Next generation contact centres move a step closer today with the
unveiling of new enabling technologies by customer relationship
management (CRM) vendor Point Information Systems.
Acknowledged by independent authorities to be a leading vendor of CRM
for e-business, Point is the first company to reveal compact HTML
(cHTML) and short messaging service (SMS) support in a mainstream CRM
solution. Both will come in the next release of the company's thin
client e-CRM platform e-point, due in the second quarter of this year.
cHTML, a subset of HTML, is used for displaying Web content on mobile
devices like cellular phones. It augments the wireless access protocol
(WAP) support already built into Point's product. Both cHTML and SMS
are key to businesses deploying anywhere, anytime wireless access for
customers, employees and business partners.
The move also brings an important component for the next generation
contact centres as Point's UK managing director Patrick Murphy
explains: "Companies have already moved on from telephone-based call
centres to today's contact centres which exploit email, Web and other
"Now we're laying a foundation for the next generation of contact
centres where wireless and other emerging technologies come together
to make it even easier for customers to do business on their own
terms. At the same time companies will be much better placed to target
their marketing and selling strategies."
e-point also breaks new ground in its use of open application program
interfaces based on HTML and XML. This ensures eased integration with
third party and legacy systems and allows greater versatility and
customisation out of the box. It also means enhanced Internet
connectivity. XML in particular is seen as a critical element in the
building of virtual contact centres across extended enterprises.
Founded in 1989, Point Information Systems is a leading global
provider of e-CRM solutions. Point's advanced product suite, e-point,
uniquely enables companies and their partners to interact with their
customers and prospects across any stage of the customer
lifecycle and over any assisted or unassisted channel via any
interaction media. Its broad marketing and sales functionality
includes customer acquisition, retention and up/cross selling. It also
helps companies get their products to market faster.
Deployed in 19 languages in 36 countries, Point's products are used by
mid-to-large sized organisations and multinational companies,
including Allianz Group, Brann, Commonwealth Bank of Australia, Dah
Sing Bank, Deutsche Bank, Liberty Mutual, Maybank, MetLife, Newton
Fund Managers, Overseas Union Bank, Verizon Communications, Virgin
Mobile, and many others worldwide. Point has offices in the UK and
rest of Europe, the US and the Asia Pacific Region.
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