The alliance marks the first time that Net Perceptions’ recommendation
technology will be available in conjunction with CRM contact-center software,
giving companies that use the joint solution a significant competitive edge,
the companies said.
The solution will provide consistent, personalized sales and marketing across
Internet- and telephone-based customer interactions. Financial arrangements
were not disclosed.
Quintus and Net Perceptions said they will cooperate in joint marketing and
identifying mutually beneficial business opportunities. Quintus will provide
services for integrating Quintus’ eContact suite for multi-channel call
centers with Net Perceptions’ Recommendation Engine, which interacts with
e-commerce customers and predicts what they will want to buy or see.
For the first time, Quintus and Net Perceptions can synchronize selling
techniques between a Web site and a call center agent. Customer information
from Quintus’ eContact data repository can be linked to Net Perceptions’
Recommendation Engine, making the real-time recommendation process more
“Learning about customers in a sub-second and leveraging technology to
present them with highly personalized meaningful experiences will put this
industry at a new level altogether,” said Steven Snyder, CEO of Net
“Companies that will win in the new millennium will be those that offer
consistent customer interaction, whether it be through the Internet or the
telephone,” said Alan Anderson, CEO of Quintus. “The combination of Net
Perceptions and Quintus will help companies deliver the perfect sale through
any medium, every time.”