Cisco, E.piphany merge contact centre offerings

Cisco, E.piphany merge contact centre offerings

Cisco Systems and E.piphany announced on Tuesday that they are joining forces and bundling a variety of their software products in an effort to make customer contact centres smarter.

A package combining Cisco's customer contact software platform and E.piphany's E.5 suite of Web-based customer relationship management (CRM) applications is available immediately, the companies said. E.piphany's customer intelligence platform will be added in December, the companies said in a news release.

The combined software package is designed to help traditional customer call and support centres -- which are increasingly incorporating networking technology based on IP (Internet protocol) -- become more intelligent. The new package offers enterprise-wide network routing that is optimised for support centres, and offers customer contact operators real-time access to customer data, allowing for better service, according to E.piphany.

Cisco and E.piphany have partnered with KPMG Consulting and Hewlett-Packard to provide management consulting and deployment services around the combined product, E.piphany said.

Financial details of the agreement were not disclosed. The name of the software package and pricing was not immediately available.

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