Epicor To Drive Corillian's Call Center Solution

Epicor Software Corporation announced it has formed an alliance with Corillian Corporation, a provider of online banking systems, wherein Epicor's Clientele Customer Support platform will be integrated into Corillian's Voyager platform. According to Greg Horton, director of marketing at the Clientele Group at Epicor, Corillian was looking for a call center solution that ran on Microsoft's .Net platform and could create a comprehensive view of a customer for customer service representatives in the financial services industry. The comprehensive view of data includes balances, statements, and transactional history, all with one single sign-on. The companies claim this comprehensive view will allow CSRs to manage customer inquiries better, whether online via secure messages, via email, or over the phone. Call center managers will also save money by reducing the unit cost-per-call and training time, while increasing the level of customer service, according to the companies. "Streamlined customer service is a natural extension of online banking solutions like the one Corillian offers, and since we have been very dedicated to the .Net platform, it was a good fit," Horton says. John Hibbard, product line manager for CRM at Corillian, says that Epicor's software adds a real-time element to the Voyager platform that can give financial services companies the ability to use call centers as selling points. "The solution is really scalable and flexible, which is one of the main reasons we chose it," Hibbard says. "Our end users can take the solution and easily mold it for their own specific needs, whether that is straight customer service or as a sales tool as well." Horton says that the Clientele platform can be easily integrated and customized due to its being built on the .Net platform and uses native Web services and XML throughout its construction. Hibbard says that the integrated solution will be made available to the financial services industry in the second half of 2003.