Editors Choice Awards Given To Call Center Products
From Chordiant, IMA, Intecom And Paragren
The editors of Telemarketingï¿½ & Call Center Solutions have
given an Editors Choice Award to Chordiant
Software, Inc. for its Customer Communications Solution (CCS) 1.4. Chordiant CCS 1.4
is designed to provide customers real-time, personalized one-to-one customer service by
allowing a business to tailor each response to fit the customers specific product
interest, and follow the companys policies and procedures.
Chordiant CCS supports multiple customer interactions through a single system. Each
application includes the knowledge and capabilities to provide consistent customer
interactions, proactive processes and a controlled management environment.
The Customer Service Representative (CSR) application is designed to empower agents to
handle requests in all areas of a business. The CSR can operate in a multimedia
environment, perform inbound or outbound telephone calls, and answer e-mail, fax or Web
inquiries. The desktop application provides personal interaction by accessing enterprise
workflow such as customer and product script, business processes and visual prompts that
guide the CSR through business processes or cross-selling opportunities.
Business Management and Operational Management applications manage activities in the call
centers design and operation. These include workflow control of specific business
processes and resource management capabilities such as role and task assignment,
bottleneck identification and correction, and call escalation. Chordiant CCS is designed
to dynamically respond to variations in service levels. Service levels can be set so that
an enterprise business center can be created that is capable of serving multiple business
units and removing customer barriers.
Self Service extends the application to operate on a consumers desktop with its own
user interfaces while maintaining customer profiles, business policies and processes used
in the call center. Through either NT or an enterpriseclass JavaBeans platform, the
application provides callers with access to all major business functions that allow them
to manage their relationship with the customers company, performing activities as
basic as modifying their name and address file, or as sophisticated as arranging stock
transfers or ordering products with complex pre-requisites. Using CCS, these activities
may be performed via any electronic medium: telephone, e-mail, Web or fax. For more
information, contact David Radoff at 650-493-2506, ext. 191 or see www.chordiant.com
AdvantEDGEï¿½ From IMA
IMAs AdvantEDGE version 1.5, a
software suite designed to provide the functionality and rapid deployment characteristics
of packaged call center applications while providing the CTI-enabled development
environment of IMAs EDGEï¿½ Software, has been given a Telemarketingï¿½ & Call
Center Solutions Editors Choice Award.
Version 1.5 includes Account Management, Customer Service and Support, Telesales, and
Event and Seminar Management modules so that a call center may serve as a
communications center for customer interaction in the enterprise using this
technology-enabled relationship manage-ment (TERM) software. TERM application suites are
designed to give an enterprise an integrated view of prospects and customers across field
sales, telesales, telemarketing, marketing, and customer service and support.
AdvantEDGE comes bundled with EDGE and integrates with EDGEs configurable call
center software development platform, and can be used for creating front-office
applications used in sales, marketing and customer service. AdvantEDGE users receive a
broad set of pre-built functions for account management, customer service and support,
telesales, and event and seminar management. These applications have been built entirely
on the highly configurable EDGE integrated development environment. Users are free to
modify or create additional modules using the bundled EDGE integrated development
AdvantEDGE applications provide a presentation layer with a common user interface in
combination with bottomup connectivity to EDGEs voice and data integration feature
set to give users popular packaged applications that are also flexible, highly
customizable and integrate seamlessly with diverse telephony devices and legacy systems.
This approach allows companies to build integrated, CTI-enabled call center applications
for customer interaction that matches the organizations needs, business processes
and technology architecture.
AdvantEDGE uses a hub-andspoke design for seamlessly integrating key telephony features
with diverse application functionality while providing access to historical data from host
systems, delivering to agents the critical information needed for effective customer
service. Agents using AdvantEDGE can conduct unscripted free-form conversations, quickly
changing from the hub screen to the appropriate sales, marketing or support module to best
service the caller. A customer calling in with a service request can have that case
created and entered, have their account data updated with a new telephone number, and be
offered and then purchase a specific product, all without requiring the
agent to follow a script or exit the application.
However, when a scripted format is needed, EDGEs scripting tool is readily available
for quick campaign script creation and modification. For more information, contact Bob
Ventresca at 203-925-6878 or see www.ima-inc.com
CallWise From Intecom
The editors of Telemarketingï¿½ & Call Center Solutions have
given the CallWise call center solution from Intecom
an Editors Choice Award. CallWise is designed to provide virtually unlimited call
capacity, comprehensive reports, caller wait-time alerts, single point of control for
multiple locations, skills-based routing, screen synchronization, agent-at-home, call
blending and video call centers. CallWise performs dynamic, realtime analysis of traffic
load, average call length, etc., and then makes the necessary adjustments to keep a call
centers workflow running smoothly. It is designed to ensure that fewer calls are
abandoned, agents handle calls more quickly and stay better informed. Supervisors have
more time to assist agents and manage resources. And CallWise offers skills-based routing
to make sure your customers get the best help available, whether the appropriate agent is
located in-house or at a distributed call center that may be located thousands of miles
CallWises array of CTI-rich features allow the user to mine a call center for
valuable information to create detailed reports; manage customer expectations with caller
wait-time notification; use screen synchronization to give agents instant access to caller
information and create cross-selling opportunities; implement call blending so agents can
tackle both inbound and outbound calls quickly and efficiently; or create an
enterprisewide network that makes it easy for other departments to share information.
CallWise is based on Intecoms flexible Intecom E platform. The open architecture of
Intecom E is designed to allow the integration of applications like voice mail, integrated
voice response, customer databases, workforce management systems and more.
The Intecom E also allows users to take advantage of one or more of its many powerful
applications to extend an enterprises resources. For example, EyeSite can be used to
create video call centers linked to remote video kiosks. SiteSpan can be used to
seamlessly integrate multiple call centers and work-at-home agents into one operation with
a single point of control. The system remains 100 percent transparent so remote agents use
the same features and procedures as those in the main office.
For more information, contact Stephanie Leonard at 972-855-8155 or see www.intecom.com
Technologies, an APAC TeleServices Company, has been presented an Editors Choice
Award by the editors of Telemarketingï¿½ & Call Center Solutions for its
One-By-One suite of marketing software applications. The One-By-One suite of products is
designed to transform information in corporate data warehouses to support
customer-centric, one-to-one marketing. In addition, Paragren offers a market intelligence
system that provides demographic, usage, attitudinal and competitive contact information
for the telecommunications and financial services industries.
One-By-One enables corporate marketing professionals to perform online exploratory
analysis, descriptive and predictive modeling, promotional planning, detailed customer
segmentation, and campaign execution and evaluation. By analyzing market, customer and
financial data on a realtime basis, One-By-One helps marketers bring strategic insights
into their marketing plans and make immediate, tactical decisions in response to rapidly
changing business environments. Paragrens products can also be used
for internal reporting systems to analyze the financial performance of individual
employees, branches, products or businesses.
One-By-One is an integrated suite of applications that supports an open architecture and
platform independence, and also leverages existing investments in data warehouse, OLAP
tools and data-mining products. All One-By-One applications are powered by the One-By-One
Engine, a transformation engine that retrieves data from multiple sources
simultaneously and performs rapid extractions and aggregations.
One-By-One consists of three applications: Data Discoverer, Campaign Manager and
Interactive Marketer. Data Discoverer is used to identify customers through exploration,
analysis and integrated data mining. It migrates expertly developed models into the data
warehouse to promote enterprisewide use. It provides flexible data extraction from the
RDBMS including random select and every Nth. It automatically outputs data to OLAP,
statistical and data-mining tools for segmentation and scoring. It also has a Wizard
interface for migrating models and scores back to the RDBMS and One-By-One metadata.
Campaign Manager uses relational metadata structures to dynamically create segmentation
strategies via wizards for any field in an RDBMS, whether real or derived. Its built-in
optimization allocates offers across target groups. It can quickly re-prioritize target
groups without launching a new query and also capture campaign costs and assumptions to
support post-campaign profitability reporting.
Interactive Marketer is one-toone marketing software for real-time, individualized
marketing. Interactive Marketer is designed to deliver interactive sales scripts driven by
behavioral or demographic attributes. It is integrated with APAC call center technology.
For more information, contact Daniel Lackner at 703-295-9148 or see www.paragren.com