|
[August 15,
2000]
CosmoCom, Onyx Bring Benefits Of
IP Technology To Customer Relationship
Management
CosmoCom, Inc.
announced a strategic alliance with Onyx Software
Corporation to provide businesses the ability to
leverage multi-channel customer interactions to
strengthen and enhance customer relationships.
The alliance pairs CosmoCom's patented IP-based
contact center platform with Onyx 2000, a
customer-centric e-business application that provides
seamless relationship management functionality for
employees, customers and partners. The joint platform
allows live and message-based business transactions that
are conducted across any channel -- telephone,
Internet-enabled PC, interactive TV, PDA or wireless
device -- to be gathered, processed and shared across
one enterprise-wide IP network.
"The customer relationship has become a 24-hour
conversation in a multimedia environment and many
companies are struggling to keep up," said Brent Frei,
Onyx Software president and CEO. "Smart companies are
recognizing the promise of this new landscape by
integrating multiple communication and information
channels to make every single point of interaction an
opportunity to increase customer satisfaction and
loyalty, and boost revenue. The CosmoCom-Onyx
partnership will provide businesses with a
cost-effective, proven solution to help them gain
competitive advantage."
While traditional customer interaction and
relationship management (CIM/CRM) solutions rely on the
loose integration of a complex collection of
technologies developed by numerous vendors, the
CosmoCom/Onyx solution streamlines the technology
environment into one unified IP platform while expanding
its functionality. Together, CosmoCom and Onyx offer a
complete Web- and telephone-based multimedia contact
center and relationship management system that relies
solely on software and IP-ACD (automatic call
distributor) technology, freeing companies from costly
circuit-switched telephone equipment or computer
telephony integration (CTI) middleware typical of most
call center technology.
"This initiative is a real breakthrough in the race
to gain market share and retain loyal customers," said
Steve Kowarsky, CosmoCom executive vice president. "Onyx
provides their CRM software to many of the same
customers, application service providers (ASPs) and end
users we see as prime candidates for our CIM platform.
Those companies stand to benefit a great deal from a
single unified system that will provide everyone in the
organization with real-time information to assure their
customers can conduct business anywhere, anytime,
through any channel, and have a positive
experience."
The joint system utilizes the award-winning CosmoCom
CIM platform called CosmoCall Universe, which connects
both traditional and e-businesses with their global
customers in live multimedia sessions via the Internet
and telephone, as well as through email and voicemail
messages, all in a single unified IP-ACD platform. In
recognition of this pioneering technology, Frost &
Sullivan recognized CosmoCom in a recent report as the
market leader in its industry.
The CosmoCall Universe, the only true unified contact
center technology available today, supports live online
customer care with an IP-based architecture designed for
high-capacity, high-availability operation and global
distribution. Once routed through the CosmoCall
Universe, communications are then funneled into Onyx's
customer, partner and employee portals delivered via the
Onyx e-Business Engine, the backbone of the Onyx product
suite, giving companies the framework for successfully
managing, accessing and processing customer information
across all facets of an organization. The end result of
the combined platform is streamlined operations,
improved customer services and elimination of the
inefficiencies of isolated data systems.
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