a call center, can we still use your service?
Yes. WebInteract is perfect for a small-to-medium size business. You can very quickly and cost effectively add customer interaction to your Web site with WebDialogs.
Can we use our own graphic for the call button or do we have to use one that WebDialogs supplies?
You may use whatever graphical element you choose to be the contact button, but we strongly encourage you to choose from our palette of available buttons. WebDialogs only requires that you use its branding on screens that appear once the button gets clicked.
Can we brand the page where the user enters in their name and phone number so it has the look and feel of our Web site? What can be customized?
The standard WebInteract call setup screen can include your company’s logo and a background image, if so desired. If you are looking for a page that retains the visual design of your site, you can write to our API and develop your own custom call setup screen. Our Professional Services Team is available to assist and help you maximize the potential of WebInteract.
Can I take control of my customer’s PC using WebInteract?
No. WebInteract does not enable you to take control of a user’s PC in any way. What WebInteract enables your business representative to do, however, is simultaneously navigate both their browser and the user’s browser to the same Web page. Your representative cannot see into the user’s PC or take control at all.
What do representatives in our company need in order to browse pages with customers?
Your business representatives need to have the WebInteract Agent Application loaded on their PCs to be able to navigate the Web with a user. The Agent Application works on Windows 95, Windows 98, and Windows NT machines and uses Microsoft Internet Explorer as its core browser.
Where is your service hosted? Is your server secure?
WebDialogs production servers are hosted in a fully secure, state of the art data center. We employ security controls along with redundant connections and the operations get monitored 24 hours a day.
Can you guarantee server uptime?
WebDialogs guarantees server uptime through the use of RAID drives, backup networking cards and other key system components, high quality Internet and phone connections, as well as active monitoring of all system components.
Can WebInteract work through a firewall and proxy server?
Yes. Our service works through firewalls and most proxy servers. Our collaboration traffic travels over HTTP and uses port 80 or the HTTP proxy port. Our agent application currently requires an outbound TCP connection on port 6000 for communicating with the WebInteract server.
We are outside the U.S. Can we use your service?
Currently WebInteract is available to customers based in North America.
Frequently Asked Questions for Service Providers
How can we bundle WebInteract into our existing service offerings? Can we private label the service for our own customer base?
You can offer WebInteract as a standalone service, or bundle it into your existing offerings. Our partner team can consult with you on the various options, but ultimately you have the flexibility to repackage WebInteract to meet the needs of your clients. You can private label the service to match your existing service suite; all that we require is attribution on the call setup page that the service is powered by WebDialogs.
Why is WebDialogs beneficial to service providers?
With our service you can increase your mean monthly revenue, differentiate from the competition, and reduce the churn in your existing install base. There are other advantages, too. Contact one of our partner representatives to learn more.
What is the advantage of WebDialogs’ WebInteract versus other CPE offerings?
By offering WebInteract, you can provide your customers with a world-class service that harnesses arguably the two greatest achievements of the 20th century: the convergence of the telephone network and the Internet. You can offer this to your customers as a service without asking them to make costly investments in CPE-based solutions. They do not need to own the technology, so there is no fear of technology obsolescence. There is another big advantage, which is time to market. Both you and your customers can deploy WebInteract very quickly. This is difficult to achieve with a CPE-based solution.
Some customer interaction offerings are not carrier grade. What makes WebInteract different?
From the beginning, WebDialogs has designed its service for service provider deployment. We’ve reflected that vision in aspects of our service such as the architecture, availability, provisioning, QoS measurements, and SNMP interfaces. We’re also up to speed on issues faced by service providers such as customer partitions and multi-level administration. We’ve designed our service so it fits in with a service provider’s existing network infrastructure.
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