Collaboration Leverages Multi-Channel Routing and Single View of the Customer For Effective Contact Center Interactions
E.piphany, Inc. (Nasdaq: EPNY), a provider of Smart CRM solutions, and Genesys Telecommunications Laboratories Inc., a wholly owned subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), in June 12 announced that E.piphany has joined the Genesys Interacts Partner Program. With support from Genesys, E.piphany will provide a pre-packaged integration between E.piphany E.6 customer service applications and Genesys Suite 6 contact center solutions. Leveraging Genesys industry leading Universal Queue2 routing capabilities and E.piphany Smart CRM software, the combined solution enables joint customers to intelligently route customer inquiries whether phone, Web or email along with relevant data directly to the agent desk-top, leading to more knowledgeable and personalized customer interactions.
Together, E.piphany and Genesys will help drive meaningful customer conversations by delivering effective interaction routing and providing agents with a single view of the customer. And because transactional data and customer information are routed with customer inquiries of all media types, agents can provide consistent and informed answers for all customer interactions. The packaged integration will enable faster implementation and lower cost of ownership for joint customers deploying contact center solutions, as well as increase agent productivity and overall customer satisfaction.
Our aggressively open architecture, which supports Java 2 Enterprise Edition (J2EE) and Web Services, simplifies interoperability between E.piphanys Smart CRM software and existing contact center infrastructures and systems, said Phil Fernandez, EVP of Products at E.piphany. To meet market demand around contact center effectiveness and to address the challenge of easier system-to-system integration, we continue to form relationships with next-generation companies. Our global customers can leverage our relationship with Genesys to make contact center agents more effective by providing detailed insight into each customer and guiding interactions to resolution.
Companies today face the challenge of balancing multiple technologies to effectively support their business model. By equipping contact center agents with the information and ability to meet customer needs, companies will be able to improve customer satisfaction a critical component to meeting revenue objectives, said Nicolas de Kouchkovsky, senior vice president, Genesys. Together, Genesys and E.piphany will enable our joint customers to maximize their CRM and contact center investments, resulting in greater customer loyalty and the profits those relationships bring.
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