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Foster City, Calif., January 28, 2002 – FaceTime Communications, a premier provider of instant messaging (IM) solutions for business, today announced an agreement with America Online (AOL) under which AOL will offer its partners the ability to utilize a customer service application based upon FaceTime’s Instant Message Director server running on AOL® Instant Messenger (sm) (AIM). This combined offering will allow consumers to contact call centers using AIM while enabling companies to reduce their total service costs.
“We are excited to have the opportunity to deepen our relationship with AOL, help them provide value-added, AIM-based solutions to its partners, and be part of AOL’s extensive portfolio of products and services,” said Glen Vondrick, FaceTime’s President and CEO. “AOL’s decision to work with FaceTime and our Instant Message Director solution demonstrates the power of AIM as a direct communications tool.”
“We’re happy to work with FaceTime to help make AIM even more valuable for millions of consumers by giving them a fast and easy way to contact customer service representatives,” said Raul Mujica, Vice President and General Manager, AOL Instant Messenger. “By offering a combined solution of AIM and FaceTime’s Instant Message Director customer service application, we can offer our partners a dependable, trackable way to communicate with their consumers more cost-effectively than before.”
As one of the fastest growing communications channels, instant messaging creates tremendous opportunities for Global 2000 businesses and the consumers they serve. Running on top of AIM, the FaceTime Instant Message Director ensures routing, queuing, transferring, escalation and auditing of agent and customer AIM-based interactions similar to the way an Automatic Call Distributor (ACD) manages telephony traffic. The FaceTime Instant Message Director is offered as a hosted service or enables IT departments to install a back-end software server behind their Internet firewall in order to manage and monitor instant messaging communication across all major IM networks including AIM.
About FaceTime Communications
FaceTime Communications is the leading supplier of instant messaging (IM) applications for business. The company provides server-based, value-added solutions on IM networks for business-to-customer and business-to-business communication, call center escalation, and IT organizations that are required to comply with regulatory privacy audits. FaceTime’s Instant Message Director (IMD) family of products leverages interoperability with consumer IM networks such as AOL, Microsoft, and Yahoo! to provide management of presence-based applications. FaceTime’s solutions ensure, routing, queuing, transferring, escalation, and auditing for time-sensitive communication in key industries such as finance, media/entertainment, retail, technology, and travel. Global 2000 companies including Alaska Airlines, Amica Insurance, Compaq, Dell, BankOne, Fimat, Homestore.com, Thomas Weisel Partners , and Western Union rely on FaceTime’s technology to help manage business-critical communication traffic. Headquartered in Foster City, California, FaceTime can be reached at http://www.facetime.com or via IM screen name FaceTimeLive.
Contacts:
FaceTime Communications
Barry Shurtz
(650) 572-5892
bshurtz@facetime.commsr.comm for FaceTime
Kerry Coulter
kerry@msrdotcomm.com
(415) 447-6115 x4Michele Barnum
michele@msrdotcomm.com
(415) 447-6115 x3
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