Epiphany's latest apps gives call centres a boost

Customer relationship management software maker Epiphany is rolling out new analytical software to help companies become smarter...

Customer relationship management software maker Epiphany is rolling out new analytical software to help companies become smarter when dealing with their customers.

The supplier announced the Advisor line of applications, including two new products and vertical-specific bundles aimed at the communications and retail finance industries.

The software is geared toward large enterprises that deal extensively with end customers.

According to Epiphany, the Advisor Solutions can be overlaid on an existing CRM software installation to get maximum value from applications that are already in use. To make that possible, Epiphany is providing special value packs to deliver out-of-the-box integration with CRM software from Siebel Systems and PeopleSoft.

"Epiphany gives companies a new way to increase profitability and make customer interactions more intelligent, without having to rip and replace existing applications or replicate data across the enterprise," said Epiphany chief executive officer Karen Richardson.

The Advisor line includes the Advisor for Communications package, which is aimed at the telecommunications industry.

The software is designed to integrate various types of customer data and assist call centre employees with guided, automated processes. The suite includes Insight Advisor, which gives call centre employees a snapshot of the company's interactions with customers via a dashboard and helps them tailor service accordingly.

Interaction Advisor helps call centre employees recognise and exploit cross-sell and up-sell opportunities. A module called Lead Advisor consolidates relevant sales leads information and serves it up to appropriate personnel.

The Advisor software ships this week, with prices typically starting at $250,000 (£134,895).

Marc L Songini writes for Computerworld

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