CRM Briefs

--> ATG forms strategic alliance with Hyperion; --> AMC Technologies, releases ERMS for mySAP CRM; --> E.piphany will ship a new module for its CRM suite...

ATG (Art Technology Group, Cambridge, MA), a developer of online CRM solutions for commerce, portals and relationship management, will form a strategic alliance with Hyperion, (Sunnyvale, CA), a business performance management software provider. Utilizing Hyperion's Essbase XTD-the company's integrating platform for business performance management-ATG Analytics will integrate with the ATG Relationship Management Platform and the ATG Commerce and ATG Portal solutions. ATG Analytics allow for the aggregation, investigation and visualization of data to help business users to identify trends and customer behavior patterns, enabling for the insight needed to measure performance, anticipate results and drive profitability, claim the two alliance partners.

Richmond, VA-based AMC Technologies, a provider of multi-channel communication technology for SAP contact centers, has released ERMS for mySAP CRM. The product is an email response management system developed for use with mySAP Customer Relationship Management. The new application, says AMC, will increase productivity and reduce costs in contact centers by enabling companies to process large volumes of incoming e-mails more efficiently and effectively. The solution features response management capabilities, universal queuing, intelligent routing, content management and analysis and reporting of incoming e-mails.

E.piphany Inc. (San Mateo, CA) will ship next week a new module for its customer relationship management suite that combines sales and service capabilities in one call center application. Service 6.0 gives call center employees access to marketing recommendations, campaign information and customer profiles. The product also lets a call center rep enter details of a conversation while the customer in on the line. Also, a list of suggested products with a sales script will pop up on screen for the rep. The sales application includes more service-oriented features to help sales staffs create a more personal relationship with the customer, according to E.piphany.