Lucent has unveiled its new customer relationship management (CRM) offering, CRM Central 2000, which integrates the workflow software from its earlier acquisition of Mosaix with its own range of call centre products. CRM Central 2000 directs customer queries received over the telephone, online, by fax, letter or email, to the appropriate staff member based on certain user defined criteria such as customers' historical information.
Users can integrate the offering with enterprise software from companies such as Siebel Systems, Oracle, Peoplesoft and SAP and it will also support telecoms equipment from Lucent's arch rival, Nortel.
CRM Central 2000 is based on Lucent's call centre applications, which include automatic call distribution software and an interactive voice response module to greet customers that phone the call centre and route them to the relevant operator.
The offering will ship in the US and UK in September and will be rolled to other selected countries by the second quarter of 2000.
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