Quintus Corporation Partners With Ziptone, LLC
Quintus' eContact to Provide Integrated Contact Center Solutions and
Web-based Services to Leading Provider of Online Customer Support
FREMONT, Calif. and CEDAR KNOLLS, N.J.--(BUSINESS WIRE)--Jan. 19, 2000--Quintus Corporation (Nasdaq:QNTS -
news), a provider of contact center solutions for e-customer relationship management (eCRM), today announced a strategic
partnership with Ziptone, LLC, a state-of-the-art provider of live, outsourced customer support services for e-commerce Web
sites. Through the agreement, Ziptone will use the Quintus eContact(TM) Suite of software, including Quintus WebCenter(TM),
Quintus CTI(TM) and Quintus CallCenterQ(TM) to route and manage customer transactions and to deliver a suite of
Internet-based customer support services.
As consumers increasingly turn to the Internet to research and purchase products, they expect e-commerce Web sites to deliver a
higher level of customer service. Ziptone helps e-businesses meet these service expectations by offering live customer support
options that enable e-businesses to quickly upgrade the functionality of their Web sites. The company offers a suite of services
that facilitates online commerce through customized, integrated applications of traditional voice, chat, browser sharing, email and
voice-over-IP.
Once implemented in Ziptone's Internet call center, Quintus eContact will allow Ziptone's E-Commerce Support Associates
(ESAs) to extend the services that e-merchants provide their online customers. Quintus WebCenter will enable Ziptone to provide
Web chat, browser sharing, and self-service options, while Quintus CTI will provide qualification and routing functionality for
traditional voice calls. Integration between Quintus WebCenter and Quintus CTI will enable Ziptone's ESAs to deliver service
across all communications channels of the customer's choice, as well as to use multiple communication channels (such as shared
browsing and traditional voice) simultaneously during a single transaction.
Quintus CallCenterQ will enable Ziptone's ESAs to manage information from various communications channels efficiently on one
screen. Additionally, Quintus eContact's integrated tracking and reporting functionality will consolidate customer and transaction
data across communication channels, enabling Ziptone's e-merchants to make product and marketing decisions that further refine
their e-commerce sites.
''Every e-business is unique, which makes our ability to design customized and integrated customer support solutions critical to our
success,'' said Jim Schacht, CEO of Ziptone. ''Partnering with Quintus provides us with the technology to support a wide variety
of communication channels, and the flexibility to meet the specific online service requirements.''
''Ziptone's business relies on building relationships with merchants through first-rate, immediate service for e-commerce sites,''
said Alan Anderson, chairman and CEO of Quintus Corporation. ''Quintus is pleased to help Ziptone deliver the personalized,
efficient services that today's e-business customers demand.''
Quintus eContact Suite(TM)
The Quintus eContact Suite is a family of software that enables companies to personalize, route and manage customer interactions
across multiple communication channels, including the Internet, email and the telephone. Quintus WebCenter, a component of the
eContact Suite leverages the universal eContact architecture, engine and tools, giving agents the real-time information they need to
personalize service for each customer. biz.yahoo.com |
