E.piphany is attempting to reposition itself as a full suite rather than a niche CRM application provider by coming out with new call centre applications dubbed Service 6.0.
To date, the company has only provided customers in the financial services, telecommunications, automotive and travel and leisure markets with sales force and marketing automation packages, which are currently branded under the E.6 marketing moniker.
Soren Pallesen, head of product marketing for Europe, the Middle East and Africa, said Service 6.0 was regarded as the final component in E.piphany’s application suite, and explained how it was trying to differentiate its offerings from the wealth of rivals on the market.
“This is a full J2EE-based suite and is a component-based solution based on web services technology. Business can take the out-of-the-box functionality of the Service product and use web service components to build highly tailored applications,” he said.
“We see this as quite revolutionary in approach. We are the first to deliver on web services and this technology means we can deliver our systems fast so companies get a quicker return on investment. We can get a contact centre deployment up and running in less than three months compared to one to two years with rivals,” Pallesen claimed.
Service 6.0 comprises six applications - a contact centre package, customer support, email response management, web self-service, wireless self-service and Insight for services, which handles analytics and reporting.
The offering is scheduled to ship at the end of the month, with a 400 user deployment starting at $250,000.