New e-point version heralds more profitable Customer Relationship
Point Information Systems has today released e-point 5.2, a new
version of its CRM product. Advanced features, such as accurate
customer value and loyalty scoring, cost-reducing thin client
technology, and real-time identification of cross-sell and up-sell
opportunities, combine in e-point 5.2 to give organisations the
power to drive their contact centre operations into real
e-point 5.2's significant new functionality is designed to address
key customer relationship management requirements by applying CRM
across all distribution channels - with particular emphasis on the
need to provide more focused solutions for contact centres, one to
one direct marketing and hybrid CRM business strategies.
e-point 5.2 is the only product on the market that allows
organisations to address these needs by running real all-rounder,
customer-friendly contact centres in a 'virtual' environment.
Through a combination of Web CTI capability (allowing integration
with Genesys and Altitude), media-blended queues, and customer
scoring and loyalty tools, e-point 5.2 allows companies to deliver
service at the levels of excellence relative to customer value
whilst minimising costs. And, because e-point 5.2 makes it easy
for service agents to bring added value to the sales process,
contact centres can operate as profit centres in their own right.
e-point 5.2 is also the first CRM product to enable
knowledge-based personalisation of messages in any channel, via
any media. Unique to this is the ability to engage personalised
sales and service processes to enable cross-sell and up-sell. This
capability - available to contact centre users, customers,
prospects and business partners alike - enhances the self service
environment by removing any dependency on e-mail or content
management systems. It is managed completely by the CRM hub - in a
controlled and secure environment.
e-point 5.2 features a new dashboard bringing together all
available campaign information and making it readily accessible in
a unified view. This makes it a simple matter, for example, for
marketing managers to apply predictive and propensity models from
analytics, define cells and target groups, create and broadcast
marketing messages as well as track campaigns.
Additionally, e-point 5.2's enhanced customer scoring facility
gives a big boost to an organisation's ability to optimise its
customer base. Now individual customers can be rated on a range of
different criteria - loyalty, credit, profitability, and
satisfaction for example - enabling precise targeting of
campaigns, accurate identification of cross- and up-selling
windows, and the timely activation of loyalty motivators.
Despite all its new capability, the cost of owning e-point 5.2 has
been kept remarkably low. Its enhanced ready-to-use functionality,
making it compatible with an organisation's existing systems and
strategies, means that return-on-investment starts almost
immediately. Ongoing IT costs can be reduced, due to its easy
hub-based upgradability, and - importantly in today's competitive
markets - its flexibility means that users have the power to
change strategies and implement new processes literally overnight.
The new version of e-point comes from a stable already recognised
for its innovative track record and thought leadership. "A Point
solution can be used in just about any way that a potential
customer chooses - enabling a CRM philosophy approach rather than
enforcing fixed ways of working", says META Group 2000. "When all
is said and done, CRM is a solution to encourage customers to part
with their money and to feel better about so doing. To that end,
Point is able to offer the whole range of sales, marketing and
service functions, along with connectivity to information from one
screen and one system."
To Sarah Haskell, Point's VP for marketing & alliances, it is this
power to drive the effectiveness of contact centres that makes the
new e-point version so exciting.
"The next generation of contact centres must change from being
cost centres into profit centres", she asserts. "e-point 5.2's
advanced thin-client technology can really bring costs down, and
help put contact centres where they ought to be - at the hub of an
organisation's business strategies, providing the motive power and
the control systems for all its marketing , sales and service
For more information:
Beverley Mayle, Point
Phone: 01753 748037
Phone: 0118 934 4007
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 35 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 USA, Europe and the Asia Pacific Region.
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