Onyx Software Corp., a worldwide leader in successful customer relationship management (CRM), and Interactive Intelligence Inc., a global developer of Microsoft-based business communications solutions, have signed an alliance agreement designed to reduce the cost and complexity of contact centre automation and CRM integration.
Under this agreement, the two companies deliver a pre-developed software connector between the latest version of Onyx Employee Portal, a web-based CRM solution that consolidates customer information, and Interactive Intelligence`s Customer Interaction Center (CIC), a contact centre automation software product that includes applications such as automatic call distribution, interactive voice response and web chat.
"The Onyx/Interactive Intelligence connector allows customers to quickly and easily integrate the two solutions, minimising installation time and simplifying maintenance. The integrated solution increases productivity and enhances customer service by providing a single interface which embeds the call interaction and skill-based routing information into the customer data screens in Onyx," said Gary Blough, VP of EMEA, Interactive Intelligence.
This agreement formalises a long-standing relationship between Onyx and Interactive Intelligence that has resulted in successful joint implementations at over a dozen customer sites, including Amway Korea, Netegrity, and Sony Music Entertainment.
Netegrity installed an integrated Onyx and Interactive Intelligence solution to enhance its customer support offerings around the world. The solution has helped the company to realize tremendous return on investment, including:
* 45 percent increase in its case volume - without increasing staff
* 18 percent increase in overall customer satisfaction
* 35 percent decrease in time to resolve cases
* 40 percent decrease in backlogged cases
"Netegrity continues to grow its customer base and we are now handling 45 percent more cases today than a year ago without significantly increasing our staff," said Brad Nelson, chief information officer, Netegrity. "For every dollar we currently spend in the contact centre, we save three. I firmly believe that this could not have been achieved without the Onyx/Interactive Intelligence combination."
"With more than a dozen customers already experiencing the benefits of an Onyx/Interactive Intelligence solution, businesses can be confident that they`re getting not just the most advanced technology, but a solution that`s delivered by proven market leaders," said Dr. Donald E. Brown, President and Chief Executive Officer for Interactive Intelligence.
"Our relationship with Interactive Intelligence is fundamentally about saving our customers` time, and increasing productivity in the contact centre," said Ben Kiker, senior vice president and chief marketing officer for Onyx. "Both computer telephony and CRM are powerful on their own, but the sum is greater than the parts. Together, Onyx and Interactive Intelligence make it possible to create relevant, personalized customer experiences throughout the contact centre, while reducing operational costs."
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With over 1,000 customers, Onyx solutions are used by service, sales and marketing organizations ranging from medium-sized businesses to the world`s most recognized brands, including American Express, Amway, and ntl. While these companies range in size and vary in their geographic location, they share one common need - the need to cost effectively model processes to provide a more intimate level of customer service where every interaction counts. The Onyx Contact Center supports this objective by offering a rich portfolio of capabilities including business process automation, cross-sell / up-sell, email management, intelligent call scripting, knowledgebase access, web self-service and work ticket management.
Onyx Software
Onyx Software Corp. (Nasdaq: ONXS), a worldwide leader in delivering successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX, info@onyx.com or http://www.onyx.com.
Interactive Intelligence Inc.
Interactive Intelligence Inc. (Nasdaq: ININ) is a global developer of business communications software for IP telephony, contact centre automation, unified communications, and customer self-service. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent company awards include Software Magazine`s 2004 Top 500 Global Software and Services Companies, and Network World Magazine`s 2003 Top 200. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis, Indiana, U.S.A. The company has 12 offices throughout North America, Europe and Asia. The EMEA corporate office is located in Uxbridge, England, and serves more than 250 customers throughout EMEA, including companies such as Skandia, and Telefonica. Its telephone number is +44 20 8867 3670; on the Web: http://www.ININ.com.
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