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ICL Selects Quintus' eContact Suite for Its Customer Service CentersFREMONT, Calif.--Sept. 12, 2000--Quintus Corporation (Nasdaq:QNTS), a provider of contact center solutions for e-customer relationship management (eCRM), today announced that ICL, a London-based e-Business services company, has chosen the Quintus eContact Suite(TM) for its outsourced call centers across Europe. ICL will use the eContact Suite to transition its outsourced call centers into multi-media contact centers to improve customer service and drive down costs.``ICL provides helpdesk services to a variety of clients, from large corporations needing IT support to organizations who require support for consumers who use their Internet services,'' commented William Fisher head of ICL's Global Infrastructure Operations. ``Central to our success as an e-support provider is being able to offer our customers excellent service in the way they want, where they want, and when they want. The Quintus eContact Suite offers us a best-in-class solution for the coordination and consistent management of voice, email and Web interactions.'' Quintus' eContact Suite will enable ICL to effectively manage and route customer interactions through a wide variety of media, including email, Web, fax and voice. The Quintus eContact Suite records and stores details of each customer interaction in one customer data repository so that agents have one ``view'' of each customer, making it easier to provide personalized service based on the customer's actual contact history. Web-based services will be delivered through Quintus' eContact Web to provide self-help systems, automated email response, real-time Web chat and collaborative browsing. ``ICL has been quick to recognize that delivering customer service over the Internet is the next logical step in customer relationship management and is fundamental to the future success of service centers,'' said Roger Nunn, Quintus senior vice president of international sales. ``By Web-enabling its outsourced service centers with the eContact Suite, ICL can support customers across any communications channel.'' About ICL ICL is one of Europe's leading IT and e-Business services companies and employs more than 21,000 people in over 40 countries. It designs, builds and operates e-Business solutions for customers in the financial services, telecoms, retail, government, utilities and travel markets. ICL's e-Business services portfolio is focused on the transformation of its customers' businesses. It offers an end-to-end service capability -- from new media design, consultancy and systems implementation through to managed e-Infrastructure services that underpin the 'mission-critical' requirements of today's businesses. For the year ended 31 March 2000, the company's revenues were (pound)2,774.6 million and its profit before tax was (pound)96.1 million. Headquartered in London, ICL is wholly owned by Fujitsu of Japan. ICL's website: www.icl.com About Quintus Quintus Corporation (Nasdaq:QNTS) provides a comprehensive electronic customer relationship management (eCRM) solution to manage customer interactions, such as customer orders, inquiries and service requests, and deliver consistent customer service across multiple communication channels, including the Internet, email and telephone. The Quintus eContact software suite includes applications that address the needs of customer service representatives and agents in sales and service, consumer relations, technical support and human resources centers, and a routing engine to manage customer interactions. Quintus eContact enables companies to handle high volumes of customer interactions and leverage opportunities to sell additional products and services to their customers. For more information about Quintus, email info@quintus.com or access the World Wide Web at www.quintus.com. The statements contained in this press release that are not purely historical are forward-looking statements within the meaning of Section 21E of the Securities and Exchange Act of 1934, including statements regarding Quintus Corporation's expectations, beliefs, hopes, intentions or strategies regarding the future. Forward-looking statements include statements regarding future sales and product implementations. Quintus Corporation's actual results and the timing of certain events may differ significantly from the results discussed in the forward-looking statements. Note to Editors: Quintus eContact and eContact Web are trademarks and Quintus is a registered trademark of Quintus Corporation. All other product and company names mentioned are the property of their respective owners. Editorial Contact: Kate Jobling Access Public Relations 415/904-7070 dana.dye@quintus.com top of page |
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