Private-label Internet commerce solutions company Iconomy.com signed a partnership deal with
Protocol Communications Inc., a
customer relationship management company that provides both Internet and
traditional marketing services.
Working with Protocol, Iconomy said it will be able to provide its clients
with a branded, centralized customer service offering to support its
private-label e-commerce initiatives.
Financial arrangements were not
disclosed.
“As customer service becomes a driving factor for e-commerce, it becomes
essential for outsourced solutions providers to offer world-class e-CRM
applications to their clients and their customers,” said Stephen McLean,
president and chief executive officer of Protocol.
Protocol’s service will be client-branded so that each inquiring customer
will be presented only with the identity of the host site.
Under the agreement, three key areas of Iconomy’s CRM solution will be
enhanced, including inbound phone response, e-mail handling and reporting and
live chat. Iconomy clients include Autobytel, Excite@Home and GoToWorld.