Collaboration Leverages Multi-Channel Routing and Single View of the Customer For Effective Contact Center Interactions
SAN MATEO, Calif. AND SAN FRANCISCO, Calif. – June 12, 2002 - E.piphany, Inc. (Nasdaq: EPNY), a provider of Smart CRM™ solutions, and Genesys Telecommunications Laboratories Inc., a wholly owned subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), today announced that E.piphany has joined the Genesys Interacts Partner Program. With support from Genesys, E.piphany will provide a pre-packaged integration between E.piphany E.6Ô customer service applications and Genesys Suite 6 contact center solutions. Leveraging Genesys’ industry leading Universal Queue2 routing capabilities and E.piphany Smart CRM™ software, the combined solution enables joint customers to intelligently route customer inquiries – whether phone, Web or email – along with relevant data directly to the agent desktop, leading to more knowledgeable and personalized customer interactions.
Together, E.piphany and Genesys will help drive meaningful customer conversations by delivering effective interaction routing and providing agents with a single view of the customer. And because transactional data and customer information are routed with customer inquiries of all media types, agents can provide consistent and informed answers for all customer interactions. The packaged integration will enable faster implementation and lower cost of ownership for joint customers deploying contact center solutions, as well as increase agent productivity and overall customer satisfaction.
“Our aggressively open architecture, which supports Java 2 Enterprise Edition (J2EE) and Web Services, simplifies interoperability between E.piphany’s Smart CRM™ software and existing contact center infrastructures and systems,” said Phil Fernandez, EVP of Products at E.piphany. “To meet market demand around contact center effectiveness and to address the challenge of easier system-to-system integration, we continue to form relationships with next-generation companies. Our global customers can leverage our relationship with Genesys to make contact center agents more effective by providing detailed insight into each customer and guiding interactions to resolution.”
“Companies today face the challenge of balancing multiple technologies to effectively support their business model. By equipping contact center agents with the information and ability to meet customer needs, companies will be able to improve customer satisfaction – a critical component to meeting revenue objectives,” said Nicolas de Kouchkovsky, senior vice president, Genesys. “Together, Genesys and E.piphany will enable our joint customers to maximize their CRM and contact center investments, resulting in greater customer loyalty and the profits those relationships bring.”
E.piphany provides Smart CRM™ solutions for the largest global enterprises. The company`s integrated CRM suite, E.piphany E.6™, is driven by real-time intelligence to enable global businesses to better understand their customers and take the optimal action to improve customer satisfaction, increase revenue and reduce costs. E.piphany`s Smart CRM system is built on the industry`s most advanced, Web-based, CRM platform, resulting in fast and easy deployment and adoption. Leading companies, including more than 35% of the Fortune 100, use E.piphany products to enhance their customers` experience, enable organizational effectiveness and drive value. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Asia Pacific, Europe, Japan and Latin America.
Genesys Telecommunications Laboratories, Inc., a wholly-owned subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), is the leading provider of customer contact center solutions for Collaborative CRM, a critical component of a complete CRM business strategy. Genesys` integrated suite of open, infrastructure-independent solutions manages customer interactions across all media types, networks, and applications. Genesys enables personalized, cost-effective customer service and delivers a foundation for enterprise-wide business processes that generate long-term, profitable customer relationships. Headquartered in San Francisco, Genesys has offices worldwide and maintains a global network of strategic partners, including Accenture, Alcatel, IBM and IBM Global Services, and Verizon. Visit www.genesyslab.com for more information.
Press contacts for E.piphany:
Kim Stocks, E.piphany
Stacey McCarthy, Blanc & Otus
Investor Relations contact:
Todd Friedman, E.piphany
Press contacts for Genesys:
Dana Dye, Genesys
Nina Minney, Horn Group Inc.