contact center corner

CONTACT CENTER CORNER: Wading Through the Quagmire That Is Reporting and Analytics

Thu, 30 Oct 2008 11:00:50 -0400

By Monique Bozeman

Analytics applications are hot, still emerging, mixed in with more mature applications and well, very confusing. Research analysts attempt to categorize, re-categorize and coin market segment terminology, niche vendors strive to extend beyond their core competency and claim functionality they may yet be growing into, and larger suite vendors move to add an analytics piece -all in search of market stature, wallet share and longevity.

In doing my own structural market analysis, I have a compiled a running list of over thirty-five different market segments for reporting and analytics that touch the contact center depending on which definition you use: channels covered, functions performed and analyst's origins of expertise. Contact Center Performance Management, Customer Experience Analytics, Interaction Analytics, Service Process Integration, Workforce Optimization, Operational Analytics, Web Analytics, Speech Analytics, Multi-Channel Campaign Management ... and the list goes on.

I'm not about to attempt to clarify the market structure in a mere 500-word column, in no small part because I myself am still wading through buzz words, market buckets and overlap. Stay tuned. What I will attempt to do is set up a very simplistic view and provide a few key questions you'll want to ask yourself and prospective vendors.

Lest we forget, at the heart of any analysis is a desire to gain an understanding of the data so that you can take some action to effect change. The goal is to get good data, see it in a visually pleasing report format, analyze it, understand it and act on it so that you can reduce costs and improve your customers' experience, your operations and ultimately your bottom line. My educated but unsubstantiated guess, taking into account my own first-hand experience as a consumer, is the majority of companies still don't know in any truly meaningful way who is contacting them, how often, for what reasons and by what combination of paths.

Here are a few key questions you need to ask yourself and vendor prospects during the evaluation of analytics applications:

Can we get good data and critical mass to support analysis? One of the biggest obstacles to good analysis is getting at good data. Organizations should also understand the requirements and dependencies a software solution may have on the data it's fed in order to actually make real use of the information.

How basic or sophisticated an application do we really need? Applications run the gamut from very basic to very sophisticated. Do you really need a sledgehammer to crack a walnut? Or do you want to buy a solution you can grow into, such as one that has the ability to do cross-channel analysis whether your focus is marketing campaign effectiveness or customer experience analysis?

When the vendor deployment team leaves, will we really be able to use the application ourselves with the skill set we have, or will we require ongoing vendor or outside consulting resources to make the application sing? Knowledge is power and historically, only a few experts within an organization, residing no doubt deep in the bowels of the company in a windowless office next to Milton in the basement, provide insights. One of the key benefit statements you will find on every other product data sheet you pick up is ease-of- use interfaces and roles-based views and reports--- in other words, extending the ability to gain insight across the organization to various user groups.

Do we want a software as service (SaaS), usually pronounced sass, or a premise-based deployment option? Some vendors offer both deployment models but usually lean more heavily towards one or the other or only offer one option. Many emerging analytics applications are trending towards the SaaS model with most web analytics vendors offering a SaaS solution. Any privacy and security concerns need to be addressed, as well as whether IT or business units will be the first line of support.

Do you need really require real-time or near real-time analysis for what you are trying to find out? This criterion is important to ask internally. Often real-time analysis is critical to point to changes you can actually make pretty quickly to affect operational performance. Analysis that will point to changes and recommendations that will take time to implement don't really require real-time reporting and analysis.

Finally and most importantly, if you find the right analytics application(s) and do the analysis, will you/can you really fix the issues highlighted by the insight? We've all worked in organizations where a flurry of activity is mistaken for productivity and effectiveness, where folks would rather move papers around on a desk rather than effect real, but sometimes painful change. Will your company really make the changes the analysis and insights point to? Believe it or not, many don't. If not, save your money and go ask Milton where that one analyst in your basement hides.

Monique Bozeman is a contact center industry expert/analyst, marketing consultant, writer and speaker. She can be reached at monique@moniquebozeman.com

CONTACT CENTER CORNER: Web 2.0 Apps – Better Than Call Center Support?

Wed, 15 Oct 2008 14:34:03 -0400

By Monique Bozeman

I'm a marketing person by nature, but I do have a manifest geek gene that pops up from time to time, driving me to late night surfing of sites billed as news for nerds. I guess that accounts for me being among the 3 percent of woman (I'm guessing) who listen to podcasts like Leo Laporte and his roundtable of techies waxing on about the latest technology trends. So emboldened, I try to tackle the odd technical problem such as installing a new sound card (I said I was a marketing person), or troubleshooting whether the issue is with the cable modem, wireless router or my computer LAN port connection. (I had almost forgotten about that nightmare and the finger-pointing responses, but I digress.)

I, like many of you, run into problems, not limited to technical support quests, and find myself calling into my vendor's call center and initiating a chat session, often simultaneously, to see which channel can solve my problem the fastest. Forget email, unless I'm sending it to another customer I've found on a discussion board or forum. That brings me to what I see as the yet untapped, unharnessed and still-gelling customer service potential of a relatively new set of applications. The world of Web 2.0 tools like wiki's, blogs, forums and online support communities, which usually fall under the umbrella term social media, are online applications that can foster sharing and discussing experiences with people in more efficient ways.

Wikis are just one form of collaborative social media - a type of website where visitors can easily share, edit, manage and expand online the knowledge of many. Wiki is the Hawaiian word for quick; the first wiki was created by American computer programmer Ward Cunningham in 1995, according to Wikipedia, the best know wiki to date. Blogs, short for web logs, are postings usually by a single person on a particular topic with folks commenting with posting organized with the most recent entry first.

Cone LLC, a Boston-based strategy and communications agency engaged in building brand trust, recently conducted a study on business in social media based on the findings of an online survey of just over a thousand American respondents completed in September of this year. Survey participants were over the age of 18 and almost equally split among men and women.

Sixty percent of those surveyed say they use social media, and, of those who do, 93 percent believe a company should have a presence in social media, and 85 percent believe a company should not only be present but interactive with its consumers via social media, according to Cone's results. Those responsible for customer service channel strategy should zero in on the fact that 43 percent of the social network users surveyed think companies should use social networks to solve their problems, and 56 percent reported they "feel both a stronger connection with and better served by companies when they can interact with them in a social media environment."

Contact Centers still struggling with core operational pains of high agent turnover and a shortage of well-trained agents could benefit from using social media applications as another customer service channel by leveraging customers as experts. There are well documented hurdles to establishing more formal, monitored and measured Web 2.0 applications, especially IT department and employee resistance and the lack of formal managing and monitoring or measuring. A recent report by Forrester Research says one in five firms have not measured the value of Web 2.0 deployments. However, as the Cone survey indicates, social media applications are being used today by customers. And to use Clay Shirky's analysis from Here Comes Everybody: The Power of Organizing Without Organizations, "The invention of tools that facilitate group formation is less like ordinary technological change and more like an event, something that has already happened."

I wouldn't turn over customer service entirely to the natives, as some start-ups promoting social media customer service software solutions enthusiastically advocate, but customer knowledge and input can and should be harnessed with social media.

Viewing these Web 2.0 applications as mere consumer technologies is an underestimation by organizations. These forums, blogs and wikis can be great customer self-service assets for both customers and organizations, and they can form important feedback loops into the rest of the organization through product management, marketing and engineering.

Savvy companies will see the value sooner rather than later to both their service organization and customer base in promoting, managing and most importantly mining these social networking tools as yet another interaction channel to get and give useful information. Who knows? Customers may indeed provide better, faster, and more accurate answers that we are getting with live agent support.

Monique Bozeman is a contact center industry expert/analyst, marketing consultant, writer and speaker. She can be reached at monique@moniquebozeman.com

CONTACT CENTER CORNER: Pro-active Customer Contact, Part 4 - Learning From the Leaders

Doug Mohney — Wed, 10 Sep 2008 11:22:39 -0400

By Joe Outlaw

There are countless stories of how enterprises have reduced their contact center operating costs by improving center and agent utilization with the additions of outbound and blending customer contact applications. There are also many stories of increased agent satisfaction and retention as a result of well-managed outbound campaigns, such as Avaya's Proactive Contact customer, The Altman Group's proxy solicitation service, and Interactive Intelligence's Interaction Dialer customer Health Benefits Direct, an independent health insurance broker.

Healthcare
One of Cisco's outbound contact applications customers, a healthcare insurance provider, has a successful disease management application. The application proactively reaches out to recently diagnosed persons to be sure they follow, or are at least aware of, their healthcare coverage and the protocols to get treatment. By actively treating diabetes, for example, the disease is better managed, progression is slowed and costs of treatment are reduced. The application is also used for early-stage heart disease patients.

Cable
Aspect Software has a cable company customer using its Unified IP contact center suite that has deployed a number of proactive customer contact applications. Among these applications are service appointment reminders, special service request status update notifications, outage notifications with status updates, and completed work order notifications with optional customer feedback surveys.

Utilities
Genesys' customer Tampa Electric serves over 650,000 residential and commercial customers in West Central Florida. They notify customers using a Genesys Voice Portal-based application for scheduled maintenance and emergency outages, such as those caused by hurricanes. They also provide proactive periodic updates of the status of efforts to restore power transmission services.

Gaming
Genesys customer Betfair is a UK-based sports betting company. It uses Genesys's Outbound Voice and Express Mail applications to dramatically increase the effectiveness of its customer outreach program. Having its agents better prepared with customers' betting history and preferences before proactively contacting them has been the key to driving new business growth with these customers.

Part 1 in this series introduced the business drivers for pro-active customer contact, Part 2 reviewed the leading-edge business uses of pro-active customer contact solutions and services, and Part 3 compared some of the leading pro-active customer contact solutions and services on the market.

Joe Outlaw is President and Chief Analyst of Outlaw Research, a firm that provides results-oriented analysis and consulting of the customer contact marketplace. The objective of Outlaw Research is building a community around the leading edges of customer contact -- the advanced strategies early-adopter companies are applying and the technologies and vendors they are working with.

Outlaw: News from SpeechTEK 2008

Thu, 21 Aug 2008 15:46:07 -0400

By Joe Outlaw

Historically, SpeechTEK has been a developer's conference, and I found that to be pretty much true at SpeechTEK 2008 in New York City. There was, perhaps, less talk about new state-of-the-art platforms and VXML than in the past couple of years and more emphasis on the business value of speech-enabled applications. The speech industry is maturing and the focus has moved beyond proving that speech technology is ready to deploy, to bringing down the complexity and cost of deployments. Announcements from Genesys and Nexidia exemplify the new movement .

Genesys announced the availability of the latest version of its Genesys Voice Platform (GVP) release 8. Release 8 is the first fully converged version of its voice platform, combining the best of the acquired VoiceGenie platform and the previous GVP releases. Among the enhancements in GVP 8 are: increased scale, tighter integration with the Genesys contact center suite and an enhanced development environment. Applications written for either the VoiceGenie platform or the previous GVP release will operate on the new GVP 8. In addition to making the Eclipse-based applications development environment more visual and intuitive, Genesys announced they are making steady progress toward making it the development environment for the full Genesys Suite.

Nexidia announced the latest version of its speech analytics solution, the Nexidia Enterprise Speech Intelligence (ESI) 7.0. ESI 7.0 brings improvements in performance, scalability and usability. As mentioned above about GVP 8, ESI 7.0 is more visual and intuitive than previous versions and supports new dashboards for more quickly identifying trends and anomalies in contact center-customer interactions. Nexidia also announced Quickstart libraries of customizable pre-defined search routines that both speeds the creation and lowers the cost of speech searches. Nexidia has created Quickstart libraries for regulatory compliance, competitive strategy and business process improvement.

Case Studies Presentated at SpeechTEK

Boston Medical Center deployed a speech-based application for monitoring the health of patients with chronic conditions such as diabetes and obesity. The over-the-telephone speech recognition application running on the Envox 7 platform conducts patient interviews to determine their condition, and then provides information, advice and coaching. The capability to monitor patients over-the-telephone instead of in an office visit enables more frequent monitoring and makes recommendations more affordable and less strenuous and stressful for patients.

AAA of Washington state is Washington's largest emergency road service provider, insurance provider and travel agency. It supports its one million members through its 350-person contact center. Recently it invested in a new voice recording system from Verint Witness Actionable Solutions (WAS) and also began to use the speech analytics functionality of the Impact 360 suite.

Like many other contact centers, in addition to system reports, it gathers anecdotal insights into how the center is operating from its agents and supervisors. Often these informal insights are enough to find and correct problems. AAA Washington found the value of adding a more scientific approach with speech analytics. Verint WAS's speech analytics is now being used to analyze the center's recorded interactions with its members. So far, it has found root causes for spikes in call volumes, long duration calls and occasionally, agent misbehavior. In addition to finding hidden center inefficiencies or root causes of member dissatisfaction, the analytics application has provided detailed support for anecdotally reported issues, which has been useful to gain management support necessary to fix the issues.

SpeechTEK: The Bottom Line

Having tracked speech technology's application for customer contact and attended speech conferences for more than 10 years, I conclude that:

Speech technology is ready for deployment in support of enterprise businesses.
IVR and voice portal platforms have become reliable, scalable and affordable and, if not completely based on industry standard hardware and software, much less proprietary than in the past.
Application languages and development environments have become more standards-based, intuitive and accessible.
Actual speech-enabled application development, while steadily improving, can still be as much art as science.
The cost of custom speech-enabled application development and support, while gradually decreasing, is still relatively high.
Both the number of speech-enabled application developers and the variety of industry-specific applications are growing steadily.

These are all signs of a healthy growing industry; good for the industry -- good for its customers.

CONTACT CENTER CORNER: Pro-active Customer Contact - Much More Than Tele-Marketing

Doug Mohney — Thu, 14 Aug 2008 10:27:53 -0400

By Joe Outlaw

Traditionally, pro-active customer contact has meant tele-marketing, tele-sales and outbound calling for debt collection. These activities are still a large part of most business' uses of pro-active contact. However, driven by growing competitive and economic pressures, leading enterprises across many industries are turning to pro-active contact to cement and grow profitable customer relationships. They are using a wide variety of business applications supported by an equally wide variety of technologies.

Applications of Pro-Active Customer Contact

Among the growing uses of pro-active customer contact are:

Calling or messaging customers directly based on customer lists for customer service or sales purposes.
Outbound manual and automated calling or messaging customers
- one way messaging - to deliver a message such as, "This is a message from Yuki's Flowers. Your flowers were delivered at 1:25 PM on Monday, April 4. Thank you for your business".
- interactive messaging - to deliver a message with optional additional information or assisted service such as, "This is a courtesy message from BigCo. All our canoes will be on sale this weekend. Press 1 or stay on the line to hear more details about this sale." Or, "This is to confirm your appointment on Tuesday at 9 AM with Dr. Smith; press 1 or stay on the line to be connected with Dr. Smith's office to change your appointment."
Calling or messaging customers to obtain feedback on their products/services or customers' recent interactions with the company.
- these surveys can be based on recent interactions, such as immediately after a customer call to customer service or soon after a purchase, delivery or installation.
- these surveys can also be related to a company event, such as a marketing campaign or customer segment analysis, or they can be randomly solicited.

Technologies Which Support Pro-active Customer Contact

Just as there are many uses of pro-active customer contact there are many technologies and solutions to support these contacts. They include:

automated dialing applications, which can be operated in various states of automation, such as power, preview and predictive
automated interactive voice response platform-based outbound applications
notification or alerting applications, which can be event-driven or based on pre-defined schedules and which can support various modes and media, including e-mail, text messaging and pre-recorded speech
automated survey and customer feedback applications
widgets, which are Web-based applications to offer either live chat or live-person telephone-based service

Pro-active customer contact solutions can run the gamut from single function, point solutions such as simple alerts to comprehensive programs that would be fully integrated with inbound customer contact solutions, customer information systems and contact center applications. The point solutions, as well as the more comprehensive inbound/outbound contact center systems, can be deployed as either in-house or customer-premises based, outsourced as hosted services or a combination of in-house and outsourced.

Part 1 in this series introduced the business drivers for pro-active customer contact, Part 3 in this series will compare some of the leading pro-active customer contact solutions and services on the market, and Part 4 will highlight pro-active customer contact success stories.

CONTACT CENTER CORNER: Pro-active Customer Contact, Part 1: Why The Time Is Right

Wed, 06 Aug 2008 16:06:43 -0400

By Joe Outlaw

Given my focus on the leading edges of customer contact you might wonder why I would be writing a series of articles about pro-active customer contact. Haven't outbound calling, auto dialers, and tele-marketing been around for years? Yes, but despite the obvious value of outbound contact for some businesses and the maturity of the technologies, most companies still do not employ service-related pro-active customer contact. Instead, almost 80 percent rely entirely on their customers to contact them for questions, problems, and even, in the case of many Internet-based businesses, for sales.

So, calling customers, per se, is not new. What is new is that leading companies, are discovering the strategic business value of comprehensive approaches to pro-active customer contact. They are leveraging customer and product information from across the enterprise to reach out to their customers with personalized service messages and sales offers to cement and grow profitable relationships. For the real leading-edge companies their pro-active customer contact initiatives are an integral part of their unified communications strategies, i.e. their internal and external communications strategies are intertwined and synergistic.

Reactive-only Customer Contact Is Not Good Enough Anymore

Depending upon the industry your company competes in you may already be feeling the competitive pressures to be more pro-active with your customers. Historically, the more commoditized industries have relied disproportionately on services for differentiation to create/maintain competitive advantage. And, not surprisingly, these same industries are leading the pro-activity movement. Increasingly global competition and a weak North American economy are two of the macro business drivers for pro-active customer contact, but there are also micro drivers, including:

to improve the efficiency of the customer contact organization;
to increase customer retention and loyalty;
to increase revenues and expand business with current customers; and
to add new customers.

Pro-Active Customer Contact: Improving Call Center Operations

Improving the efficiency of the customer contact organization for most companies, means the doing more with less in their customer service group and call centers. Due to the inherent peaks and valley in incoming customer call traffic, making pro-active customer calls during the lulls for incoming calls makes use of previously unused people's and systems' capacity. Other benefits include:

reductions in inbound calls -- e.g. shipping notifications eliminate the need shipment status calls from customers;
job diversity for call center agents -- often, but I appreciate not always, viewed as positive and job enriching by agents; and
reduction of customer complaints -- again, pro-active notification of problems can eliminate complaint calls, which I think I can safely say always has a positive impact on agents' job satisfaction and usually on turnover.

Pro-Active Customer Contact: Increasing Customer Retention and Loyalty

Pro-actively contacting customers with service information useful to them or with personalized sales offers is generally viewed by customers as positive and brand reinforcing. These positive effects have been shown to contribute to customer loyalty and increased purchases from the pro-active company over time. Frederick Reicheld, author of The Loyalty Effect, in researching successful companies, discovered the longer they retained a customer the more profitable that customer become for them. Likewise, I am sure everyone is tired of hearing that it is significantly less costly to retain current customers than to acquire new ones. Although, based on how many companies treat their customers its clear not everyone believes those economics.

A related topic, much in the news these days, is first contact resolution, which is also promoted as a way call centers can improve its customers' positive attitudes toward the company and thereby their loyalty. By pro-actively contacting customers with valuable service information, you cannot just resolve their questions/problems/concerns more effectively you can eliminate the need for their calls in the first place. The fourth article in this series will be all about leading customer examples, but one that fits here is the flower delivery company, which eliminated 80 percent of its incoming calls by pro-actively contacting customers to let them know their flowers had been delivered.

Pro-Active Customer Contact: Increasing Revenues

Pro-actively contacting customers should have as minimum goals to reduce your expenses and increase your customers' positive attitudes toward your company and its products/services. Increasingly, enterprises are adding revenue goals for their call centers and pro-active contact is becoming the leading way to achieve these. Call centers with these new revenue goals quickly discover that customers calling with problems and complaints are not as likely to respond positively to sales offers as pro-actively contacted customers are. In addition, when working with B2B customers the person calling with a problem is often not the appropriate person in the organization to respond to a sales offer.

Pro-Active Customer Contact: Adding New Customers

Adding new customers, usually the primary responsibility of the sales and marketing groups can be impacted by the call center through pro-active customer contact. And, I don't mean by calling prospects in the classic tele-marketing sense. It is of course a generalization, but happy customers tell their friends and pro-active customer contact can, as mentioned above, have a positive effect on customers and brand loyalty. There are many other strategies and technologies for supporting customer communities, such as forums, and social networking, which I will discuss in future articles, but the point here is that pro-active customer contact can play a part in generating positive customer recommendations.

Part 2 in this series will explore the components of pro-active customer contact programs, Part 3 will compare some of the leading pro-active customer contact solutions on the market, and Part 4 will highlight pro-active customer contact success stories.

CONTACT CENTER CORNER: RADVISION Adds Video to Cisco Contact Center

Doug Mohney — Tue, 29 Jul 2008 14:34:33 -0400

RADVISION is providing integrated voice communications for Cisco's Unified Customer Voice Portal (CVP).

With the new solution, RADVISION's SCORPIA Integrated Video Platform (IVP) and iCONTACT content center video-enabling software component provide Cisco's CVP with the capability for video interactions, including self-service, queuing, and agents.

Video enabling the call center provides a number of features and benefits, including video menus for a more intuitive caller experience, video self-service with prerecorded or live videos, video queuing (think videos instead of music on hold), and video agent support allowing agents to push additional pre-recorded or live video content to callers. Support is provided for 3G video-enabled mobile devices and video kiosks for broad user access and reach.

Video support for the call center might sound a little "out there," but it ties in nicely with Cisco's ongoing theme/push of visual networking and video becoming ubiquitous. Dialogic has also touted the potential for bringing video into the IVR and call center environments, so it's not just Cisco that's promoting the concept.

For more:
- RADVISION release on video-enabling Cisco Contact Center

Related articles:
Dialogic goes video hog wild
Comcast buys Plaxo for ... video?

CONTACT CENTER CORNER: CallCopy Records Credit Unions

Doug Mohney — Tue, 15 Jul 2008 11:00:04 -0400

CallCopy has announced it has added two new credit unions to its growing base of financial customers.

Evangelical Christian Credit Union (ECCU), based in Brea, Calif. and PrimeWay Federal Credit Union, with headquarters in Houston, have deployed several of CallCopy's call recording and quality management solutions within their contact centers. The solutions have been deployed to help the credit unions meet legal and compliance requirements and support their quality management and agent training initiatives.

ECCU has added a call recording solution to enhance and protect their existing infrastructure investment and is in the process of delivering a quality management program that allows them to deliver one-on-one coaching to agents and continually refine their training program.

PrimeWay needed a cost-effective and dependable solution for compliance, able to record calls for legal issues and quality assurance. CallCopy solutions are being used in the call center for agent training and quality management, as well as in the collections department for call logging and to help PrimeWay satisfy compliance requirements.

For more:
- CallCopy's announces financial call center wins

Related articles
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UC KillerApp = Contact Center?

CONTACT CENTER CORNER: Dickinson Financial Adds Intervoice

Doug Mohney — Wed, 02 Jul 2008 09:18:00 -0400

Dickinson Financial Corporation (DFC) has selected Intervoice's IP Contact Center (IPCC) solution to extend its current IVR transactions to live agents; DFC has been an existing Intervoice IVR customer.

Headquartered in Kansas City, Mo. DFC is the holding company for Bank Midwest and five affiliated banks. DFC has a multiple site customer care contact center and expects to benefit from IPCC's built-in CTI and SIP-based architecture for informed contact routing decisions. The built-in CTI capability allows customer data collected during a self-service IVR session to be retained throughout the customer's entire call so customers don't have to repeat their information to a live agent. Customer data is presented to DFC agents via screen pops and because the IPCC solution is switch independent, DFC will be able to leverage the architecture without the need to upgrade their current phone system.

In addition to the screen pop capability, DFC agents will also be able to handle multiple media channels beyond voice, including email, web collaboration, fax call back requests and voice mail messages.

For more:
- DFC adds Intervoice IP Contact Center release

Related article:
Doing More With Less: Just Add Software

CONTACT CENTER CORNER: Vonage Deploys Five9 Virtual Call Center

Doug Mohney — Wed, 21 May 2008 22:47:47 -0400

Vonage has deployed Five9's Virtual Call Center in several divisions to manage its marketing campaigns.

Vonage needed a quick, easy-to-use and manage call center system; Five9 provided implementation services and training to get departments operational in four days. Features swaying the decision to go with Five9 included predictive dialing and outbound solutions. Several campaigns already executed have produced winbacks and generated revenue; Five9 is also being used for customer satisfaction polling.

A virtual call center solution is something Vonage would appreciate since it gives the company the ability to quickly scale up and down resources for outbound calling, rather than having to purchase, implement and maintain a dedicated call center solution. Using Five9's hosted solution gives Vonage the option to quickly scale back if they need to do more belt tightening.

For more:
- Five9 touts Vonage as a customer

Related articles:
USCB Embraces Five9 Call Center Solution
Vonage lowers loss, will sell DSL via Covad