 |
|
 |
|
 |
|
 |
|
 |
|
 |
|
 |
|
| Press Releases |
|
| Media Coverage |
|
|
|
 |
|
 |
August 10, 2004
Onyx Software and SimpliCTI Announce General Availability of CTI Adapter
Adapter enables simplified integration between Avaya Interaction Center and Onyx Enterprise CRM
With the adapter, companies can seamlessly share information between systems while fully leveraging the capabilities of both the telephony and CRM systems. For example, when a call comes in, agents receive a screen pop that notifies them that the call is coming and passes the caller's details to the agent's screen as the agent takes the call. With the caller's individual information readily at their fingertips agents can provide a higher level of service to each customer increasing the likelihood of return business.
The adapter also supports Avaya's Business Advocate feature, a decision support and enablement tool for helping contact centers increase operational efficiency by analyzing predicted wait times, distributing calls evenly across available agents to balance workloads and allowing active call distribution (ACD) from multiple vendors to be easily integrated.
A member of the Avaya DeveloperConnection Program for the past three years, Onyx continues to actively develop, promote and sell solutions that interoperate with Avaya Interaction Center. The adaptor has successfully completed compliance testing by Avaya's DeveloperConnection Technical Team, assuring customers of product interoperability between the Onyx Software and Avaya systems.
"This is another example of the significant investments we continue to make in our contact center solution," said Ben Kiker, senior vice president and chief marketing officer, Onyx Software. "With SimpliCTI's adapter we can offer low-risk integration that is secure, manageable and minimizes customization effort."
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. The Onyx Contact Center solution 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. The Onyx Contact Center solution integrates with all leading CTI platforms.
About Onyx SoftwareOnyx Software Corporation (Nasdaq: ONXS), a worldwide leader in delivering successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway Corporation, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX or info@onyx.com. 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. Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
| 2006 Press Archive |
|
| 2005 Press Archive |
|
| 2004 Press Archive |
|
| 2003 Press Archive |
|
| 2002 Press Archive |
|
| 2001 Press Archive |
|
| 2000 Press Archive |
|
| 1999 Press Archive |
|
| MEDIA CONTACTS | ||||||||||||
| ||||||||||||
info@onyx.com
Copyright © 2008 Onyx Software, a Consona CRM solution.