Specifications

70 CTI
TM
Buyers Guide 1997/1998
sound cards. It is also possible to setup a
videoconference between the agent and
the customer at this point.
We also tested the system with sever-
al customers and agents simultaneous-
ly, and the system was able to handle
the load well. CENTS also had the
capability to place customers in a wait-
ing queue if the CSRs are busy with
other customers and connect them
when a CSR becomes available.
ROOM FOR IMPROVEMENT
One area that needs improvement is
in the area of reporting. Currently, a
reporting option is unavailable. A
reporting facility could be used to
quickly create reports and summaries
based on agent, customer, topic, etc.
For now, since CENTS stores its data in
Microsoft SQL Server, any ODBC-
compliant application with reporting
capability (such as Microsoft Access)
can be used to connect to the CENTS
tables and generate reports.
Also, we would like to mention that
even though CENTS performed
admirably in our Intranet environment,
the Internet would present challenges in
deploying the system. These challenges
range from the Internet’s choppy per-
formance, to rare black-outs, to securi-
ty issues. But with products like
CENTS hitting the market, and with
new innovations in speed and Quality
of Service, we can hope that the reli-
able Internet we have been wishing for
is right around the corner, making prod-
ucts such as CENTS a serious alterna-
tive to the telephone in the call center.
Combine CENTS with a front end
knowledge base such as Web Advisor
by ServiceSoft (also reviewed in this
issue), and you will have a complete
online customer service operation.
CONCLUSION
CENTS, a revolutionary product for
call centers and help desks, exploits the
power of the Internet and technologies
from Microsoft (SQL Server, Internet
Information Server, and NetMeeting) to
connect a customer to an agent online.
CENTS does need some minor
improvements and bug fixes, but we
would still give it an A for an impres-
sive first version.
CENTS is flexible and powerful. It is
relatively simple to setup, easy to man-
age, and a delight to use. The product’s
client/server nature allows access from
anywhere within the network, and its
reliance on MS SQL Server makes it easy
to access its data from multiple sources.
I
ntrigued by virtual offices, but averse
to the difficulty and expense of actu-
ally deploying one on a LAN? If so,
you may be interested in HotOffice, an
Internet-based virtual office service.
Since HotOffice works via an Internet
connection, you needn’t worry about
wiring, network hubs, network cards,
installation costs, consultants, etc. All
you need is a Web browser and a
HotOffice account. Then, you can
access your own virtual office.
HotOffice establishes a private and
secure office space on the Internet where
you can communicate and collaborate,
send and receive documents, and collect
business information (such as employee
benefits, tax forms, etc.). Since it is a ser-
vice, HotOffice is continually updated
with new content and business informa-
tion. In addition, HotOffice does not
require upgrades on the client side. The
product, which works seamlessly with
Microsoft Office and other popular appli-
cations, is perfect for the SOHO market.
DOCUMENTATION
We had a pre-release version of the
product, so we never actually received
written documentation. However, we
did see the live online demo version,
which can be found at www.hotof-
fice.com. Online help is provided liter-
ally online — over the Internet.
We had been informed that the help
files are continually upgraded and
improved. In fact, we noticed that
updates were being made on a daily
basis. We were so impressed we gave
the documentation a 5.0 rating.
INSTALLATION
To install HotOffice, you simply set
up a user account on the live demo Web
site. We actually called to set up our
user account because we needed to ask
some other questions, but the account
can be set up directly online if you wish.
Installation is easy. All you have to do is
fill out a basic information request form.
Enter your name, your company’s name and
address, and a password, and you’re done.
FEATURES
•Personal calendar; scheduler; phone
messages; bulletin board.
C T I LABS
HotOffice
HotOffice Technologies
5201 Congress Avenue
Boca Raton, FL 33487
Ph: 561-995-0005; Fx: 561-995-5990
E-Mail: [e-mail]
Web Site: www.hotoffice.com
Price: $29.95 per person, per month
for up to 9 users; $24.95 for 10 users
or more
FFiigguurree 1199..
HotOffice:
Main screen.