San Jose and San Mateo, CA September 25, 2001 Networking firm Cisco Systems and customer relationship management (CRM) company E.piphany have formed a relationship to develop, market and sell contact center solutions. The solutions will combine E.piphany's real-time customer intelligence and CRM application capabilities with elements of the Cisco customer contact software platform for medium to large enterprises focused on using customer data to enrich routing decisions.
As part of this collaboration, the two companies are taking a phased technology integration approach. Solutions that are available today integrate E.piphany's E.5 platform with the various components of the Cisco customer contact software platform: the Cisco Intelligent Contact Management (ICM) software platform, the Cisco IP Contact Center (IPCC) solution, and the Cisco Collaboration Server (CCS). The next phase will include integration of E.piphany's real-time customer analytics platform with the Cisco ICM software platform, which is designed to deliver customer value-based routing based on E.piphany's real-time analysis of customer profiles and other data and Cisco's network routing capabilities. The two companies' aim is for the technologies to provide customers with a complete contact center solution with more intelligent network routing decisions and real-time customer analytics.
Cisco and E.piphany solutions are currently in use at Emerson. "Cisco and E.piphany recently teamed with us on our latest contact center initiative and helped create the customer service and Web collaboration solution that we had envisioned," said Charles Peters, senior executive vice president at Emerson. "Their newly formalized relationship is great news for Emerson and others whose customers expect nothing less than the latest service solutions."
"Cisco and E.piphany come to the table with strong complementary products and similar visions to pioneer the future of next-generation contact centers," said Roger Siboni, president and CEO of E.piphany. "We firmly believe that by aligning closely with Cisco, the leader in contact center and networking infrastructure technology, our customer interaction software will enrich the customer experience in contact centers around the world."