[October 2, 2001]

Pivotal Ships Upgrade To Its CRM Service Solution

Pivotal Corporation announced a major upgrade to Pivotal Service, an interactive, personalized customer service suite featuring the latest contact center and self-service capabilities.

Pivotal Service is designed to help companies increase revenue, reduce costs, and improve service consistency across the organization. The new suite, which includes Pivotal Contact Center and Pivotal Self-Service, provides call center workers and service professionals with all of the tools and information they need to provide exceptional customer service over the phone and Internet.

"Cost-effective customer service is a top business priority for companies across all industries as they strive to compete in a volatile economy," said Kirk Herrington, CTO and executive vice president, product development, Pivotal. "Other CRM providers are delivering solutions that are colossal, expensive, and time-consuming to implement -- they are out of touch with the cost constraints most companies face today. Pivotal has taken the initiative to develop customer-focused technologies that are matched with today's business needs. Pivotal Service integrates seamlessly with Pivotal's broad range of CRM, e-business and communication management capabilities to deliver immediate business advantages for companies that are committed to raising the bar for customer service."

Pivotal Contact Center is a multi-channel customer service solution that enables call center agents to easily resolve service requests, deliver consistent service, minimize service costs, up-sell and cross-sell using intuitive, personalized service portals. The solution empowers service professionals with the latest e-business, CRM and interaction management technologies to efficiently capture, track, manage, escalate, and resolve customer service or support requests -- and to identify new sales opportunities. The Pivotal solution supports all email, fax, phone and Web chat communications to serve customers anytime, anywhere.

Pivotal Self-Service features interactive, self-service capabilities that intelligently guide customers through their service and support inquiries. Customers can easily resolve their problems and questions, access account and service history, interact with call center agents in real-time and receive assisted service through a personalized portal. As a result, companies can significantly reduce the cost of service by reducing the demand on their call center.

Unlike alternative solutions, Pivotal Service features integrated, end-to-end reporting capabilities. Leveraging the suite, call center and service managers gain access to extensive data analysis, empowering professionals with key knowledge and insight to make better business decisions. The suite provides a complete view of the full scope of an incident over time and gives a rich history for detailed service utilization review and analysis. Customer service professionals can leverage this information to improve forecasting, resource scheduling and service processes.

Pivotal Service offers companies the opportunity to save money by moving some customer service activities to the Internet. Wind 2 Software, based in Fort Collins, Colorado, has received industry acclaim for the superior customer service levels the company has achieved using Pivotal Self-Service. The company can now quickly and easily escalate customer service requests to the right individual in the organization -- to ensure that each request is dealt with intelligently and efficiently. As a result, the company has reduced service costs, increased customer response time, and improved customer satisfaction.

According to Dave Marvin president and CEO, Wind 2, "Our customer service standards are world class -- so Pivotal was the right technology partner for us to work with. Using Pivotal Self-Service, we have reduced the number of active support requests awaiting response by 66 percent; increased billable revenue from credit cards by 25 percent; and enabled instant responses to sales leads that come in over the Internet."

As an alternative to the traditional call center, Pivotal Service offers companies the option of transitioning to a virtual call center model. Companies can put Pivotal technology in the hands of call center agents who work from home -- and allow these agents to provide the same exceptional level of service they would in a traditional call center environment. This allows companies to reduce the cost of providing first-rate customer service while tapping into a labor force that prefers the convenience of working from home.

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