RealNetworks Selected As Technology Provider for HanaSK Card's New 3G Video Customer Service Center
- RealNetworks' Interactive Voice and Video Response (IVVR) technology to power HanaSK Card's new customer service call center
- Interactive call center allows customers to solve common service issues and access account information
- RealNetworks' technology solution poised to help lead adoption of IVVR services in Asia Pacific region
SEATTLE —October 12, 2010—RealNetworks®, Inc. (NASDAQ: RNWK), the digital entertainment services company, announced today it has successfully deployed its Interactive Voice and Video Response (IVVR) technology for HanaSK Card's new 3G video customer service center. Real® is the sole IVVR technology provider for HanaSK Card, the South Korean credit card company.
By updating its customer service call center with Real's IVVR technology, HanaSK Card now provides its customers with a more streamlined experience designed to visually solve common service issues with interactive user interfaces featuring instructive images and video clips. Customers will be able to troubleshoot as well as check account information with the new IVVR-based call center in an easier way and interface with a customer service representative through video chat when needed. In addition to enhancing support for all customers, Real's IVVR technology enables HanaSK Card to better accommodate its hearing-impaired and elderly customers.
"We're pleased to work with HanaSK Card to enhance their 3G video customer service center with our IVVR technology to create a more intuitive and efficient customer service experience. With IVVR now powering their customer service center, we estimate that HanaSK Card will be able to accommodate 58 percent more customers and reduce the need for live customer service representatives by 50 percent over the next 30 months," said Sung-Ryong Hong, general manager, video communication business, RealNetworks Asia Pacific. "Real's IVVR business is in prime position for growth as the Asia Pacific market—spurred by mobile operators, financial institutions and government organizations—leads the adoption of video services for call centers."
In addition to HanaSK Card, Real also provides its IVVR technology to SK Broadband, South Korea's second-largest broadband service provider, in alliance with SK Networks, for its 3G mobile information and entertainment service, and provides content including mobile karaoke, which is available now, and tarot card services coming later this year. Rather than simply adding video playback on top of existing Interactive Voice Response (IVR) systems, Real's IVVR technology combines multiple video clips, images and texts with dynamic transition and animation effects to create an interactive experience for consumers. Real plans to extend its offering among mobile operators in the Asia Pacific region, offering IVVR technology for interactive multimedia services including Video on Demand; live feeds of the stock market, sports scores, traffic, video chatting and airline schedules; and other various entertainment services. Real's IVVR doesn't require an expensive data plan and can be supported with any video call-capable 3G phone, enabling it to support a broad user base.
Real offers wireless carriers a comprehensive selection of services including: music; video; ringback tones and personalization; and messaging services. Real's ASP services are currently deployed with hundreds of mobile operators in 64 countries worldwide.
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RealNetworks, Inc. delivers digital entertainment services to consumers via PC, handheld device, home entertainment system or mobile phone. Real created the streaming media category in 1995 and has continued to lead the market with pioneering products and services, including: RealPlayer®, the first mainstream media player to enable one-click downloading and recording of Internet video; GameHouse®, one of the largest casual games destinations on the Web; and a variety of mobile entertainment services, such as ringback tones, offered to consumers through leading wireless carriers around the world. RealNetworks' corporate information is located at www.realnetworks.com/about-us.
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