Communications Data Services Increases Call Center Revenues with E.piphany
Interaction Advisor Drives $3.5M in Incremental Sales
SAN MATEO, Calif. – September 13, 2004 – E.piphany Inc. (Nasdaq: EPNY), a leading provider of customer relationship management (CRM) solutions for consumer-oriented businesses, today announced that Communications Data Services, Inc. (CDS) has realized significant return on investment through use of E.piphany® CRM solutions. Using E.piphany Interaction Advisor in its call centers allows CDS service agents to deliver highly targeted cross-sell, up-sell and loyalty offers after handling customer service requests. The program has generated $3.5 million in incremental CDS client sales since its inception.
CDS, a wholly owned subsidiary of the Hearst Corporation, is an international data management company that provides outsourcing and fulfillment services to publishers and direct marketers. Looking to provide its clients with a level of service that its competitors could not match, CDS has focused on turning its inbound call centers into proactive selling machines.
“Our clients told us they wanted us to increase revenue in our call centers. That eventually led us to E.piphany Interaction Advisor, which has helped us succeed very rapidly,” said Marc Francisco, product manager, information services technology group, CDS. “From our perspective, we wanted to do something that would fit hand-in-hand with our current call center technology and legacy applications, and not have to replace our existing systems in order to implement this particular solution.”
Each year CDS’s 400 service agents manage millions of incoming customer calls across seven call centers in the U.S. and Canada. With E.piphany, CDS is able to take advantage of these customer interactions to drive incremental revenue, improve customer value, and help offset clients’ customer service expenses. E.piphany Interaction Advisor, which is integrated into CDS’s legacy call center applications, instantly determines and displays the best offer to extend to each customer based on the customer’s profile and the context of the current call.
CDS is seeing considerable benefits with this solution, with more than 2.5 million offers presented to customers and an overall average acceptance rate of 7.9%. So far the program has generated $3.5 million in incremental sales. “That’s the bottom line for our clients,” says Francisco. “They want to know how much revenue this call center generates for them every day.”
“By augmenting their existing call center investment with E.piphany Interaction Advisor, CDS has an enhanced solution that is driving incremental new revenue for their clients and themselves,” said Karen Richardson, CEO, E.piphany. “Turning CDS’s call centers into profit centers is a great example of how E.piphany optimizes customer interactions to improve profitability for the largest consumer-oriented businesses worldwide.”
About CDS
Communications Data Services (CDS), a wholly owned subsidiary of the Hearst Corporation, is an international data management company that provides outsourcing and fulfillment services to publishers and direct marketers. In business since 1972, CDS boasts a multitude of leading national publications as clients including Architectural Digest, Better Homes and Gardens, Bon Appetit, Glamour, GQ, Vogue, Wired, National Geographic and Library of America.
About E.piphany
E.piphany® provides CRM software solutions that increase profitability at the largest consumer-oriented companies by making every customer interaction intelligent. With over 475 customers – including nearly 35 percent of the Fortune 100 – E.piphany powers deep customer insights and optimizes each relationship from both a revenue generation and customer retention viewpoint. Built on the industry`s most advanced, service-oriented architecture, E.piphany software solutions address problems that span business silos, departmental functions and geographic locations, and result in rapid, measurable ROI. With a suite of blended marketing, sales and service solutions, E.piphany enables global organizations to align touchpoints, processes and technologies around the most valuable enterprise asset – the customer. With worldwide headquarters in San Mateo, CA, E.piphany serves customers in more than 40 countries worldwide. For more information please visit www.epiphany.com
Safe Harbor Statement
This press release contains forward-looking statements relating to future results that may be achieved by customers using the E.piphany E.6 software product and future sales opportunities. Actual results could differ materially from such forward-looking statements. Factors that could cause actual results to differ materially from the forward-looking statements include customers` individual purchasing decisions, competition and the introduction of new products and services by competitors, our ability to hire and retain qualified personnel, and general economic conditions. These factors and others are described in more detail in E.piphany’s public reports filed with the Securities and Exchange Commission, such as those discussed in the "Risk Factors" section included in the E.piphany’s Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and in the E.piphany’s prior press releases. E.piphany assumes no duty to update any statements made in this press release.
E.piphany, the E.piphany logo and E.6 are registered trademarks of E.piphany, Inc in the United States and other jurisdictions. All other trademarks are the property of their respective owners.
Media Contact:
Gordon Evans
650.356.3842
gevans@epiphany.com
Lindsay Stewart
Access Communications
415.844.6217
lstewart@accesspr.com
Back...
