Companies promote benefits of linking customer interaction management with CRM
Bellevue, WA — June 2, 2004 — Onyx Software Corp., a customer relationship management (CRM) solutions provider, and Concerto Software Inc., a provider of contact center solutions, announced they have entered into a joint marketing agreement to promote customer interaction management (CIM) and CRM.
According to Onyx, its Contact Center combines multi-channel service and support capabilities such as issue tracking, product/service relationship mapping, cross-sell/up-sell, e-mail management and Web self-help, along with business process automation and call scripting capabilities.
Concerto Software's EnsemblePro is a multi-channel contact center solution that the company said is designed to incorporate such multimedia functionality as ACD, predictive dialing, IVR, e-mail, Web chat and collaboration, universal queuing, recording, and reporting.
"For more than a decade, we've approached CRM with the same philosophy — great products backed by great service to deliver real business value to our customers," said Ben Kiker, senior vice president, embedded and chief marketing officer, Onyx Software. "For more than 20 years, Concerto Software has approached the contact center with the same philosophy. We're excited to partner with them to offer customers a more complete contact center solution that can positively impact a company's top and bottom line while strengthening customer relationships with every interaction."
The companies said the combined solution is designed so that users can access CRM data while interacting with customers across all communication channels. In addition, it enables companies to use real-time customer information, business rules and agent skill sets to route interactions to the most appropriate agent.
"The overarching goal of this alliance is to present a combined contact center solution that helps companies reduce the complexity of delivering multi-channel customer service and increase agent productivity, with the ultimate goal of improving the customer experience," said Ralph Breslauer, executive vice president of sales and marketing for Concerto Software.