- 21 November 2003 17:16
E.piphany and Concerto Software Form Alliance to Provide Complete Telesales Solution
Combined Solution Will Help Telesales Organisations Increase Success Rates and Improve Contact Centre Productivity While Maintaining Compliance with Federal Regulations
SAN MATEO, Calif. and WESTFORD, Mass., Nov. 19 2003…E.piphany, Inc. (Nasdaq: EPNY), a full-suite provider of customer relationship management (CRM) solutions, and Concerto Software, Inc. (Nasdaq: CRTO), a proven provider of customer interaction management (CIM) solutions, today announced a marketing alliance to offer telesales organisations a complete solution for increasing the productivity and effectiveness of outbound telesales campaigns and maintaining compliance with federal regulations.
Customers who license the E.piphany® TeleSales software solution and Concerto Software's Unison® or EnsemblePro solution will enable their telesales organisations to better coordinate and execute marketing campaigns and outbound call queues with customer profile and order management processes.
By equipping telesales agents with the most accurate, up-to-date call lists and appropriate, highly-targeted offers, the E.piphany TeleSales software solution increases the effectiveness of outbound customer interactions.
"The E.piphany TeleSales solution enables agents to make the most of the time they spend interacting with customers, increasing the probability of closing sales and improving overall customer loyalty," said Ellen Olson, senior vice president of Worldwide Marketing at E.piphany. "The combination of the E.piphany TeleSales solution with Concerto Software's industry-leading customer interaction solutions will provide joint customers with an unbeatable solution for maximising their outbound calling campaigns."
The E.piphany TeleSales software solution provides telesales agents with real-time access to all of the contact, product and promotional information required to effectively close sales over the phone. The E.piphany TeleSales solution combines customer data from enterprise systems with operational sales activities by merging the functionality of the E.piphany Campaign Management software application with an E.piphany Sales desktop designed for high-volume outbound telesales agents.
Customers that integrate the E.piphany TeleSales software solution with Concerto Software's technology will be able to execute a high-volume of outbound calls, while simultaneously ensuring compliance with the latest regulatory requirements.
"With the telesales industry under scrutiny now more than ever, we believe it is our duty to provide our customers with the knowledge and technology solutions that will best prepare them to comply with the new and emerging regulations impacting their businesses," said Ralph Breslauer, executive vice president, sales and marketing for Concerto Software. "Our solutions can help automate many proactive customer contact activities, as well as to simplify the reporting necessary to demonstrate regulatory compliance. Telesales organisations that leverage the broad functionality which Concerto Software and E.piphany bring together will see how technology can help them implement strategic, effective campaigns and succeed within the boundaries of the new laws."
Concerto Software's Unison® solution is designed for businesses that undertake extensive telemarketing, proactive customer contact, and collections campaigns. EnsemblePro is a unified contact centre solution that has been built from the ground up to incorporate the functionality required by multimedia contact centres -- including automatic call distribution (ACD); IVR; predictive dialing; Web chat and collaboration; and universal queuing, recording, reporting and administration -- while also offering the ability to connect with, and add value to, existing contact centre point solutions. Both Unison and EnsemblePro contain all of the tools necessary to maximise agent productivity and enhance the quality of each customer contact.
About Concerto Software Concerto Software, Inc. is a proven and reliable provider of contact centre solutions that help companies better manage customer interactions via voice, email, the Web and fax. With multiple strengths -- including financial stability, talented people, innovative technology, more than 20 years of industry expertise and a singular focus on the contact centre -- Concerto Software is a trusted partner to more than 1,200 companies across the globe. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe, Australia and Asia. For more information, visit www.concerto.com.
About E.piphany The E.piphany® E.6 CRM software suite enables global organisations to align touchpoints, processes and technologies around the customer. Built on the industry's most advanced, service-oriented architecture, the E.piphany 6.5 software solution creates benefits that cross departments and geographies, and result in rapid, measurable ROI. With the E.piphany 6.5 suite of Marketing, Sales and Service software solutions, every customer interaction is driven by real-time intelligence, enabling businesses to better understand their customers and optimise every interaction from both a revenue generation and customer retention viewpoint. More than 460 companies, including nearly 40 of the Fortune 100, use E.piphany software products to enhance their customers' experiences while, at the same time, realising the companies' business objectives. With worldwide headquarters in San Mateo, California, E.piphany serves customers in more than 40 countries worldwide. For more information, visit us at www.epiphany.com.