Teloquent Interchange Certified ca smart With Computer Associates' Unicenter ServicePlus Service Desk

Business Wire, Jan 7, 2003

Business Editors/High-Tech Writers

BILLERICA, Mass.--(BUSINESS WIRE)--Jan. 7, 2003

Teloquent Communications, an industry leader in multichannel customer interaction management and best-of-breed CRM integration, today announced that its Interchange Server has been certified ca smart with Unicenter ServicePlus Service Desk from Computer Associates International, Inc. (CA). Working together, Interchange Server and Unicenter ServicePlus Service Desk deliver seamless telephony integration that serves to boost the manageability, flexibility, and efficiency of today's service desk operations while improving their ability to support customer demands.

"By providing a voice front-end for ServicePlus Service Desk clients that intelligently routes inbound calls and reports on multi-channel contact activity, Teloquent's Interchange Server enables customer service managers to make their support centers more effective and efficient," said Stacy Leader, VP of CA's Solution Partner Program. "The combination of CA and Teloquent technologies thus lets companies do a better job of satisfying their customers' requirements while reducing their cost of operations."

Teloquent Interchange, the company's flagship Customer Interaction Management platform, integrates all communication channels and customer relationship management (CRM) applications on the desktop, creating a unified contact center to increase customer service representative productivity and responsiveness.

CA's Unicenter ServicePlus combines complementary, state-of-the-art component technologies to accelerate and improve customer service processes, to track and proactively manage service workflows, and to optimize the use of human and knowledge resources.

Through integration with CA Unicenter ServicePlus Service Desk, Teloquent Interchange improves the quality and efficiency of customer service, by providing telephone customers interactive voice response, realtime trouble ticket status, intelligent customer routing, and data "screen-pop" for Unicenter ServicePlus Service Desk agents. When deployed together, the solutions set the standard for streamlined computer-telephony integration in a Help Desk service environment.

The ca smart seal is earned by solution partners who deliver eBusiness value and technical excellence through the integration of their products with CA software solutions.

"Capitalizing on the ca smart certified integration between Teloquent and Unicenter ServicePlus Service Desk, customers can quickly and cost effectively add new levels of automation to their help desk interactions, significantly improving service levels while further reducing existing support costs. Because Interchange has been designed to reuse legacy infrastructure, many Teloquent customers have seen global system deployments completed in weeks rather than months, which dramatically enhances their ROI. We're excited to be able to bring these specialized, value-added capabilities to CA's large base of Unicenter ServicePlus customers " commented Teloquent CEO Bruce Bower.

About Teloquent Communications

Teloquent markets an industry leading multi-channel router, equipped with open architecture APIs to leverage existing voice and data infrastructure and enable rapid migration to best-of-breed solutions. Teloquent Interchange integrates all communication channels and customer relationship management (CRM) applications on the desktop, creating a unified contact center to increase customer service representative productivity and responsiveness. For more information, visit www.teloquent.com, or contact Teloquent via email at info@teloquent.com or telephone at 1-888-TELOQUENT

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