POINT PROVIDES MORE MUSCLE FOR CONTACT CENTRES Thursday 19 July 2001 PDF Print New e-point version heralds more profitable Customer Relationship Management 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 profitability. 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 activities." -ENDS- For more information: Beverley Mayle, Point Phone: 01753 748037 Email: email@example.com Web: http://www.pointinfo.com Sage Partnership Phone: 0118 934 4007 Email: firstname.lastname@example.org About Point 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. 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.