Call Center Magazine Editors Choose Sideware
Enterprise Interaction Suite (EIS) 4.0, a customer service solution from Sideware, has been honored with Call Center Magazine's Editor's Choice award. The award is given after a through review and is bestowed upon solutions that enhance call center environments and increase productivity. Call Center Magazine provides extensive insight into the industry and is read by call center managers, help desk managers, IT managers and other professionals who are involved in the operation of call centers and customer support departments.
“We are very honored that the editors of Call Center Magazine have selected Sideware's EIS 4.0 solution for the Editors' Choice award in this month's issue,” said James Speros, president and CEO of Sideware. “This award ties in well with the recent launch of our 4.0 solution and the fact that our two new channels, self-service and wireless, are now generally available along with our Web collaboration, email management and computer telephony integration modules. I am especially pleased because this is the third award that our product suite has won since it was released in January 2001.”
Sideware's EIS 4.0, available as a licensed product or an ASP service, was given the honor for its ability to route calls and online queries into a unified system, allowing customers to access a Web-based knowledge bank. The comprehensive eCRM (electronic customer relationship management) system enables customers to contact agents through multiple channels — e-mail, phone, chat and voice-over-IP — where they receive customized and personalized interaction and solutions. Additionally, Sidewares EIS collaborative system can be deployed across all customer touch points where it collects all the relevant information the enterprise has compiled on its customers.
Based in Reston, Va., Sideware provides online collaboration solutions that create enhanced Internet-based customer service. Sideware is an independent software
vendor (ISV) of IBM. Other key strategic business partnerships include ties
with Oracle Corp., Sun Microsystems and SAIC
