North Vancouver, BC, September 29, 1999
Call Center Magazine recognizes Pivotal with Editors' Choice Award for enhancing the call center environment
— Pivotal Corporation (Nasdaq: PVTL), a leading developer of eBusiness and customer relationship management solutions, today announced that Pivotal eRelationship™ has been awarded the Editors' Choice Award by Call Center Magazine. The award credits Pivotal's comprehensive customer relationship management solution (CRM), which includes modules for traditional and Internet-based sales, marketing, customer service, and telemarketing, with improving a company's ability to easily share information obtained by its call center with other corporate departments. The Editors' Choice Award is based on a rigorous, hands-on evaluation by Call Center Magazine staff and requires that products deliver measurable benefits in call center efficiency and effectiveness.
"The call center is ground zero for the customer relationship management process," said Norm Francis, president and CEO, Pivotal Corporation. "It is the front line for customer interactions, service and one-to-one relationships-you can't be a CRM leader without proving yourself in the call center. This award reflects our leadership in call center solutions and validates our strategy to transform call centers into the 'interaction centers' of the new eBusiness economy.
The Pivotal eRelationship call center solution provides best in class capabilities for inbound and outbound customer service, telesales, telemarketing and technical support representatives. Pivotal's call center solution reaches beyond traditional call center telephony technology to extend high-quality responsiveness for all communication mediums, such as Web chat, voice-over-Net, Web callback requests, email and fax. These new forms of digital communications are supported through common processes for identification, prioritization, and intelligent call and message distribution. This enables organizations to quickly respond to customers, close the loop between the call center and the rest of the organization and increase revenue.
RESPOND TO CUSTOMERS' NEEDS
With prioritization, automated routing and up to the minute access to all customer interactions, customer history, support incidents and contract status, Pivotal eRelationship empowers call center professionals to efficiently capture, track and resolve customer issues.
CLOSE THE LOOP
An integrated customer relationship management solution, Pivotal eRelationship enables the call center to share crucial customer information with the entire company. Enterprise-wide information access enables the extension of one-to-one customer relationship management to those who service and nurture the customer after the sale.
With customer loyalty secure, Pivotal eRelationship enables companies to sell into an existing customer base, maximizing the value of every customer relationship. Instant access to details on customer purchases and buying patterns-details about new products, options and promotions-allows support representatives to cross-sell and up-sell while handling customer issues, thus turning the interaction center into a revenue generating operation.
"For the support organization, implementing Pivotal eRelationship has allowed us to offer the option of 7x24 and premium tier service that we can now charge for. We are able to replicate best practices across the entire support department and quickly and accurately handle approximately 1000 calls a day with increased convenience to our customers," said Dave Galloway, director of worldwide technical support for Seagate Software.
Pivotal Corporation is a global supplier of 360° eBusiness Relationship Management solutions that enable organizations to increase revenue by enhancing relationships with customers and business partners and conducting personalized online commerce. Pivotal's eBRM solutions fuse eCommerce, customer relationship management and business portals to automate sales, marketing, and customer service relationships between employees, business partners and customers over the Internet and corporate networks.
Pivotal's international distribution channel consists of direct salespeople, certified value-added resellers, systems integrators, technology partners and distributors. The company has more than 600 customers worldwide with more than 65,000 licensed users. Customers include Yahoo, Excite@Home, BottomLine Technologies, Micrografx, Hewlett-Packard Co., UNOCAL, Inc., Kimberly-Clark Corporation, Intel Corporation, Siemens Electric Ltd., USG Corporation, Lucent Technologies, Holophane Corporation, The Principal Financial Group and Sun Healthcare Group.
This release contains certain forward-looking statements that involve a number of known and unknown risks, uncertainties and other factors that may cause actual results of events to differ materially from those anticipated in our forward-looking statements. Factors that could cause actual results to differ materially include: rapid technological changes in the industry; volatility in the market price of the company's common stock; the company's ability to successfully manage its growth; the ability to maintain and grow successful third party relationships, to improve current products and develop new products, to adequately protect the company's proprietary rights, and other factors as described in the company's SEC filings. Although we believe that the expectations reflected in our forward-looking statements are reasonable, individual results may vary, and we cannot guarantee future results, levels of activity, performance or achievements or other future events. Moreover, neither we nor anyone else assumes responsibility for the accuracy or completeness of forward-looking statements.