NEXT GENERATION CONTACT CENTRES MOVE CLOSER Monday 26 March 2001 PDF Print 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 contact media." "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. This press release was distributed by ResponseSource Press Release Wire on behalf of The Sage Partnership in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.