Cisco and E.piphany merge contact centre products

Cisco Systems and E.piphany are joining forces and bundling a variety of their software products in an effort to make customer...

Cisco Systems and E.piphany are joining forces and bundling a variety of their software products in an effort to make customer contact centres smarter.

A package combining Cisco's customer contact software platform and E.piphany's E.5 suite of Web-based customer relationship management (CRM) applications is now available, according to both companies. E.piphany's customer intelligence platform will be added in December.

The combined software package is designed to help traditional customer call and support centres, which are increasingly incorporating networking technology based on Internet Protocol (IP). The new package offers enterprise-wide network routing that is optimised for support centres, and offers customer contact operators real-time access to customer data, allowing for better service, according to E.piphany.

Cisco and E.piphany have partnered with KPMG Consulting and Hewlett-Packard to provide management consulting and deployment services around the combined product, E.piphany said.

Financial details of the agreement were not disclosed. The name of the software package and pricing was not immediately available.

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