EDS sells AV's CRM as integral part of EDS' new suite of CRM service offerings.
October 03, 2000 08:21
EDS Selects Avaya Solutions for its New CRM Service Offerings
Jump to first matched term
Avaya CentreVu(R) Internet Solutions and CRM Central 2000 Software Form A
Powerful Tool for Managing Diverse Customer Communications Channels
PLANO, Texas, Oct. 3 /PRNewswire/ -- EDS (NYSE: EDS) today announced it has signed an agreement with Avaya, Inc. (NYSE: AV) to make Avaya's customer relationship management (CRM) solutions an integral part of EDS' new suite of CRM service offerings.
The agreement is part of a sweeping series of EDS announcements outlining the company's new digital CRM solutions.
Initially, two Avaya products will form the cornerstone of the new EDS CRM offerings. EDS will use Avaya's CentreVu(R) Internet Solutions to give its e-commerce customers the ability to manage and route a seamless flow of customer information regardless of where it originates -- whether from e-mail, web chat, voice over IP, fax or a phone call. According to IDC forecasts, the customer service and call center application software market will grow from $1.3 billion in 1999 to $4.6 billion in 2004, representing a compounded annual growth rate of more than 28%.
Additionally, EDS will offer and support Avaya's CRM Central 2000 software platform, a powerful tool that supports multimedia customer contacts, manages critical business information, automatically triggers the work required to fulfill requests and monitors service levels to ensure quality.
"This announcement marks a significant step forward in our ongoing relationship with Avaya and an enhancement to the scope of the CRM capabilities offered by EDS," said John McCain, president, EDS E.solutions. "Now, by combining our front- and back-office integration capabilities and consulting strengths with Avaya's CRM solutions, enterprises can have a single integrated view of their customer interactions at any point in time. Ultimately, the enterprise's revenues and profitability will benefit.
"We're delighted that EDS has chosen our products as the cornerstone for its CRM solutions," said Kevin Cook, vice president of global alliances for Avaya. "With EDS' experience in e-business consulting and Avaya's experience in customer interaction centers and CRM, we're uniquely poised to help companies succeed in managing e-commerce and in providing a seamless experience for their customers." |
