Solution Optimizes Inbound Interactions for Telecommunications Industry; Reduces Churn and Increases Customer Value across Multiple Channels
SAN MATEO, Calif. – March 25, 2003 – E.piphany, Inc. (Nasdaq: EPNY), a full-suite provider of customer relationship management (CRM) software, today announced the immediate availability of E.piphany® Interaction Advisor for Telecommunications, a new solution that combines contextual and historical customer data from across the enterprise to turn inbound customer interactions into immediate opportunities that improve customer retention and increase cross-sell revenue. Uniquely designed for today’s telecommunications organizations, the solution includes pre-packaged data models, business processes, and campaign templates reflecting industry best practices, and allows for customer implementations to be deployed in a matter of weeks.
A hyper-competitive business climate and poor service quality have caused telecommunications companies to suffer from soaring customer churn, high customer acquisition costs, and lower profit per customer. Based on customer acquisition costs alone, churn costs the telecommunications industry tens of billions of dollars annually. In addition, many telecommunications companies are seeking to cross-sell products to increase customer share-of-wallet. Building on E.piphany’s patented real-time data analytics capabilities, E.piphany Interaction Advisor applications directly tackle these primary pain points in the telecommunications industry. The solution works across multiple channels in a coordinated fashion, and is particularly geared for the contact center, Web-self service, and mobile devices. Additionally, the system offers the ease and flexibility to leverage existing technology systems. E.piphany Interaction Advisor has provided immediate business value for leading telecommunications organizations around the world.
“The impact of customer defections on the telecommunications industry is enormous,” said Phil Fernandez, executive vice president of products and marketing at E.piphany. “Our experience with more than a dozen wireless, wireline, and diversified providers in the telecommunications industry enables us to help companies combat falling revenues by taking advantage of the ‘golden moment’ when customers can be influenced – the moment when a customer has chosen to interact with the company. E.piphany Interaction Advisor for Telecommunications helps companies leverage inbound customer contacts to reduce churn, increase cross-sell, and optimize the value of each customer relationship.”
E.piphany Interaction Advisor for Telecommunications is a one-of-a-kind marketing solution that turns every inbound customer interaction into an immediate business opportunity. The solution blends information about real-time behavior from telephone calls, Web interactions, and mobile device interactions together with customer demographics, transactional data, and other information from across the enterprise. Guided by strategies set by the marketing user, the system combines this data with sophisticated on-line analytic technologies to calculate offer acceptance probabilities, and selects and presents the best offer for each individual customer. As customers accept and decline offers, the self-learning analytics continuously adjust predictive models to improve customer interactions without human intervention. The result is ROI in as little as six months.
E.piphany Interaction Advisor for Telecommunications is available immediately, and can be purchased as an individual solution or in combination with other elements of the E.piphany E.6 CRM software suite. E.piphany also today announced E.piphany Interaction Advisor for Retail Finance in a separate news release. For more information, please contact E.piphany’s sales organization at 1-877-764-4163 or on the Web at: www.epiphany.com
E.piphany is a leading provider of marketing, sales, and service solutions for the largest global enterprises. The company's integrated CRM suite, the E.piphany E.6 software solution, is driven by real-time intelligence to enable global businesses to understand their customers and take the optimal actions to improve customer satisfaction, increase revenue, and reduce costs. E.piphany E.6 solutions are built on the industry's most advanced, component-based CRM platform, resulting in fast and easy deployment and adoption. Leading companies, including more than 35 of the Fortune 100, use E.piphany software products to enhance their customers' experiences, enable organizational effectiveness, and drive value. With worldwide headquarters in San Mateo, California, E.piphany has regional operations and offices throughout North America, Europe, Asia Pacific, Japan, and Latin America. For more information, visit us at www.epiphany.com .
E.piphany and the E.piphany logo are trademarks of E.piphany, Inc., registered in the United States and other jurisdictions, and E.6 is a trademark of E.piphany, Inc. All other trademarks are the property of their respective owners.
This press release contains forward-looking statements regarding E.piphany products and product features. The success of the products described above of E.piphany may differ from the results discussed or forecasted in the forward-looking statements. Factors that could cause actual results to differ materially from the forward-looking statements include, but are not limited to: risks associated with new versions and new products; compatibility of E.piphany’s software with other software programs; delays in the development or release of new applications or application enhancements; customization, deployment and/or operational delays or errors associated with E.piphany’s applications or those of third parties; implementation of products and services; existence of errors or defects in products; rapid technological change; significant current and expected additional competition; and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of E.piphany are included in E.piphany’s Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at www.sec.gov. E.piphany assumes no obligation to update the forward-looking statements in this press release.
Investor Relations Contact For E.piphany:
Todd Friedman, E.piphany, 650-356-3934, [email protected]