Quintus and Vignette Corporation Announce
Technology Partnership
Business Wire - January 26, 2000 06:16
FREMONT, Calif.--(BUSINESS WIRE)--Jan. 26, 2000--
Alliance Will Combine Personalized Web Content With Live Customer Service to Enhance
Sales and Service Delivered Over E-Commerce Sites
Quintus Corporation (Nasdaq:QNTS), a provider of contact center solutions for e-customer
relationship management (eCRM), today announced a technology partnership with Vignette
Corporation (Nasdaq:VIGN), the leading provider of e-business applications. Under the terms
of the agreement, Quintus will integrate Vignette's StoryServer(R) software with Quintus
eContact(TM), a comprehensive software solution for delivering consistent customer service
and sales support across a broad range of communication channels, including the Internet, email
and the telephone.
"As more customers shop online, their ability to receive personalized, friendly service from
e-commerce sites becomes increasingly important to online retail success," said Bill Daniel,
senior vice president of products at Vignette. "Combining Vignette's technology with Quintus
eContact will allow e-businesses to wrap Quintus' live, Web-based customer service around
the personalized Web content delivered by Vignette's StoryServer."
Vignette StoryServer engages online customers' attention with dynamic, personalized Web
content that targets their environment, behavior and preferences. Quintus eContact allows
online customers to communicate directly with service agents using Web chat, voice over the
Internet, and the telephone. Additionally, eContact allows agents and customers to work
collaboratively over the Web, simultaneously viewing Web pages that the agent can "push" to
the customer as they interact. The integration of StoryServer with eContact will allow this live
Web support to be provided in conjunction with StoryServer's dynamic, personalized Web
content delivery. Customers will receive content that reflects their interests and purchasing
history, and agents will gain the opportunity to cross-sell and up-sell products and services.
"The e-generation increasingly expects the personalized, online experience that Vignette allows
businesses to provide," said Alan Anderson, Quintus chairman and CEO. "But when they have
questions, the e-generation also demands live assistance. Quintus is extremely pleased to
partner with Vignette to meet both the personalization and service needs of today's customers."
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