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.”