Faneuil utilizes a Cisco customer contact solution designed expressly for interactive customer service and support. Built from the ground up to take advantage of Internet technologies, the Cisco Collaboration Server provides a flexible business communication solution that satisfies our clients' most demanding enterprise-wide requirements.
 
The Cisco e-Business solutions offered by Faneuil include:

• e-Mail Management
• Two-way Web Page Sharing
• Collaborative Web Browsing
• Real-time Application Sharing
• Text Chat

The Cisco Collaboration Server's two-way interactivity enables representatives to share information with customers over the Web, including Web pages, forms, or applications, while conducting a voice conversation or text chat, using nothing more than a common Web browser. Agents can deliver answers to specific questions backed up with real-time charts, illustrations, facts, and figures, or walk customers through the completion of shared, Web-based forms or applications.

Agents can also assist customers with solving difficult technical problems, or provide live sales presentations, software demonstrations, or training sessions to groups of people located around the world. This solution allows Faneuil to provide our customers with more effective, personalized assistance.
 
The Cisco Collaboration Server has the following benefits, available for implementation at the Business-to-Business and Business-to-Consumer levels:

• Two-way Web page sharing (static and dynamic pages from any Web site)
• Follow-Me Browsing for collaborative Web browsing
• FormShare for sharing standard Web-based forms
• FrameShare for sharing framed Web pages
• Real-time application sharing (demo and share applications)
• Text chat

• Comprehensive, easy-to-use interface for both agent and customer
• Unique ScriptShare environment greatly facilitates representative's ability to share visual content
• Hands-free operation for customers - representatives can control all two-way interaction
• Transfers and consults between representatives
• Agent Web pops with caller Web page
• Agent screen pops with database and Web data for caller
• Dynamic control of session leadership
• Dynamic control of participant admission