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eConvergent Unveils eMerge 2.0; Achieves Two Industry FirstsMajor Release of Company’s eCRM Suite Delivers Industry’s First Universal Data Mart and First Interaction Operating System for Personalized Customer ServicePLEASANTON, Calif.—October 16, 2000—eConvergent, Inc., the world’s leading Business Solution Provider for e-business customer interaction, today unveiled a major new release of its flagship eMerge™ Customer Satisfaction Solution. eMerge 2.0 provides corporations with a comprehensive solution to the challenge of interacting with customers over a range of communications media, including phone, Web, chat, email and fax. The new release delivers a number of breakthrough technologies that empower companies to provide their customers with consistently high-quality, personalized service—regardless of how the customer communicates with the company. At the same time, the company announced that is has signed three new customers for the eMerge solution, including Excite@Home (Nasdaq: ATHM). eMerge 2.0 is based on eCIOS (eConvergent’s Interaction Operating System*), a patent-pending revolutionary application service delivery technology that provides a consistent and unified framework for multi-channel customer interaction and data collection. With eCIOS, eMerge 2.0 combines best-of-class commercial applications with a comprehensive range of fundamental underlying eCRM services, including a universal data mart, multi-channel queuing/routing, application integration and unified administration and reporting. Today’s announcement marks the arrival of the industry’s first consolidated data mart and the most sophisticated functionality for business analytics on the market. This one complete view of customer interaction allows companies to provide real-time personalized service, effectively cross-sell and up-sell customers and automate many repetitive customer interaction tasks. "The rapid proliferation of customer interaction options such as email, the Web and chat is presenting companies with a significant challenge," said Colleen Amuso at Gartner Group. "Companies not only need to deploy and integrate systems to support these different communications channels, they also have to track their customers as they move from one channel to another and back. This is a huge technical challenge that is beyond the capabilities of most businesses. Packaging this functionality in a business service, provides large enterprises with a viable option." Additional new functionality in eMerge 2.0 includes: * CTI/ACD/PBX integration, providing the ability for established companies, who may have already made large investments in telephony technology, to preserve that capital investment while allowing them to seamlessly integrate with eMerge. * Persistent voice recording providing the ability to log and track phone calls for historical recording, legal compliance and future training exercises. By actively recording agent-customer interaction, eConvergent provides its clients with a valuable new capability that provides the benefit of auto-recording phone interactions for historical or proprietary purposes. "This announcement takes the breadth of functionality for electronic customer relationship management to a new level," said Alan Brooks, vice president of product marketing at eConvergent. "There is a vast amount of pent-up demand for a production-class business analytics solution that supports the entire range of customer interaction channels and applications. Until now, other approaches have been limited to a single piece of the customer interaction puzzle. By offering the industry’s first consolidated data mart, we have created a business analytic application that will improve customer service, empower companies to reach their business objectives, and raise the effectiveness of virtually every customer-facing employee." Consolidated Data Mart eMerge 2.0 maintains up-to-date customer information in a single data mart that offers sophisticated business analytic capabilities. Regardless of whether the customer communicates with the company by phone, Web, chat, email, fax or a combination of channels, the eMerge data mart maintains a complete customer profile and interaction history. By making this information readily available to customer-facing employees, and providing data mining and online analytic processing (OLAP) tools, eConvergent enables its clients to maximize the effectiveness of their marketing, sales, and service organizations. About eMerge eConvergent’s eMerge Customer Satisfaction Solution provides everything necessary for companies to reach an unprecedented level of customer satisfaction. eMerge blends all forms of communication including voice, Web, chat, email and fax, into a single customer interaction solution for all front-office requirements. eConvergent can customize the pre-configured solution and deploy it in a production environment in approximately 90 days. eMerge is hosted at the eConvergent Managed Service Centers and is available for predictable monthly fees, making it a cost-effective alternative to legacy enterprise software applications. The eMerge core offering delivers media blending of best-of-breed multi-channel applications in a scalable, pre-configured technology infrastructure. A single data repository for business analytics enables companies to capture, analyze, and leverage vital customer profile information. Practical Details eMerge 2.0 is currently in trial and will be available for production environments in 30 days. The service is priced on a per month basis, according to the number of users and application services deployed. About eConvergent eConvergent helps e-businesses and large enterprises establish and build lifelong customer relationships. The company is the leading Business Solution Provider (BSP) for customer interaction that helps companies create customer satisfaction. eMerge™, the company's flagship outsourced service for managing customer interaction, provides companies with the information and tools they need to effectively manage customer relationships through the phone, Web, chat, email and fax. eConvergent’s BSP approach enables companies to purchase results, not technology. The company can be reached at (925) 931-2500, 1-888-CRM-FAST, info@econvergent.com or on the Web at http://www.econvergent.com . eConvergent, CRMS, Converge, eCIOS and eMerge are trademarks of eConvergent, Inc. Other company and product names used in this publication are for identification purposes only and may be trademarks of their respective companies. *Patent pending. Editorial Contact: Tish Wagner Bairey & Bedford PR 770-725-0585 tish@b2pr.com top of page |
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