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January 31, 2005
Onyx Software and SimpliCTI Deliver CTI Adapter to Ease Integration for Mid-Sized Contact Centers
Adapter simplifies integration between Avaya Contact Center Express and Onyx Enterprise to Improve Efficiency of Customer Interaction
The SimpliCTI adapter reduces the time required to integrate Onyx and Avaya Contact Center Express. Using the adapter, companies can share information between systems to streamline customer-facing processes and create more productive interactions that drive expert customer service. For example, an inbound call or email can be automatically routed to the most appropriate agent along with the Onyx view that identifies the customer. With Onyx intelligent call scripting, the agent can engage in a more productive conversation guided by customer history and corporate goals such as product cross-sell and promotions. As a result, customers spend less time waiting for agents to retrieve information and instead experience more consistent, efficient service.
"Onyx is committed to providing the power of enterprise-class contact center solutions to the mid-market," said Ben Kiker, senior vice president and chief marketing officer, Onyx Software. "By seamlessly linking Onyx and Avaya Contact Center Express, the SimpliCTI adapter makes it easier for mid-sized businesses to rapidly improve and optimize contact center efficiency in a cost-effective manner."
With over 1,300 customers, Onyx solutions are used by service, sales and marketing organizations ranging from medium-sized businesses to the world's most recognized brands, including American Express, Amway, and ntl. While these companies range in size and vary in their geographic location, they share the need to cost effectively model processes to provide a more intimate level of customer service where every interaction counts. Onyx Enterprise CRM supports this objective by offering a rich portfolio of capabilities including business process automation, cross-sell / up-sell, email management, intelligent call scripting, knowledgebase access, web self-service and work ticket management. Onyx CRM integrates with all leading CTI platforms.
About SimpliCTI Software Solutions
SimpliCTI Software Solutions, Inc., founded in 1996, is a leading systems integration firm specializing in multi-channel CRM solutions. SimpliCTI's mission is to deliver best-in-class multimedia Customer Relationship Management (CRM) solutions to its clients. SimpliCTI's Multimedia CRM solutions are comprised of the professional services, support and products required for automating, managing and routing a business' electronic customer interactions. The media for these interactions include telephone calls, emails, text chat, World Wide Web (Web) collaboration, facsimile, video and wireless. SimpliCTI is ideally positioned to provide clients with innovative CRM technology solutions based upon a successful implementation track record, unmatched depth of experience, expertise and knowledge in multi-channel CRM systems, and the use of an unprecedented speed to solution/time to value model. For more information visit the SimpliCTI website: http://www.simplicti.com. SimpliCTI is a Premier member of the Avaya DeveloperConnection Program.
Onyx Software Corporation (Nasdaq: ONXS), a worldwide leader in delivering successful CRM, offers a fast, cost-effective, easy to use solution that shares critical information among employees, customers and partners. The Onyx approach delivers real-world success by aligning technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to streamline customer-facing processes and drive a superior customer experience. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway Corporation, Delta Dental, Mellon Financial Corporation, The Regence Group and State Street Corporation. More information can be found at (888) ASK-ONYX, or info@onyx.com . Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
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