Sub-Zero Freezer Company Implements Quintus eContact; Quintus
Software Helps Appliance Maker Enhance
Customer Service and Manage Product, Service and Warranty Information
Business/Technology Editors
FREMONT, Calif.--(BUSINESS WIRE)--Jan. 11, 2000--Quintus
Corporation (NASDAQ: QNTS), a provider of contact center solutions for
e-customer relationship management (eCRM), today announced that
Sub-Zero Freezer Company has implemented Quintus eContact(TM) to
enhance customer service and manage customer and product information
more efficiently. Sub-Zero has implemented two eContact components,
Quintus CTI(TM) and CallCenterQ(TM), at its call center in Madison,
Wisconsin.
Quintus CTI integrates telephone switches, voice response
equipment and computers into a single, highly coordinated call center
application that qualifies and routes customer calls to the
resource -- agent or interactive voice response unit -- best suited to
respond to them. CallCenterQ is a desktop application designed for
large, multi-function call centers that provide a combination of
service, telesales and telemarketing.
Quintus tailored its CTI software to provide Sub-Zero's agents
with ready access to the company's legacy databases, including
Sub-Zero's consolidated customer information and warranty claims
databases. Agents view a customer's information on a single screen,
eliminating the need to toggle between different screens and systems
during a transaction. As a result, Sub-Zero's agents can handle
customer contacts more efficiently. In addition, Quintus CallCenterQ
allows Sub-Zero to track every customer transaction, from information
requests, to warranty card registration, to service requests. Each
interaction can be centrally recorded and made available to Sub-Zero's
agents, increasing the company's ability to deliver consistent,
high-quality customer service.
"When selecting our call center software, Sub-Zero was most
concerned with the ability of the software to work with our legacy
databases," said Brent Clever, director of services, Sub-Zero Freezer
Company. "Quintus CTI and CallCenterQ are well suited to our customer
service needs, and they integrated easily with our current systems."
"When customers buy quality products, they demand quality
service, delivered in a way that's convenient for them," said Alan
Anderson, chairman and CEO of Quintus. "Helping companies deliver
high-quality, cost-effective service is what Quintus is all about.
We're pleased that our software allows Sub-Zero to leverage its call
center investments while managing customer interactions more
effectively."
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