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Wine.com Selects Parus Interactive to Enhance Its Customer Care Processes

Leading Online Retailer Will Automate Its Shipment Tracking Process with Voice-Activated Order Status Solution

Bannockburn, IL – January 16, 2006

Parus Interactive, a recognized leader in hosted, speech-enabled customer service solutions, announced today at the National Retail Federation's Convention & Expo, held in New York City, that it has successfully concluded a pilot phase Order Status implementation for Wine.com, the nation's leading online wine retailer and wine gifting service provider. As a result of the successful pilot, Wine.com has engaged Parus Interactive in an agreement to provide a full commercial implementation of its application. The application provides Wine.com with an automated voice-activated solution enabling its customers to self-manage shipment tracking for orders handled by FedEx and UPS.

Wine.com, the internet's largest online wine retailer, needed to automate its shipment tracking processes to improve its customers' experience and reduce the expense of customer service. Parus' Order Status application will help the company achieve their goals by automating follow up phone calls to check on the shipping status for all orders processed through voice-activated, self-service solutions. With the conclusion of the pilot phase, the Parus Interactive solution is successfully automating 40 percent of Wine.com's monthly call volume on inbound shipping status calls.

"As an internet-based company, the ability to optimize business processes and deliver a personalized user experience is critical to growing the business," said Mike Osborn, founder of Wine.com. "Parus has helped us address this concern by providing us with a custom application to help us automate our business processes, better serve our customers, and consequently generate a greater return-on-investment."

Parus' Order Status application is helping Wine.com manage its shipment tracking processes by ensuring the accuracy of shipping details, such as shipping date and tracking number, while improving its overall customer care processes. In turn, Wine.com will also be able to drive new revenue opportunities that will contribute to the growth and development of the company.

"We are pleased that Wine.com has recognized the value of our voice-activated, self-service solutions and look forward to helping the company further enhance its business processes," said Taj Reneau, CEO of Parus Interactive. "We believe automating the shipment tracking process is just one step to increasing customer service levels. To transform a contact center into a top performing function and keep it performing optimally over time, these types of professional service solutions need to be part of a broader offering encompassing assessment and consulting services as well."

Parus Interactive will be showcasing its retail customer self-service solutions throughout the week at booth #665 at the National Retail Federation Convention & Expo. For more information about Parus Interactive, please visit the company's Website at www.parusinteractive.com.

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About Parus Interactive
Parus Interactive, a recognized leader in speech-recognition technology and data solutions, and a division of Parus Holdings, Inc., provides retailers with voice-activated self-service solutions, allowing their customers to reduce the expense of providing a positive customer experience.

Parus' technology helps retailers achieve customer satisfaction and more effectively manage customer interactions in any form the customer is interacting with the retailer, such as via the phone, the Internet, live person-to-person, or through a kiosk. Founded in 1997, Parus maintains offices in Phoenix, Arizona and in Bannockburn, Illinois, a suburb just outside of Chicago. For more information about Parus Interactive, visit their website at www.parusinteractive.com.

About Wine.com
Founded in 1998, Wine.com is America's leading online wine retailer. Offering over 14,000 unique wines to 30 different States and Japan, Wine.com offers the largest selection of any wine store on Earth and also offers wine gifts, gift baskets, and wine clubs. Wine.com operates the world's most trafficked wine web site, according to research conducted by Comscore. For more information, visit http://www.wine.com.

Press Inquiries:
Nancy Taubin
ntaubin@parusinteractive.com
888.444.6400

 

 
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