AmVia - Voicematix in conjunction with CELLIT Technologies, the leading provider of comprehensive Customer Interaction Management (CIM) solutions, today released a paper outlining the critical role Customer Interaction plays in implementing a Customer Demand Strategy (CDS).
The paper, entitled "Customer Interaction for the Demand Generation," illustrates how comprehensive CIM solutions empower companies to effectively manage the demand chain; deliver personalised, consistent service based on real-time customer information and create profitable, lasting customer relationships with the Demand Generation - today`s empowered and informed consumers.
CELLIT explains that in order to be competitive in today`s markets, businesses must focus on meeting the needs of the Demand Generation by implementing a Customer Demand Strategy. CDS, powered by the seamless integration of CIM and CRM, enables businesses to provide a personalised, consistent customer experience across all interaction channels - voice, fax, email and the Web - and to obtain a single view of the customer across the enterprise.
"With the publication of this paper, CELLIT positions itself as a thought leader in the industry," said Ken Landoline, Vice President and Director of Telecom Research, Robert Frances Group. "Companies are spending a significant amount on the real-time analysis of customer information. This money is not wisely spent unless they are able to immediately act on the results of the analysis - a task nearly impossible to achieve with traditional systems. CELLIT is a leading industry force in the simplification of this process."
AmVia`s award-winning AllMedia Contact Centre offering - CCPro, empowers businesses to implement a successful Customer Demand Strategy and meet consumers` growing expectations to conduct business anytime, anywhere and through any medium.
CELLIT explains that a direct correlation exists between the level of intimacy and the cost of each customer interaction. CELLIT enables context-driven interactions through real-time analysis of customer information, use of customised business rules and dynamic provisioning to deliver the appropriate experience consistently across all communication channels.
"Analysts agree that the proliferation of the Internet and increasing consumer expectations are driving companies to refocus their strategies on identifying, acquiring, retaining and growing profitable customer relationships," said Alex Tellez, President and CEO of CELLIT. "Now, the key to success is leveraging what you know about your customers - such as their buying patterns, pending inquiries and credit status - to deliver the appropriate service levels consistently across all interaction channels, at all times. CELLIT`s Customer Interaction Management solution is the technology that makes this possible for the first time."
The white paper is freely available from AmVia, e-mail info@amvia.com with `Customer Demand` in the subject heading.
As from the 1st of November 2000, Buwa Technologies, Goaldata, TCT Messaging (New Zealand) and Voicematix fall under one banner - AmVia (Pty) LTD.
AmVia`s solution set involves three tiers namely: Unified Messaging (incorporating Enterprise Network Fax and Voice Messaging); AllMedia Contact Centres and Mobility Services (incorporating 1Number and Mobile Delivery Platform technology).
Including new-economy communications mediums such as instant messaging, WAP, web chat, web collaboration, SMS and IP telephony, AmVia has earmarked its vision as Intuitive Communications.
The ethos behind Intuitive Communications is making all information types accessible, people connectable and business communications easier than ever before. AmVia believes that Intuitive Communication engines will become a central component for business agility. These engines will seamlessly interface between all data, voice and messaging environments making communications - device, service provider and platform agnostic.
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