Collaboration Leverages Multi-Channel Routing and Single View of the Customer
For Effective Contact Center Interactions
SAN MATEO, Calif. and SAN FRANCISCO, June 12 /PRNewswire-FirstCall/ --
E.piphany, Inc. (Nasdaq: EPNY), a provider of Smart CRM(TM) 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.6(TM) customer
service applications and Genesys Suite 6 contact center solutions. Leveraging
Genesys' industry leading Universal Queue2 routing capabilities and E.piphany
Smart CRM(TM) 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(TM) 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."
About E.piphany
E.piphany provides Smart CRM(TM) solutions for the largest global
enterprises. The company's integrated CRM suite, E.piphany E.6(TM), 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.
About Genesys
Genesys Telecommunications Laboratories, Inc., a wholly owned subsidiary
of Alcatel, 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 http://www.genesyslab.com for more information.
SOURCE E.piphany, Inc.
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Related links:
http://www.epiphany.com
CONTACT:
press, Kim Stocks of E.piphany, Inc.,
+1-650-356-5863, or kstocks@epiphany.com; or Stacey McCarthy of
Blanc & Otus, +1-415-856-5116, or smccarthy@bando.com, for
E.piphany, Inc.; or investor relations, Todd Friedman of
E.piphany, Inc., +1-650-356-3934, or tfriedman@epiphany.com; or
press, Dana Dye of Genesys Telecommunications Laboratories, Inc.,
+1-415-437-1078, or danadye@genesyslab.com; or Nina Minney of
Horn Group, Inc., +1-415-905-4027, or nminney@horngroup.com, for
Genesys Telecommunications Laboratories, Inc.
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