E.piphany to Ship Call Center Software
Hybrid application combines sales and service features
Posted Aug 15, 2002
Page 1
E.piphany is set to ship next week a new call center offering that enables sales and service functionality to be integrated with the company's CRM software suite of applications. According to Forrester Research, a typical Global 3,500 firm will spend $15 to $30 million per year on software and services for its customer conversation. Called Service 6.0, E.piphany's the sales/service hybrid application gives center workers immediate access to a variety of data including customer history, related products, and marketing recommendations. The new product works with the San Mateo, Calif.-based CRM software vendor's E.piphany E.6 suite of applications. Service 6.0 is aimed at companies that sell multiple products and service and have contact centers that communicate with customers through a variety of channels including email, telephone, and wireless mobile communications. Company officials say the product is built on the J2EE (Java 2 Enterprise Edition) architecture, which allows for improved integration with other applications, flexibility, security and scalability. By 2003, call center systems will make up almost 30 percent of the worldwide voice-over-IP revenue, projected to be $1.4 billion, according to Framingham, Mass.-based market researcher IDC.
Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Popular Articles

Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us