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AT&T, Quintus Will Deliver eCRM Services to Call Centers

AT&T Corp. and Quintus Corp. formed an alliance to provide e-customer relationship management (eCRM) services to call centers worldwide.

AT&T said it will offer the Quintus eContact Suite of software to its customers and Quintus will be able to market the existing portfolio of AT&T call center products and services to complement its eCRM communications solutions. Financial arrangements were not disclosed.

AT&T provides interactive networking applications, professional services and products that help companies transform their call centers into integrated e-enabled customer service centers.

The Quintus eContact Suite allows for personalizing, routing, managing and reporting on customer interactions across multiple communications channels.

The combined offering will enable companies to first route customer inquiries to a particular contact center based on agent availability, and then automatically route calls within the contact center based on customer data, needs and history.

"Call centers of all types and size are facing the challenge of integrating Web-based communications with their legacy systems and traditional call center operations," said Randy Johnston, managing partner, AT&T Solutions.

"AT&T's routing capabilities and self-fulfillment offers combined with Quintus' eCRM software is the perfect solution for any call center looking to e-enable their business."