Fidelity Investments announced it would use on-line customer service software from WebLine Communications Corp. of Burlington, Mass.
The software lets consumers click on a button to request a phone call from a customer service representative. It also synchronizes a representative's Web screen with the customer's, so that both parties can navigate a site together.
Neither company would disclose what Fidelity paid for the system. WebLine said the price of its software starts at $1,500 per customer service agent.
Fidelity will roll out the service in stages, beginning with visitors to Fidelity's Web site who open brokerage accounts or submit mutual fund account applications on-line.
No dates have been set for full implementation, but eventually Fidelity hopes to expand the service to all visitors to its Web site. WebLine announced separately that it received more than $10 million in a third round of venture funding, with new investors MCI WorldCom Venture Fund and the Intel 64 Fund joining a group including Highland Capital Partners, Information Technology Ventures, and Advanced Technology Ventures.