Program Starts Call-Center Voice Connection

A new Internet call-center solution allows call-center agents to browse the Web with remote callers, demonstrate any application running on their desktop, and transfer downloadable Web-based files, all in a secure manner. Resulting from a co-marketing agreement between WebLine Communications, Burlington, Mass., and Lucent Technologies, Murray Hill, N.J., the solution supports the customer's voice-enabled browser (Netscape Navigator or Microsoft Internet Explorer), allowing the user to click a button to speak with a call center representative while browsing a business Web site, without having to disconnect from an active session. Communication takes place over a voice-over-Internet protocol connection, as both parties share on-screen visuals and co-navigate the Web, with the agent able to transfer requested information or make transactions on-the-spot.