CMVT & Radiance Communications make deal with Singapore Press Holdings
biz.yahoo.com
Thursday April 26, 8:20 am Eastern Time
Press Release
Comverse Infosys And Radiance Communications Provide Innovative Customer Experience Management Solution To Singapore Press Holdings
Intelligent Recording Solution Deployed To Provide Business Intelligence
WOODBURY, N.Y.--(BUSINESS WIRE)--April 26, 2001-- Comverse Infosys, Inc., a subsidiary of Comverse Technology, Inc. (NASDAQ: CMVT - news) and a leading provider of business intelligence through digital recording and analysis of voice, data and video for contact centers, law enforcement and commercial enterprises, and Radiance Communications, a leading business communications solutions provider in Singapore, announced today they are providing an integrated contact center solution to Singapore Press Holdings (SPH). Comverse Infosys will provide full-time recording, quality monitoring and an interactive coaching tool while Radiance will provide integration services and other equipment for SPH's Classified Call Center in Singapore. Installation and maintenance of the recording and monitoring system will be performed by Comverse Infosys' subsidiary in Singapore, which serves South East Asia.
SPH is a premier information provider in Singapore and Asia and is one of the region's largest publishers. Its core business in newspaper publishing earned over $804 million in advertising revenues for fiscal 2000. SPH selected ULTRA(TM), Comverse's Intelligent Recording(TM) platform, for customer experience management and ULTRASelect(TM) for quality monitoring, enhanced with the Supervisor Dashboard(TM), an interactive, e-Coaching(TM) tool. SPH will use ULTRA to assure the accuracy of classified advertising and e-Coaching to assist agents who are working with customers on the phones in real-time.
The system will be integrated into SPH's Classified Call Center by Radiance Communications Singapore, which provided SPH with their complete call center solution built around an Avaya Definity 8 switch. Radiance is the leading supplier of business communications and value-added solutions in Singapore. Radiance selected Comverse as their preferred vendor to provide complete customer experience and customer relationship management solutions to their customer base in South East Asia.
Ms. Elsie Chua, Vice President, Classified Advertisements, Marketing Division of Singapore Press Holdings Limited commented, ``Comverse was selected based on their technological edge, enabling us to schedule monitoring sessions and playback both audio and screen data. With this, we are able to evaluate and review call handling more effectively and increase our level of efficiency and customer service, as well as improve the customer's experience.''
ULTRASelect is a unique multi-application quality management platform for contact centers. ULTRASelect provides a 360-degree view and analysis of agent-customer interactions, workflow, CRM and customer experience in today's contact centers. Incorporated in ULTRASelect is the Supervisor Dashboard, a real-time e-Coaching tool that allows contact center managers to assist agents with calls in progress. e-Coaching tools include interactive chat, whiteboard-based support materials, real-time conferencing of voice and screens, and interactive video. SPH is the first contact center to use the Supervisor Dashboard in South East Asia.
``Our relationship with Radiance Communications enables Comverse Infosys to deliver quality recording solutions and CRM tools to leading companies such as SPH,'' stated Dan Bodner, President and CEO of Comverse Infosys. ``By helping SPH to better understand their customers' experiences, the Comverse solution will provide valuable business intelligence across the entire enterprise.''
Mr. Chan Chee Kheong, CEO of Radiance Communications commented, ``We are proud to have Comverse Infosys as a key strategic partner and are confident that the synergy between both companies will create a major impact for contact centers in Singapore. Radiance and Comverse Infosys' South East Asia group in Singapore will continue to work closely together to provide the state-of-the-art solutions and excellent services our customers have come to expect from us.''
About Radiance
Radiance Communications Pte. Ltd., was inaugurated on June 18, 1999 by the synergistic partnership between the business communications equipment arm of Keppel Telecommunications and Transportation (Keppel T&T) and Singapore Telecommunications Limited (SingTel). Radiance's forte is in the business of communications solutions sales, consultancy, installation, maintenance and outsourcing services supporting up to 10,000 users with products to meet call center, computer telephony integration, voice mail, unified messaging, integrated voice response, internet telephony and wireless PABX solutions needs across all industries. For more information on Radiance Communications, visit Radiance at radiancecomms.com or call the Radiance Marketing Hotline: 65-395-2222.
About Comverse Infosys, Inc.
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For more information on Comverse Infosys, Inc., visit Comverse at cominfosys.com.
About Comverse Technology, Inc.
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Visit Comverse Technology's web site at cmvt.com. |
