ALEXANDRIA, VA, November 11, 2000 — iCommunicate™ announces that it has been selected to provide its online customer service technology for Virtual University Enterprises (VUE), the electronic testing division of NCS Pearson. The VUE test delivery system, the industry’s only Internet-based certification testing system, delivers testing and training services through the VUE Authorized Testing Center network, which now numbers 2,400 centers globally.
VUE selected iCommunicate to provide its exam customers in the Americas with access to real-time interactive messaging with customer support representatives using the iCommunicate.NET™ online customer service suite. iCommunicate live chat enables customers to get the answers they need immediately without having to telephone VUE, thus eliminating the possibility of waiting in a queue for help, receiving a busy signal, or sorting through a myriad of automated options. Additionally, VUE will rely on the iCommunicate.NET self-help/self-service knowledge base to offer their customers immediate answers to their questions about testing, anywhere and from any time zone.
VUE is also using the iCommunicate.NET case management feature to ensure that their service representatives can access a customer’s previous queries and the complete history of interactions in order to provide more personalized service.
“Providing ‘breathtaking’ service is a primary objective for VUE, and iCommunicate has provided us with a powerful tool, iCommunicate.NET, that will allow us to enhance our customer service even more,” said Corey Hoesley, VUE Operations Manager. “Offering a live chat option gives our certification exam candidates another convenient choice when opening a dialogue with our knowledgeable customer service agents.”
“As a leader in online certification testing, VUE is extremely attuned to the need for intelligent, immediate responsiveness. iCommunicate enables VUE to focus on delivering world-class service through the most evolved customer support technology available today,” said Louis Ravenet, iCommunicate Chief Executive Officer.
VUE (www.vue.com) is the electronic testing division of NCS Pearson, servicing the Information Technology industry and the Professional Certification and Licensure markets. From operational centers in the United States, Australia, Japan, the Netherlands and China, VUE provides a variety of services to the testing and training industries. Currently serving over 100 countries, there are more than 2,400 VUE Authorized Testing Centers in its rapidly expanding network. NCS Pearson (www.ncs.com) is a global information services company providing software, services, systems and Internet-based technologies for data collection, management and interpretation. National Computer Systems, Inc., was recently acquired by U.K.-based Pearson PLC (NYSE: PSO), and is now known as NCS Pearson, a subsidiary of Pearson Education.
iCommunicate.NET fosters intimate understanding of customers by utilizing a sophisticated knowledge base and detailed tracking of all communications, from service requests and phone conversations to email and online chat. iCommunicate’s personalized service and support solutions measurably increase revenue while easily integrating with an organization’s existing technology. iCommunicate is headquartered in Alexandria, Virginia, and maintains a regional office in Denver, Colorado. For more information about iCommunicate, visit www.icommunicate.net or call (888) 484-4401.