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Hybrid application combines sales and service features
Posted Aug 15, 2002
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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.
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