The Quintus Corporation provider of complete call centre solutions recently announced that it would integrate its eContact engine with Microsoft Server 3.0 Commerce Edition for the Windows NT server platform. This solution will be available through the Pin-Point Group`s One-on-One Call Centre Solutions business unit.
As the e-commerce market expands, traditional telephone-based call centres exist side-by-side with e-commerce systems. Quintus` eContact suite allows call centres to effectively manage and route customer interaction through a wide range of media, including e-commerce channels.
By integrating Quintus` eContact engine with Microsoft Server 3.0 Commerce Edition, details of each customer interaction on the commerce server are recorded and then stored in a common data repository. The information stored in the repository is available to call centre agents instantly, thereby providing the ability to offer consistent, personalised service based on actual customer transaction histories, regardless of whether customers initiate their transactions via the Internet or phone.
"Businesses must make optimal use of electronic delivery channels to reach customers," noted Rob Salvado, Divisional Manager at Pin-Point One-on-One Call Centre Solutions. "Quintus` relationship with Microsoft gives corporations who select our technologies as part of their e-commerce and customer relationship management solutions the ability to provide superior customer service that their customers have come to expect and deserve."
Salvado continues, "The Quintus eContact engine and Microsoft Server 3.0 Commerce Edition offers companies of all sizes an integrated, scaleable and cost-effective solution for better serving customers."
"Together, these technologies can handle the increase in the daily volume of online transactions and at the same time ensures the capability of offering a consistently high level of customer service, maximising future transaction opportunities."
Integration with Microsoft commerce technologies is one of a series of initiatives that Quintus has undertaken to further enhance its product and service offerings on Microsoft platforms. Recently, Quintus became a member of the Microsoft Certified Solution Provider program, and the company is adding support for Microsoft SQL Server to its computer telephony integration (CTI) product, Quintus CTI.
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The Pin-Point Group
The Pin-Point Group, the Value-Added Services Division of JSE-listed Infiniti Technologies Limited, is a customer driven business solution provider. Through utilising information technology as a critical business tool, customers are given the necessary impetus, skills, services, hard- or software to grow their businesses profitably while retaining their independence. With integrity a key value, Pin-Point builds its team around providing a focused, consultative, value-added approach combined with leading-edge technology.
The company operates from its head office in Woodmead, Sandton, and has a true national presence which operates through branches in the Western Cape, Eastern Cape, KwaZulu-Natal and the Free State. It has twelve specialised business units, which operate autonomously within their vertical market segments but are together leveraged to provide a full solution. These business units fall into four
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