Background
How many potential online purchases have end users cancelled because, at some point during the purchasing process, they could not verify critical information or resolve concerns before completing the transaction? The benefits of immediate one-on-one communication with potential customers include increased customer loyalty, more detailed customer feedback and, ultimately, an increased closing rate in online sales.

Philip Warbasse develops Custom PC-to-Phone Applets in 100% JAVA. This gives web site owners the capability to add to their web sites PC-to-Phone features that don't require the user to download additional software in order to establish a voice connection.

This unique CRM feature is especially useful for businesses that wish to provide the highest level of customer service by allowing web site visitors the option of speaking in real time with representatives via a VoIP gateway.

Purpose
For purposes of this presentation two Softphone strategies - hereafter referred to as "Direct Dial" and "Tele-Support" - will be featured as CRM components. The examples are complete with model Graphic User Interfaces and brief explanations of possible benefits.

Unlike software-intensive PC-to-Phone applications or call back services, which are not true VoIP, the strategies presented here explore the possibilities for PC-to-Phone vendors to enable businesses and institutions to use their existing web sites to offer customers full VoIP on the fly.

This can be achieved by: 1.) reversing the business model for these programs whereby the web site owner/operator pays for the service instead of the caller, 2.) creating custom interfaces with Direct Dial features rather than standard Softphone interfaces, 3.) supporting GUI applications in JAVA.

Intent
The goal of this presentation is to introduce PC-to-Phone vendors to an untapped market that is a natural application for Softphone strategies such as Direct Dial and Tele-support. In doing so, it is Philip Warbasse's intent to help companies use these and related technologies to create new revenue streams.

The Value of Direct Dial & Tele-support
Technology such as VoIP will be made more useful and, at some point, become commonplace as the world becomes increasingly connected to the Internet and as user bandwidth increases. From its inception, the Internet has provided a useful infrastructure for receiving information in a timely manner.

More recently, it has become a very useful tool for conveying information as well. Web site components such as shopping-carts, chat, peer-to-peer sharing, message boards and now Softphones all allow users to give instant input whether placing an order online or calling someone on the other side of the world.

For VoIP vendors/providers, Direct Dial and Tele-Support strategies create a new target market - the web site owner. Potential revenue streams created by this market include: 1.) Custom Design - Creating the Direct Dial or Tele-Support interfaces for clients, 2.) Web site implementation - Embedding the applet on a client's web site, 3.) Phone service - The primary source of revenue whereby PC-to-Phone vendors sell pre-paid minutes to web site owners in exchange for hosting and maintaining their Direct Dial connection and account information.

Philip Warbasse is actively seeking partners in the PC-to-Phone sector with a specific focus on those firms that provide VoIP gateways for this technology.

Direct Dial
The Direct Dial Softphone is a simplified version of a standard Softphone interface. It may contain areas for ads, volume controls, information displays, directories and other assisting devices. The major difference is in its ability to control who the end-user calls and, just as important, who they don't call. The Direct Dial Softphone restricts calls to predetermined numbers which cannot be altered. Rather, end-users simply click one button for an immediate PC-to-Phone connection via the Internet.

All Direct Dial Softphones can be tailored to the exact branding specifications of any web site while still allowing the user to control the volume levels of both the microphone and speakers. All design strategies execute JAVA and run over most current web browsers including Internet Explorer 4+, Netscape 4+ and Opera 4+. Use of the system requires no downloading of software by the user. As a result, the user experience created by these interfaces is much more immediate and intimate than those provided by other forms of CRM such as call back services.

Tele-Support
Tele-Support strategies differ from Direct Dial strategies in that they shift the business model back into its conventional format; providing web site owners/operators the ability to generate revenue by offering the end user premium levels of assistance (such as online tutoring or advanced tech support via a PC-to-Phone connection) that are fee based.

Tele-Support lends itself to a wide variety of applications in numerous industries and might include Premium Support Packages for purchases such as software, hardware, games, toys and food items.

About Philip Warbasse
Philip Warbasse is an Interactive Programmer and Graphic Designer working in Los Angeles and Phoenix. He specializes in Interface Design and consults for New Media firms in areas of Graphic User Interface, Human Factors, User Metrics and IP Telephony.

Philip Warbasse has been concepting and designing in areas of Interactive Television/Radio for the last two years. He is working to further explore the possibilities of Interactive Media and related technology as a GUI Designer in the entertainment, education, software and communications industries.

To demo our integrated CRM Callback solution - ClickCall“, please goto www.clickcall.biz.
To view Philip Warbasse's online portfolio, please see www.warbassedesign.com.