CRM Solution orchestrates/streamlines customer interactions.May 10, 2006 -
Managed Customer Interaction Solution helps enterprises streamline and modernize contact center operations with component services such as use of Global Services Network, customer self services, and customer intelligence services. Program implements single model for governance of distributed multi-provider environment and leverages technologies that integrate front and back office systems and processes. It provides visibility and control of entire customer experience.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
Original Press release
Electronic Data Systems Corp. (EDS)
5400 Legacy Dr.
Plano, TX, 75024-3199
USA
EDS Launches New CRM Solution that Orchestrates and Streamlines Customer Interactions
ORLANDO, Fla., April 4 -- GARTNER OUTSOURCING SUMMIT -- EDS (NYSE:EDS) today announced the launch of its Managed Customer Interaction Solution to help enterprises streamline and modernize their contact center operations while providing a total operating cost savings of up to 25 percent. EDS' solution is aimed at enterprises considering a technology refresh, contact center consolidation and optimization of their mix of onshore and offshore service providers. Component services include:
o EDS uses a Global Services Network to deliver its global assets, providing clients with access to a reliable and scaleable platform that enables new, integrated applications for call centers.
o Multi-vendor management that drives standard tools and processes across all contact center providers in the enterprise. This allows businesses to take advantage of higher-skilled or lower-cost labor pools, link dispersed agents into virtual groups and perform dynamic load balancing while providing cost-effective 24x7 service.
o Contact Center Management Services that optimize agent performance through enterprise routing, workforce and quality management.
o Customer Self Services that provide seamless integration to lower-cost channels such as interactive voice response and speech recognition.
o Customer Intelligence Services that maximize performance management capabilities through actionable dashboards, reports and real-time notifications and alerts.
"Managed Customer Interaction Solution enables our clients to integrate the business processes that orchestrate and streamline interactions throughout the customer life cycle, leverages a platform of leading technologies that integrates front and back office systems and processes, and implements a single model for governance of a distributed multi-provider environment," said Matt Appel, vice president, Business Process Outsourcing (BPO) Product Management.
EDS will tailor the solution to its customers' needs and offers a consumption based pricing model.
"EDS' solution also provides a company greater visibility and control of its entire customer experience," said Fariba Rawhani, vice president, EDS Business Transformation Outsourcing CRM Services. "From marketing, to sales, to support, a company can effectively manage customer growth and retention strategies."
EDS supports more than 500 clients in 214 contact centers with a total of 22,000 agents in 25 countries, providing support in 43 languages providing customer satisfaction with ratings averaging 98 percent.
About EDS
EDS is a leading global technology services company delivering business solutions to its clients. EDS founded the information technology outsourcing industry more than 40 years ago. Today, EDS delivers a broad portfolio of information technology and business process outsourcing services to clients in the manufacturing, financial services, healthcare, communications, energy, transportation, and consumer and retail industries and to governments around the world. Learn more at http://www.eds.com/ .
CONTACT:
Doug DeLay -- EDS
972 797 3656
doug.delay@eds.com
Kimberly Walton -- EDS
972 989 4559
kimberly.walton@eds.com
|
|
|
|
|
|
|
| 
