By integrating its powerful InTeleStage Campaign Suite with Oracle’s Siebel Customer Relationship Management (CRM) software, Business Logic Systems is offering contact centre agents a uniquely holistic view of consumers’ accounts, loyalty status and response to marketing promotions, enabling them to be more responsive to subscribers.
The interface also allows marketers to plan and execute up-sell and cross-sell marketing campaigns via the contact centre, by linking directly to the InTeleStage Campaign Suite.
Stewart Goldberg, executive chairman at Business Logic Systems, stated: “Customers’ frustration at being kept waiting by call centres is legendary. The new interface between InTeleStage and Siebel enables customer account and marketing data to be integrated seamlessly, giving call centre operators a clearer, more joined up picture of customer activity. The ability to see, at a glance, all of the actions affecting a customer’s account, and the recent promotions they have responded to, means they can service consumers much more efficiently - and satisfactorily - enhancing the customer experience and boosting loyalty.”
Business Logic Systems’ InTelestage Campaign Suite enables marketing departments to access, analyse and act upon customer event data, in real time, to create a continuous closed loop campaign process. It delivers the ability to run multiple concurrent campaigns to highly targeted micro segments, creating an interactive, two way dialogue with customers, via their preferred communication channel.
All modules in the Campaign Suite have been designed specifically to offer easy integration with third-party systems, enabling platform providers and developers to easily create fully automated, innovative marketing solutions that increase the value of existing IT investments.
The new Siebel interface enables mobile phone operators to link their customer profiling and marketing software with core CRM systems and customer loyalty information, completing the customer management loop. Importantly, this gives operators a complete picture of the subscriber across all points of contact.