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e-Glue Launches Guideline 5.4 For Contact Centers

May 11, 2005

From the floor of the Call Center Demo & Conference in Orlando, Florida, e-Glue Software Technologies today launcheGuideline 5.4, a new version of the company's real-time customer interaction optimization software suite for contact centers. Featuring an improved graphical user interface, Guideline 5.4 is aimed at enabling companies to attain sustainable performance improvements at their contact centers. 

Guideline 5.4 introduces new capabilities to the suite's authoring tool, The Builder. The Builder (which sounds kind of like a rejected superhero name) enables nontechnical business users to define the business processes and workflows that can impact the performance of their contact centers. In this new version, companies can create HTML balloons that interact in real-time with knowledge management systems (imagine a superhero's superpower is HTML balloons...), ensuring that the agents are presented with relevant and up-to-date information. Also added to The Builder are one-to-one customer management capabilities for enabling enterprises to define a set of treatments for customer groups or a unique set of rules for each customer. 

The suite facilitates tailored customer interaction experiences by enabling business processes to follow decision-tree logic, and in Guideline 5.4, enterprises can create real-time surveys. The company's newest version of its software suite also features a new content-management system, enabling companies to define different levels of agent support based on experience levels.

Press release is below.

e-Glue Software Technologies Announces Guideline 5.4 for Contact Centers
Customer Interaction Optimization Suite Individualizes Customer Support and Introduces Dynamic Knowledge Delivery and Survey Capabilities
 
Hoboken, NJ, May 11, 2005 – e-Glue Software Technologies launches today Guideline™ 5.4, a new version of the company's flagship real-time customer interaction optimization software suite for contact centers at the Call Center Demo & Conference in Orlando, Florida, May 10-12, 2005. With Guideline 5.4, companies can realize significant and sustainable performance improvements at their contact centers through personalized customer service, dynamic knowledge delivery, and increased customer feedback through real-time surveys.

“Developing true one-to-one customer relationships at the contact center means delivering personalized customer interaction experiences for every caller,” says Shay Grinfeld, CEO, e-Glue USA . “e-Glue Guideline brings together customer profile data and the information from the call to help companies serve each customer individually.”

Featuring an improved graphical user interface, Guideline 5.4 introduces powerful new capabilities to the Builder, the suite's authoring tool. The Builder enables non-technical business users to define the business processes and workflows that will impact the performance of their contact centers. In this new version, companies can create HTML balloons that interact in real-time with knowledge management systems, ensuring that the information presented to agents is relevant and up-to-date.

Guideline 5.4 facilitates tailored customer interaction experiences by enabling business processes to follow decision-tree logic. Customer feedback determines the next step within a business process. With more flexible process support, agents are able to respond more effectively to customer needs and the individual circumstances of the call.

Guideline's real-time collection of customer data adds to the business intelligence of companies. In Guideline 5.4, enterprises can create real-time surveys that increase customer feedback and participation.

“e-Glue is focused on enabling our customers with the ability to capture targeted, market intelligence in the most effective way” says Lee Magnus, Vice President, Business Development, e-Glue USA . “e-Glue Guideline's real-time surveys are designed to be conducted during the call when the targeted customer is engaged, reducing the cost of conducting outbound survey campaigns and increasing the response rates, without significantly impacting call handle times.”

Guideline 5.4 features a new content management system, enabling companies to define different levels of agent support based on experience levels. New agents can receive detailed, step-by-step performance support in the live environment, creating a seamless transition from the training environment. Companies may determine that experienced agents, on the other hand, should receive support only in new or less often performed business processes.

Guideline 5.4 also adds one-to-one customer management capabilities to the Builder, enabling enterprises to define a set of treatments for customer groups or a unique set of rules for each customer. Business to business companies will be able to rapidly implement customer rules supporting complicated processes and business arrangements at their centers.

About e-Glue Software Technologies

Founded in 1996, e-Glue Software Technologies is a leading provider of real-time customer interaction optimization solutions that create operational efficiencies, increase sales revenue and improve the customer experience. e-Glue Guideline™, the company's flagship software suite helps enterprises leverage existing technologies, processes, and resources to realize rapid and sustainable productivity gains. The company is headquartered in Hoboken, New Jersey with R&D facilities in Israel . For more information on e-Glue, visit http://www.e-glue.com .



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