Ticketmaster Selects Quintus' eContact for Multimedia Contact Center Network
Business Wire - January 05, 2000 06:16
FREMONT, Calif.--(BUSINESS WIRE)--Jan. 5, 2000--
Quintus eContact to help world's largest provider of ticket
sales deliver sales and service over the telephone, email
and the Internet
Quintus Corporation (NASDAQ:QNTS) today announced that Ticketmaster, the world's leading ticketing service, has selected the Quintus eContact(TM) Suite to expand Ticketmaster's consumer sales and service communications and national teleservicing operations. Quintus' eContact software will debut in Ticketmaster's contact center network in January 2000 and will be used to sell tickets and provide customers with personalized, consistent service via the phone, Web and email.
As part of the eContact deployment, Ticketmaster will implement Quintus WebCenter(TM), customer interaction management software designed exclusively for Web-based transactions. Ticketmaster's Web customers will be able to engage in live, real-time chats with agents to make specific inquiries about events, get up-to-the-second ticket availability and seating selections, and receive Ticketmaster event information, which can be "pushed" directly from the agents' desktop to each customer's computer. As a result, customers visiting www.ticketmaster.com will experience the best of both worlds -- the convenience of ordering tickets via email or on the Web, combined with the ability to obtain personalized attention from a Ticketmaster agent.
Quintus eContact will provide Ticketmaster with a powerful engine that will intelligently route customer inquiries across any medium in Ticketmaster's multimedia contact center environment. If an inquiry is sent to an agent, eContact will provide the agent with information on a customer's current and previous transaction history. Using Quintus' CallCenterQ(TM) software, Ticketmaster agents can manage transactions while carrying out targeted cross-selling and up-selling campaigns based on a customer's ticket purchase history.
"In today's business environment, companies are met with a new challenge: providing superior service to the customer across all channels of communication, including the World Wide Web, email and phone," said Alan Anderson, chairman and CEO of Quintus. "Clearly, Ticketmaster recognizes the importance of this challenge and is joining forces with Quintus to meet it. Quintus is delighted to provide Ticketmaster with the technology that will enhance the way the company serves its customers."
"Ticketmaster places the highest value on successful customer service and consumer satisfaction," said Frank Smith, chief information officer, Ticketmaster. "We look forward to working with Quintus to adapt its powerful eContact technology to our growing business needs. Our clients and consumers expect fast, accurate service, and we're continually upgrading our technology to meet those increasing demands."
About eContact
eContact allows contact centers to effectively manage and route customer interaction through a wide range of media, including voice, voice over IP (Internet protocol), interactive voice response, facsimile and imaging, email, Web and e-commerce. eContact records and stores details of each customer interaction in a common data repository, enabling agents to provide personalized service based on each customer's actual history.
About Ticketmaster
Ticketmaster, a USA company (NASDAQ:USAI), is the world's leading ticketing service, selling 75 million tickets valued at more than $2.5 billion through more than 3,400 retail Ticket Center outlets; 29 worldwide telephone call centers; and www.ticketmaster.com, through its relationship with Ticketmaster Online-CitySearch.
About Quintus
Quintus Corporation (NASDAQ:QNTS) provides a comprehensive electronic customer relationship management (eCRM) solution to manage customer interactions, such as customer orders, inquiries and service requests, and deliver consistent customer service across multiple communication channels, including the Internet, email and the telephone. The Quintus eContact(TM) software suite includes applications that address the needs of customer service representatives and agents in sales and service, consumer relations, technical support, and human resources centers and a routing engine to manage customer interactions. Quintus eContact enables companies to handle high volumes of customer interactions and leverage opportunities to sell additional products and service to their customers. Quintus is based in Fremont, Calif. For more information about Quintus, call 800/337-8941, email sales@quintus.com, or access the World Wide Web at www.quintus.com.
The statements contained in this press release that are not purely historical are forward-looking statements within the meaning of Section 21E of the Securities and Exchange Act of 1934, including statements regarding Quintus Corporation's expectations, beliefs, hopes, intentions, or strategies regarding the future. Forward-looking statements include statements regarding future sales, product introduction and acceptance, market acceptance and financial stability. Quintus Corporation's actual results and the timing of certain events may differ significantly from the results discussed in the forward-looking statements.
Note to Editors: eContact and WebCenter are trademarks and Quintus is a registered trademark of Quintus Corporation.
CONTACT: Quintus Corporation
Laurie Wickham, 508/787-2855
laurie.wickham@quintus.com
or
Schwartz Communications, Inc. for Quintus
Jim Sarlo or Alissa Vasilevskis, 415/512-0770
jsarlo@schwartz-pr.com or alissav@schwartz-pr.com
or
Ticketmaster
Larry Solters or Hannah Kanpf |
