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News Briefs

  Online News published in DM Direct Newsletter
September 15, 1999 Issue
  By Rachel Rasmussen

1.3 billion Web Visits Expected this E-Holiday Season

A study of 1,197 Internet users shows that the e-holiday shopper will be the most powerful Web browser in the coming months. The study, conducted in July by Net Effect Systems, indicated that consumers use the Web as the Encyclopedia Britannica for any pre-shopping information gathering or price comparisons. About 94 percent go to sites to initially gather information, not necessarily to make a purchase. With an estimated 92 million people online, up 40 percent from 1998 levels, this e-holiday season is expected to bring 1.3 billion visits to e-commerce shipping sites. This number of visits is up 71 percent from the estimated 760 million in 1998. Sites need to be ready for increased traffic that could potentially clog and slow them to molasses, particularly in the month of November.

It is predicted that traffic will peak in the month of November. Despite Web sites aggressively preparing to provide unparalleled offerings and service, and despite consumers? increased knowledge and familiarity with the Internet, the survey showed that consumers are still concerned about two basics in e-commerce: 74 percent are concerned that their credit information is transmitted in a secure environment; and 72 percent are concerned if the goods purchased with be delivered and delivered on time.

For more information about the study, visit

Lucent Technologies and Siebel Systems Announce Global Strategic Alliance

At the ICCM ?99 Conference in Chicago on Aug. 31, 1999, Lucent Technologies and Siebel Systems announced a global strategic alliance to integrate Lucent?s customer care and workflow management solutions with Siebel?s front office software. With these combined solutions, organizations will be able to consistently deliver and manage customer interactions and tasks across their entire enterprise.

Siebel Systems and Lucent will jointly sell and market these integrated solutions worldwide and work with systems integrators to help businesses optimize the way they handle all their customer interactions. The capabilities the two companies intend to integrate include:

  • Multi-media customer interaction and universal queuing.
  • Intelligent routing of customer inquiries to the right resource.
  • Automatic workflow routing, delivery and completion.
  • Complete view of the customer.

For more information, visit the Lucent Web site at the Siebel Systems Web site at

eGain Joins Intel, Oracle, IBM and Other Leading E-Commerce Vendors to Launch National Retail Federation's Internet Commerce Council

eGain Communications, a provider of customer service infrastructure for e-commerce, announced that it has joined leading e-commerce companies to form the Internet Commerce Council (iCC) for the National Retail Federation (NRF), the world?s largest retail trade association. The iCC will help NRF members evaluate e-commerce technology choices for e-retailers through educational events and information-sharing activities. eGain is co-chair of the new council.

In early September, the National Retail Federation (NRF) founded the Internet Commerce Council. The goal of the new group is to help its retail members evaluate their decision-making processes among Internet retailing solutions by focusing on Web-based customer service, marketing and product issues. Along with eGain, founding members include IBM, Oracle Corporation, Be Free Inc., Intel, Netcentives and Net Perceptions.

"As retailers do business on the Web, they often have questions about the many Internet retailing tools available to them," said Tracy Mullin, president of NRF. "The iCC provides a forum for NRF members to discuss strategic issues and share ideas to determine the solutions that best fit their needs."

For more information, visit the eGain Web site at

Rachel Rasmussen was a Web Editor of

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