As part of the E.piphany E.6 CRM suite, the E.piphany Service 6.0 product lines include applications for both high-volume contact centres and case-based customer support environments. It also provides modules for e-mail response, Web self-service, computer telephony integration, knowledge management, intelligent scripting, and real-time marketing.
The release is designed to address many of the problems inherent in traditional call centres, such as automating incoming inquiries instead of providing high-value customer communications, said Roger Siboni, chief executive officer of E.piphany. In addition, legacy call centres have created silos of data that prohibit the sharing of customer information between systems.
The latest module will allow customer service agents to solve service issues quickly, while boosting customer relationships through personalised service via access to enterprise-wide customer data.
The latest module of E.piphany's J2EE platform does not require adherence to a predefined view of the customer, Siboni said. That requires every instance of customer data throughout the enterprise to be rewritten or recoded against that rigid data model, he added.
Although the offering is well-suited to organisations such as banks, E.piphany is likely to find stiff competition in verticals more concerned with billing, returns processes, and field dispatch. Enterprise application vendors such as Oracle and SAP are aggressively marketing to these verticals, playing on ease of integration to back-office systems.