|Point, Quintus and Geotel Announce Call Center Offerings
Customer Interaction Suite From POINT
POINT Information Systems has announced the availability of TeamPOINT, an integrated
suite of product modules for managing customer interactions. The process-driven system is
designed to provide users with an integrated desktop application to capture and retain
information about customers, share it throughout the organization, and then focus the
strategic use of this information.
The TeamPOINT Product Suite consists of four major product modules: MarketPOINT,
SalesPOINT, CarePOINT and CenterPOINT.
MarketPOINT allows those involved in the marketing process to plan, track, execute and
measure campaigns based on multiple segmentation of customers and prospects. Inbound and
outbound telemarketing features such as user-definable scripts can be customized and
combined with advanced CTI (computertelephony integration) functionality. MarketPOINT also
includes CenterPOINT, campaign management, market analysis, direct mail, lead management,
marketing encyclopedia, installed base management and escalation management capabilities.
SalesPOINT supports sales agents in a telesales and field sales environment. SalesPOINT is
designed to track all relevant sales information and proactively guide the sales agent in
the selling process to close the companys sales opportunity. SalesPOINT includes
CenterPOINT, opportunity management, proposal management, product configuration, order
management, sales forecasting, installed base management, escalation management and team
CarePOINT is designed to help customer support and service personnel improve customer
satisfaction levels and establish longterm customer relationships. It completes the
customer relationship cycle by linking the support, service, engineering and quality
control departments with the sales, marketing and administrative departments across the
enterprise. CarePOINT includes CenterPOINT, call tracking and case management, customer
service management, contract management, problem resolution, quality management, and
installed base and escalation management for customer care. CenterPOINT represents the
base functionality included with every system. It includes account and contact management,
comprehensive activity tracking and reporting, streamlined correspondence and literature
fulfillment, and support for workflow and script execution across all modules.
POINT also provides several POINT Plus Add Ons, such as telephony and fax integration,
additional language support, desktop integration, remote access and Internet integration,
and also provides POINT Tool Sets to allow system customization.
For more information, contact Erik Haagensen at 770-551-1963 or see www.pointinfo.com.
Circle No. 592 on Reader Service Card
Quintus Announces CustomerQ 3.3
Quintus ï¿½ Corporation has announced the availability of CustomerQ ï¿½ 3.3, the newest
release of its call center and help desk solution. CustomerQ 3.3 now includes one
integrated design tool for both CustomerQ and WebQ TM products.
The single design tool enables application designers to generate both desktop and
Web-based layouts at the same time. The key to the integrated environment is Quintus
Design Tool, designed to make CustomerQ applications easy to customize and maintain. The
Quintus Design Tool includes a rich, Visual Basic for Applicationscompatible scripting
language (QScript) that Continued from page 16 allows for straightforward implementation
of complex business rules and custom integration. CustomerQ 3.3 is designed so it can be
deployed within 30 to 40 days after contract signing.
CustomerQ 3.3 further reduces development and deployment costs by now embedding
Quintus ad hoc Rapid ReportWriter as a tool to allow individual users to quickly
design and run on-the-fly custom reports. Designed by Quintus as an integral
part of the CustomerQ application, Rapid ReportWriter is fully integrated with all
CustomerQ modules to deliver powerful reporting capabilities. Rapid ReportWriter
facilitates reduction in the cumbersome process of purchasing, installing, integrating and
training each individual user on thirdparty reporting products. This also removes the
requirement of providing internal resources to support users reporting needs, which
commonly require an extensive understanding of the third-party software, data models and
underlying logic. CustomerQ 3.3 also adds a Return Materials Authorization (RMA) module to
its suite of applications. The RMA module manages the complexities of product warranties
and product returns, both internally and to thirdparty service centers. The new module
also includes repair-status tracking and manages service center inventories. RMA is one of
several built-in and fully integrated application modules that are included as part of
CustomerQ. Other modules include Call Entry, Call Management, Customer Management,
Contract Management, Product Management, Defect Management, Change and Asset Management.
Additional features in the 3.3 upgrade of CustomerQ include: integration of ServiceWare
KnowledgePaks, delivering an immediate knowledge base of a wide variety of technologies;
an integrated HTML browser allowing users to access internal and external HTML documents,
via pre-scripted paths, to quickly obtain solutions to customer problems; resizable
screens providing the flexibility to accommodate various desktop and portablesize
monitors; dynamic updating of client software, further reducing administration and support
costs, as well as reducing the time to deploy ongoing changes; server-side integration
using the Rule Server, which is accessible through simple RPC C interface or
HTTP. The Rule Server is written in high-level QScripts (VBA-compatible language).
CustomerQ has been designed to support more than 2,000 simultaneous, enterprisewide users.
For more information, call 800337-8941 or seewww.quintus.com. Circle No. 593 on Reader
Enterprise CTI FromGeoTel
GeoTel Communications Corporation has announced that its enter-priselevel
computer-telephony inte-gration (CTI) capabilities provide companies with a method of
leveraging their corporate data to enrich the agent desktop environment. GeoTels
Intelligent CallRouter ï¿½ (ICR) is designed to provide CTI-rich data (enterprise-level
call-event and cus-tomerprofile information collected from various telecom environments,
including networks, automatic call distributors (ACDs), interactive voice response units
(IVRs) and workstations) to desktop and server applications for use in triggering
integrated desktop telephony applications including screen pops and wrap-up screens.
Data collected include specific elements such as dialed number, calling line ID and
callerentered digits (CEDs), as well as information extracted from external databases or
created as a result of call routing, voice processing and agent transactions. In a direct
desktop application environment, callevent information is delivered to the targeted
desktop where and when the call is delivered. The systems thirdparty call control
features allow agents and integrated desktop applications to perform tasks like trans-fer,
conference and divert within an enterprise framework. These capabilities are designed to
link the elements in a virtual call center to permit broad-based information sharing,
comprehensive end-to-end reporting and the full utilization of corporate data in support
of business rules and objectives.
The ICR uses CTI and MIS links within its Peripheral Gateway (PG) technology to gather
information on callers. Agent, call and customer data are delivered to a server or
workstation application as events occur during the life of a call. For example, pre-route
indications identify a caller and provide associated attributes to applications while the
call is still in the public or private network, before the caller is connected to an agent
or IVR resource. Additionally, call events are provided throughout all stages of the call
flow, from the moment a call arrives at an answering location (ACD/ PBX/IVR) until the
caller hangs up.
GeoTels enterprise CTI approach is designed to ensure that: accurate, enterprisewide
call center and customer information is uniformly delivered to the desktop through
multisite screen pops, screen transfers, screen conferencing and screen monitoring;
wrap-up data from anywhere in the enterprise can be seamlessly entered at the termination
of a call from a client workstation; agent-toagent transfer of call-detail infor-mation is
available in a unified form across all sites and types of call center equipment including
ACDs, agent systems, voice systems and multiple public telephone networks; and
interoperability with open, standardized telephony applications is maintained.
For more information, contact Nancy Pieretti at 508-275-5149 or e-mail email@example.com.