Real?-Time *VOICE* Reference Service(s)

[Marvin, Stephen G.]

 I understand the problem with EGain service is the customer must also
download the software a priori?  Are
  there other alternatives other than a required plug-in download?  Not to
imply customers can't figure things
  out but it is difficult to understand when you need to add a plug-in. Same
problem exists when customer is
  using public terminals and they can't send an email message because the
system hasn't been configured.  At
  least the local terminals could have the plug-ins installed and
operational. This kind of delay usually loses a
  customer first.  

  Also, the sound quality on the return side is poor.  They can hear you but
the choppy return message loses
  information. 

  Hope this helps. 

  Stephen Marvin 
  FHG Library 
  West Chester University 
  West Chester, PA  19383 
  610-436-1068