Quintus, the contact centre software until recently represented by the now-defunct Infiniti Technologies, has been taken up by eContact Centre Solutions, the newly formed independent customer relationship management (CRM) company.
"Events at Infiniti were unfortunate," says IT veteran Rob Salvado, a director of eContact Centre Solutions. "But we had had extensive exposure to Quintus`s products, and we knew they were among the best in the CRM market. Locally a number of customers have endorsed Quintus as a market leader, and we are seeing rapid takeup in this market."
Quintus listed on Nasdaq at a price of $1 in January. Its share price has climbed to $50, making it one of the most highly capitalised and admired companies in the CRM space.
"Quintus is different to any other CRM application on the market," says Salvado. "At the heart of Quintus is an artificial intelligence engine which makes it easy to modify the software for a particular application."
As a consequence, Quintus is the first software on the market that can function as both an external contact centre or inward-facing support desk. It supports CRM, sales force automation and has an extensive knowledge base. In addition, it has the lowest implementation cost of any call centre offering on the market, averaging less than 20 percent implementation to software costs.
"Its artificial intelligence engine means its rules are easily modified to suit a particular customer requirement," says Salvado. "This means we can install and implement the software very rapidly, important in a market characterised by a skills shortage and where customers are battling to identify return on investment. In addition, its architecture means it scales easily, from a 10-seater to a 10 000-seat virtual call centre."
eContact Centre Solutions is made up of five divisions: Consulting, product distribution, third-party product procurement and implementation, insourcing services and product training. Its initial staff complement is 15.
"As with any new market, there is plenty of vendor hype and customer confusion," notes Salvado. "We aim to bring some clarity to the situation and to assist our clients with real, cost-effective, rapid delivery of CRM."
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