"As a leader in the online gaming industry, SOE has sought to offer gamers quality online customer support. We see chat as a highly effective and efficient channel for resolving all customer inquiries. The phenomenal success of our trial and their cost-saving pricing made InstantService the right choice for our EverQuest solution and our other games," said George Scotto, Vice President of Customer Service & Quality Assurance, Sony Online Entertainment.
With more than 430,000 active subscribers, EverQuest is one of the largest fantasy worlds ever created online. The global EverQuest player base is comprised of players from various countries throughout the "real" world, including the U.S., England, Canada, Japan, Taiwan, Korea, Germany, France, Italy and Australia. During peak periods, close to 100,000 adventurers and dragon slayers have explored the world of Norrath simultaneously.
"Sony Online Entertainment sees tens of thousands of gamers log on daily. Being selected by industry leader SOE is evidence to the substantial value our solution offers this promising industry," said Mike Lande, CEO of InstantService. "We look forward to working with SOE for years to come."
About Sony Online Entertainment
Sony Online Entertainment Inc. (SOE), the online gaming division of Sony Pictures Digital Entertainment, is a worldwide leader in massively multiplayer online gaming that creates, develops and provides online entertainment for the personal computer, console, wireless, and online markets. With more than 13 million registered users, SOE's award-winning website, The Station (R) (www.station.com) hosts a variety of entertaining games and player communities spanning numerous genres. In addition to blockbuster hits EverQuest® and Jeopardy! Online, SOE has an array of cutting-edge online games in development such as PlanetSide(TM), Star Wars® Galaxies(TM), EverQuest® II, and the world's premier online-only console game for the PlayStation®2, EverQuest® Online Adventures(TM).
InstantService(TM) is a Seattle-based company, which delivers ASP customer communications services to contact and call centers that lower costs, increase customer contacts, and raise satisfaction levels. InstantService provides integrated chat, email management, a dynamic FAQ tool, and a suite of industrial strength administrative reporting and queuing tools. With usage-based fees, InstantService pricing is flexible and promotes cost savings per individual customer contact.
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