>> Expanded partnerships dramatically enhance company’s distribution capabilities
Informiam, the leader in Customer Experience Optimization, announced today that many Fortune 500 corporations are now benefiting from Informiam’s market leading performance management solutions integrated with Cisco’s Unified Contact Center offerings.
“The next killer business apps are those that can take advantage of existing technologies to dramatically enhance responsiveness to the customer and increase market adaptability,” said Laurent Philonenko, vice president and general manager of Cisco’s Customer Contact Business Unit. “Informiam’s real-time performance management offerings, in conjunction with the Cisco Unified Contact Center solutions, help enable businesses to optimize every customer interaction.”
Von Wright, vice president of AT&T commented, “With the size of our customer base and the competitiveness of our industry, we cannot afford to be blind to even small issues in our contact centers. Informiam’s solutions provide our centers and senior leadership with real-time visibility into our customers’ experience and allow us to respond immediately when we do have a problem. What we now know instantaneously used to take us weeks of offline data pulls and analysis.”
“In today’s world, creating consistently superior customer experiences is a key differentiator and brand-builder,” said Informiam Chairman Steve Kostyshen. “Informiam’s products allow our customers to ‘Know it now’ and ‘Solve it now’. Working with Cisco’s Unified Contact Center, we are able to provide unique business value that no one else can match.”
Additionally, Informiam announced today that it has joined the Cisco SolutionsPlus program and will work with Cisco to provide customer experience management solutions. The Cisco SolutionsPlus program offers a one-stop ordering experience for customers, channel partners and Cisco sales teams for select third-party products and applications. Informiam solutions have been added to the Cisco global price list as of July 1, 2007.
Kostyshen added that Cisco’s global reach will further extend sales for Informiam solutions. “Already, Cisco and Informiam have common customers that include leaders within the Financial Services, Logistics, Retail and Communications industries. Our inclusion into the Cisco SolutionsPlus program demonstrates the importance of our combined value proposition and offers our customers confidence in our vision and execution,” he said.
Informiam’s software supercharges contact center performance. Informiam’s software monitors every individual customer interaction, proactively identifies issues and opportunities, and translates these events into business oriented, actionable responses. Informiam’s unique meta layer takes raw contact center data from multiple sources and automatically transforms it to a readily understandable business context. In this way, executives, customer care managers and business leaders have a common vocabulary that they can deploy to ensure complete customer satisfaction, sales and maximize contact center productivity.
Informiam’s solutions work equally well in both traditional TDM environments as well as new IP based environments. Informiam solutions provide a consistent viewpoint regardless of underlying architecture and are often used to ease the transition to the new IP based technologies.
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multichannel contact management over an IP infrastructure.
About Informiam
Informiam (www.informiam.com) is the pioneer in solutions that help enable organizations to proactively optimize their customers’ experience. These next-generation solutions correlate business and productivity events, instantly alerting managers and supervisors to the contact center issues that matter, so they can effectively manage their resolutions before they damage customer relationships and business performance. Informiam delivers proactive contact center management solutions to customers across an array of industries, including Financial Services, Retail, Telecommunications, Hospitality and Logistics. For more information, call 866-630-8808.
