Lucent Technologies completed its merger with Mosaix, paving the way to create the industry`s most innovative and robust customer relationship management (CRM) solutions portfolio.
Mosaix and its employees will become part of Lucent`s Business Communications Systems (BCS) unit, and will focus on delivering solutions that help businesses provide superior customer service throughout their enterprise.
Customer relationship management is a multi-faceted approach to marketing, sales and customer care being used by companies to create long-term customer relationships and improve their business performance.
"Businesses today are seeking help in managing the complexity of customer interactions and they are requesting more comprehensive, yet flexible technology to serve customers," said Janice Anderson, vice president, Lucent Customer Relationship Management Solutions.
"The combination of Lucent and Mosaix talent will build a uniquely broad and powerful set of solutions that will help companies build and sustain the kind of productive customer relationships necessary for healthy, long-term growth," said Nick Tiliacos, president and CEO of Mosaix.
Mosaix brings to Lucent software and services that integrate the front and back office to automate and optimize an organization`s interactions with its customers. They include a broad portfolio of predictive dialing systems, agent effectiveness solutions, and the ViewStar customer relationship management, workflow, and business process automation applications, and professional consulting and integration services.
Lucent`s CentreVu Customer Care Solutions offers a suite of leading-edge call routing, interactive voice response, reporting and Internet solutions for customer contact centers. Lucent also offers consulting and systems integration expertise through Lucent NetCare Services. Lucent Technologies, headquartered in Murray Hill, N.J., designs, builds and delivers a wide range of public and private networks, communications systems and software, data networking systems, business telephone systems and microelectronics components. Bell Labs is the research and development arm of the company. For more information on Lucent Technologies, visit its web site at http://www.lucent.com.
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