Quintus Corporation, a leading provider of contact centre solutions for e-customer relationship management (eCRM) and Siebel Systems, a leading supplier of e-business application software have announced a worldwide reseller, marketing and technology alliance.
"The goal of the alliance is to combine the two companies` technology and channel strengths in e-business solutions to enable organisations to acquire, serve and retain their customers," says Rob Salvado, director of eContact Solutions, the local representative for Quintus.
In terms of the alliance Quintus will market and sell Siebel`s e-business applications in conjunction with Quintus` eContact Suite. Quintus` eContact Suite enables companies to handle high volumes of customer interactions and leverage opportunities to sell additional products and services to their customers.
Siebel will use the eContact universal queuing technology to add multimedia queuing and intelligent routing capabilities to future Siebel e-business applications.
This technology will extend Siebel`s offerings by proactively delivering email, fax, Web requests and voice messages to the Siebel desktop as a multi-media `screen pop` of customer information. This solution will allow organisations to treat different media types equally in their customer call centres, prioritising and routing customer interactions across channels in real time based on such factors as customer value, urgency, and service-delivery objectives.
"Quintus has responded to market and customer demand for eCRM communications solutions to be fully integrated with Siebel`s products, " says Salvado. "By adding Siebel`s e-business applications to its product portfolio, Quintus will be able to offer its customers fully integrated solutions that combine the best e-business applications with the best eCRM communications functionality in the market."
He adds that Quintus` universal queuing technology will add excellent functionality to Siebel`s
e-business applications, providing organisations with superior handling of multimedia interactions. "Customers will also significantly benefit from the expertise and worldwide support that Quintus brings to the channels."
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