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Press Release
FOR IMMEDIATE RELEASE
Sento Corporation Releases New White Paper,"Text TalkSM: There's Nothing Like a Good Chat"
An Emerging Customer Support Solution That Improves Effectiveness and Savings
AMERICAN FORK, Utah - Aug. 26, 2003 - Sento Corporation, a leading provider of integrated, multi-channel customer support, today announced the release of a new industry white paper, "Text TalkSM: There's Nothing Like a Good Chat." The new white paper provides background for Sento's Text Talk solution as an emerging customer support option with numerous advantages for improving effectiveness and increasing savings. The white paper is available now, free of charge, at www.sento.com/text_talk.pdf.
Text Talk is a key element of Sento's Customer Choice PlatformSM, a support model, which confirms that given good choices, customers will almost invariably choose self-service options for customer support.
Text Talk is a Web-based chat tool that is one-to-one, real-time communication over the Internet in a text environment. It resembles a messaging tool, but is not a virtual chat-room or e-mail response.
"It is the most under-recognized and under-utilized communication method available to man," said Patrick O'Neal, president and CEO of Sento Corp. "Companies who understand the Text Talk phenomenon and who know how to use it effectively are serving more customers, more quickly, and with more satisfaction than ever before. Text Talk options are significantly more effective—for customers and for service providers—than phone or email."
Text Talk puts customers in direct, live contact with a customer support representative through an Internet text window. Through Text Talk, support agents can handle two or three customers simultaneously, without the customer being aware or lessening service.
Companies can use domestic and/or offshore agents, wherever Internet access is available. For these reasons, Text Talk is typically delivered at one-third the cost of a phone call. While using Text Talk, customers can also complete multi-task activities, such as make a sandwich, deal with children, or answer their door, all without cutting the connection to a live support agent.
The Text Talk agent can push URL's, co-browse Web pages, download files and (with permission) even take over control of the customer's PC.
"Through the implementation of our Text Talk solution, this option of support immediately surged to 80 percent of live transactions," O'Neal said. "The initial savings was also great—40 percent, which then settled into a consistent savings of 40 percent in overall costs while the number of transactions doubled and then tripled. And, customer satisfaction had actually improved. Those companies who are able to employ Text Talk will be the companies who stand out most prominently in the next era of excellent customer support."
For more information about Sento's Customer Choice Platform, or for a downloadable copy of the new white paper, "Text Talk: There's Nothing Like a Good Chat," readers can visit Sento at www.sento.com/assets/pdf/text_talk.pdf.
SENTO PROFILE
Sento Corporation (www.sento.com) is one of the industry's most innovative providers of outsourced customer support services. Sento employs right channeling to create custom solutions that integrate live support with the company's best-in-class software solutions. Sento's Customer Choice PlatformSM allows customers to make choices in communication channels from a range of web-enabled self-service options with live support available at every critical point. Sento focuses on the inter-relationship among voice, chat, email, self-service and web forums. Sento targets its customer acquisition, customer service and technical support solutions to a diversified portfolio of clients in multiple vertical segments. Sento's solutions can provide value-added customer support at significant cost reductions when compared to other, traditional outsourced models. With operations in the U.S., The Netherlands, and France, plus partnerships in India and other low-cost regions, Sento provides customer support in 19 languages.
FORWARD LOOKING STATEMENTS
Statements in this press release, which are not purely historical, are forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Such statements encompass Sento's beliefs, expectations, goals, hopes or intentions regarding future events. Words such as "expects," "intends," "estimates," "believes," "anticipates," "should" and "likely" also identify forward-looking statements. All forward-looking statements included in this release are made as of the date hereof and are based on information available to Sento as of such date. Sento assumes no obligation to update any forward-looking statement. Actual results could differ materially from those anticipated for a number of reasons, including, among others: the Company's stock price has historically been volatile; difficulties encountered in post-acquisition integration and operation of the acquired assets including retaining existing clients of the acquired company; variations in market and economic conditions; the effect on the Company's earnings of the repricing of options; the Company's dependence on its limited number of key clients; failure to renew existing client contracts for continuation of services; reduction in services requested by the Company's clients resulting in lower revenues for the Company; the Company's ability to complete negotiations and execute client agreements; risk of emergency interruption of the Customer Contact Solutions operations; and other unanticipated factors. Risk factors, cautionary statements and other conditions, which could cause actual results to differ from the Company's current expectations, are contained in the Company's filings with the Securities and Exchange Commission, including the Company's Annual Report on Form 10-KSB, as amended.
Contact:
Patrick O'Neal
President, Chief Executive Officer and Director
Sento Corporation
801-772-1417
pat_oneal@sento.com
Anthony J. Sansone
Chief Finance Officer and Corporate Secretary
Sento Corporation
801-772-1410
tony_sansone@sento.com
Brokers and financial industry members
Laurie S. Roop
President, Shareholder Relations
435-652-3884
laurie@shareholder-relations.net
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