Periphonics and Vantive Join Forces to Enhance Call Center Productivity, Increase Customer Satisfaction
Business/Technology Editors
BOHEMIA, N.Y.--(BUSINESS WIRE)--Dec. 8, 1998--Periphonics
Corporation (NASDAQ: PERI), a leading worldwide provider of products
and services for call processing solutions used in Computer Telephony
Integration (CTI) and Telecom Enhanced Network Services, today
announced a joint marketing agreement with The Vantive Corporation
(NASDAQ: VNTV), a leader in the front-office software market.
The partnership is designed to promote the powerful combination of
Periphonics' CTI technology and Vantive's call center software solutions.
Periphonics has also selected Vantive as its enterprise-wide customer
relationship management software solution.
Periphonics' Computer Telephony Integration (CTI) solution,
CallSPONSOR(R), empowers agents to handle calls faster and more
efficiently by eliminating the need for customers to repeat information that
has already been captured by the Interactive Voice Response (IVR) system.
Vantive call center solutions provide end-to-end management of call center
operations - from customer support and service to telesales and
telemarketing. Vantive technology drives the call center process, manages
workflow, and ensures quick and efficient responsiveness to customers by
providing all the critical information at the agents' fingertips. The combination
of Periphonics and Vantive solutions enables companies to cut costs,
increase agent productivity, dramatically improve customer retention, and
generate additional revenue opportunities in the call center.
By implementing Vantive Support(TM) and Periphonics' IVR and
CallSPONSOR, call centers can leverage IVR technology to offer
self-service options, collect information or identify customers before calls are
passed to call center agents. This solution enables customers to quickly
access information, and empowers call center agents to spend less time on
the phone and provide quicker, more targeted responses to customers.
"We are very enthusiastic about our newly formed relationship with
Vantive, recognized as a leader in the front office software market for some
time. Offering a combined package to customers, Vantive along with
CallSPONSOR, we can provide a turnkey CTI/Call Processing/Customer
Management solution, unavailable anywhere else in the industry," says
Richard LeGrand, executive director, call center business development at
Periphonics.
Periphonics Selects Vantive
Periphonics also selected the Vantive Enterprise for its own use in
building a customer relationship management system for its rapidly growing
sales, marketing, and customer service organizations. Periphonics will be
utilizing Vantive Support, Field Service, Inventory and Procurement,
VanWeb, and Vantive Quality which links together product development
with field services and technical support. By implementing the Vantive
Enterprise suite of applications, Periphonics will have an integrated solution
for automating technical support, on-site service, spare parts management,
customer self-service, and product quality improvements and enhancements.
"We are delighted to work with Periphonics to promote the advantages of
the combination of our products, which will enable our customers to provide
excellent service to their customers while also increasing the efficiency of call
center operations", said Phillip Dunkelberger, executive vice president of
product, technology and marketing at Vantive. "We are also very pleased
that Periphonics will be implementing Vantive for customer relationship
management, taking advantage of the power of a single integrated Vantive
solution for the front office."
About Periphonics
Periphonics Corporation develops, markets and supports products and
professional services for Computer Telephony Integration (CTI) and for
Telecom Enhanced Network Services using technologies such as Interactive
Voice Response (IVR), speech input, messaging, fax and Web Browsers.
The Company's products and services automate call and transaction
processing, increase call center agent productivity, and often create new
revenue streams for its customers. Headquartered in Bohemia, New York
(Long Island), Periphonics has systems installed in more than 50 countries.
About Vantive
Vantive is a worldwide leader in the front-office software market with
more than 650 customers and $117 million in revenue in 1997. Vantive's
vision is to bring technology solutions to the front office that creates a
competitive advantage through strong and enduring customer relationships.
The Vantive Enterprise(TM) is an integrated suite of web-enabled software
that increases sales, marketing, call center, help desk and field service
effectiveness. Vantive Enterprise is differentiated by its rich functionality;
proven mobile solutions; component-based, high-performance architecture;
and time- and cost-effective implementations. Vantive is supported by
extensive software, consulting, and service partner programs that provide
further technology and vertical expertise as well as integration support.
Founded in 1990, Vantive is headquartered in Santa Clara, and distributes
its products in more than two dozen countries. Contact Vantive at
800-VANTIVE, 408-982-5700, or www.vantive.com. |
