Aspect Communications Corp. and eGain Communications signed a multimillion
dollar, multi-year agreement to deliver eGain’s Email Management System with
the Aspect Customer Relationship Portal in an out-of-the-box integrated
solution.
Aspect and eGain said in a statement that they “are the first companies in
the CRM industry to deliver a solution with the breadth and depth that
enables customer service representatives (CSRs) to become “super agents” who can effectively handle
all forms of customer communication.”
Combining eGain’s e-mail solution with the Aspect Customer Relationship
Portal enables companies to deliver a consistent customer experience,
regardless of whether the customer uses a phone, e-mail, fax or the Web to
contact the company, they said.
“The agreement between eGain and Aspect is significant because today, most
customers use either e-mail or the telephone to contact a company,” said
Robert Mirani, director, Customer Relationship Management practice, Yankee
Group. “Many companies with a call center and Web site still struggle with
how to integrate these two media.”
“As customer preference broadens to encompass e-mail and the Internet as well
as phone, it is critical that companies provide tools to seamlessly manage
customer communication across multiple channels,” said Ashutosh Roy, CEO of
eGain Communications.
The solution will increase the productivity of CSRs by automating appropriate
tasks and delivering comprehensive information to the customer support team at the
click of a button, the companies said.
When there are no customers in a phone
queue, an agent can respond immediately to a customer e-mail message instead.
Priority of a given media can be changed depending on business needs.