VoIP-Based Software-Only Contact Center System Simplifies CRM Integrations24 June 2005
Nuasis(TM) Corporation, the IP contact center company, announces that it has integrated its software-only, IP-based contact center system with Oracle CRM.
The Nuasis NuContact Center handles customer inquiries via the phone, e-mail, Web and fax. The integration of the Oracle CRM application with the software-only, IP-based Nuasis contact center system extends the CRM investment and increases contact center efficiency and productivity.
According to a global media outlet that operates a worldwide call center, "We opted to deploy the Nuasis Pure IP contact center versus a hybrid IP system for the following strategic benefits: multi-media gives us phone and email on one system; flexible multi-site networking with scalable system architecture that matches the needs of the business; and cost savings associated with functionality like CTI Built-in to integrate CRM applications at no additional cost."
When CRM applications are integrated with the NuContact Center, companies can immediately "pop" existing customer information from the CRM database onto the contact center agent's desktop, thereby providing the agent with detailed customer information so that the call/email/web chat can be handled faster and more efficiently. Nuasis customers are reporting that the combination of the IP-based contact center integrated with their existing CRM applications allows them to shave 30-45 seconds from every customer contact.
Nuasis reports that nearly 100 percent of its customers are integrating their CRM applications with the NuContact Center. Comparatively, industry analysts note that only 20 to 30 percent of enterprises integrate their CRM applications with their contact center systems. For Nuasis customers, no costly hardware or middleware, nor CRM APIs are required for CRM integrations. Furthermore, there is also no requirement for complex and costly professional services.
About the Nuasis NuContact Center
As a single, distributed system, the NuContact Center replaces multiple legacy ACD systems. It intelligently routes and queues customer contacts across multiple geographically dispersed service centers taking full advantage of VoIP technology. It delivers a new level of system reliability while leveraging investments in the existing enterprise network. It also offers low cost of deployment and the quickest payback of systems on the market by reducing labor, hardware and network costs.
About Nuasis Corporation
Nuasis Corporation, the IP contact center company, provides companies with enterprise software that improves customer service and reduces call center operating costs. The company's product, the NuContact Center, is leading the transformation of the customer contact center from proprietary circuit-based ACD switches to IP-based enterprise software applications for intelligently routing customer inquiries via the phone, e-mail, and Web. It competes against call center products offered by companies like Aspect Communications (Nasdaq: ASPT), Avaya (NYSE: AV) and Cisco Systems, Inc. (Nasdaq: CSCO). Headquartered in Mountain View, California, Nuasis has offices in major metropolitan areas across the United States.
Source: Business Wire
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