[July 28, 2003]

Cintech Solutions Releases CINPHONY Email Application

Cintech Solutions developer of interaction management software solutions for mid- to small-size contact centers, announced the general availability of its new CINPHONY Email application. CINPHONY Email applies the principles of ACD, or voice call management, to an enterprise’s incoming e-mail contacts. With CINPHONY Email in place, a contact center can intelligently queue, send text announcements and distribute e-mails to agents.

The new solution also provides real-time status displays and reporting to help companies manage this facet of the contact center. CINPHONY Email can be used in tandem with Cintech’s ACD for Norstar portfolio -- CINPHONY, PRELUDE and MINUET -- or any other ACD solution. CINPHONY Email is built on Cintech’s NetVIA technology, that handles e-mail as well as voice and Web interactions. It is available in 3-, 6-, 9- and 15-agent license packages. Each package includes one supervisory license for administration, reporting, and status display.

“CINPHONY Email is designed to help mid- and small-size contact centers manage their e-mail without disruption to their voice call center,” said Troy Gross, vice president of marketing and business development. ”We have thousands of customers using our CINPHONY, PRELUDE and MINUET ACD for Norstar solutions, many of them struggling with a growing volume of e-mail. And of course this challenge is not limited to the Cintech ACD/Norstar environment. Most customers will be able to implement CINPHONY Email within hours, and will immediately realize the same benefits as in their voice call center -- typically higher productivity, improved customer service and higher revenues and/or reduced costs.”

Steve Baker, president and CEO of SMaRT Technology Services, Inc., a consulting and services firm based in Chicago, explains the strategic value of CINPHONY Email as he grows his company’s service capabilities: “CINPHONY Email will expand our ability to respond to customers without adding significant resources. Many service calls and inquiries to our call centers are repetitive in nature. By directing customers to the web to complete e-mail forms, we can send automatic responses that address known issues, and intelligently route e-mails when assistance or follow-up is needed. We can also track and monitor the e-mail activity and provide comprehensive feedback to our clients. Ultimately, we expect to respond to more customers with fewer people and to reduce call volumes, while providing improved service.”

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