CONV: News:
JAN 13, 2000, M2 Communications - Convergent Communications - an
Enterprise Network Carrier providing single-source business
communications solutions - has selected Clarify e-FrontOffice to
enhance the Company's customer relationship management programme.
Clarify eFrontOffice combines customer relationship management and
e-business capabilities in a single solution allowing carriers to
quickly deploy e-business sales and service initiatives.
Clarify eFrontOffice - implemented as part of Convergent
Communications' $7 million customer loyalty platform and running on
Cisco hardware - supports the Company's mission to provide pre-eminent
customer care through highly personalised services and timely responses
to customer inquiries.
"Implementation of Clarify helps us to provide comprehensive support
throughout the entire customer life cycle - from sales to customer care
and trouble-management through to network operations. It also supports
up-selling opportunities within our existing client base - ensuring our
customers get the best service possible," said John R. Evans, Chairman
and CEO of Convergent Communications.
"Clarify unites all the ways a customer can contact Convergent
Communications, whether by phone, fax, email or the Web, into a single
front-office system."
Kirsten Berg-Painter, Senior Vice President of worldwide marketing at
Clarify added that Convergent Communications is well positioned to
provide its customers with the service and value they demand:
"Providers of integrated voice, data and Internet communications
services face fierce competition in today's market. Convergent is
creating a competitive advantage by focusing on creating a return on
relationship. Clarify helps them to personalise interactions and
create a better total customer experience."
Clarify eFrontOffice is an integral component of Convergent
Communications' $7 million investment in its 'Enterprise Customer
Loyalty Integration Platform for Service Excellence' (ECLIPSE).
ECLIPSE, implemented by a 70-person project team, effectively ties the
Clarify-based front office with the Company's Oracle-based financial
management 'back office' system. Rollout of the platform has begun in
six of Convergent Communications' 35 markets, and is scheduled to be
rolled out incrementally to the remaining 29 markets.
John R. Evans adds, "ECLIPSE platform is a significant milestone in
the advancement of the company's CTISS (Computer Telephony Integrated
Support System) (tm). It allows us to deliver on, and exceed customer
expectations consistently using a state-of-the-art service delivery
platform."
Notes to editors: About Clarify Clarify Inc. is the world's second
largest front office software provider.
Clarify eFrontOffice combines customer relationship management,
Internet relationship management and e-business capabilities in a
single solution,
allowing companies to quickly deploy e-business sales, marketing and
service initiatives. Clarify is the choice of leading corporations
including British Telecommunications, Cisco Systems, Compaq Computer
Corporation, Ericsson Inc., Federated Department Stores, First USA,
General Electric, The Gillette Company, Microsoft Corp., Prudential,
Sony Corp. and Toyota. Founded in 1990, Clarify is headquartered in
San Jose,
California. Its products are marketed through resellers, including
Compaq and Hewlett-Packard Co., as well as a direct sales and service
organisation with offices in Asia Pacific, Europe, the Middle East,
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