Cisco, E.piphany merge contact center offerings

Cisco Systems and E.piphany Inc. announced Tuesday that they are joining forces and bundling a variety of their software products in an effort to make customer contact centers smarter.

A package combining Cisco's customer contact software platform and E.piphany's E.5 suite of Web-based customer relationship management (CRM) applications is available immediately, the companies said. E.piphany's customer intelligence platform will be added in December, the companies said in a news release.

The combined software package is designed to help traditional customer call and support centers -- which are increasingly incorporating networking technology based on IP (Internet Protocol) -- become more intelligent. The new package offers enterprise-wide network routing that is optimized for support centers, and offers customer contact operators real-time access to customer data, allowing for better service, according to E.piphany.

Cisco and E.piphany have partnered with KPMG Consulting Inc. and Hewlett-Packard Co. to provide management consulting and deployment services around the combined product, E.piphany said.

Financial details of the agreement were not disclosed. The name of the software package and pricing was not immediately available.

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