Unisys establishes strategic relationship with Mosaix for customer relationship management
MAR 4, 1998, M2 Communications - Mosaix, Inc. (NASDAQ: MOSX) and Unisys Corporation (NYSE:UIS) today announced they have formed a strategic partnership to provide companies with highly secure software systems for managing their interactions with customers. Under the terms of the joint development and marketing agreement, Mosaix will integrate Unisys eNTerprise-class Single Point Security software with the Mosaix Call Management System.
The integration raises the bar on conventional call management systems by enabling companies to manage and control access to sensitive customer information across the enterprise, from call center transactions to fulfillment operations in the back office.
Call centers and "customer care" departments are emerging as a key battleground in the corporate struggle to retain customers and stand out from competitors. The Yankee Group, a Boston research firm, estimates that it is five to six times more expensive to acquire a new customer than it is to keep an existing one. U.S. companies are estimated to lose half of their customers every five years. As a result, companies now see customer relationship management as key to market differentiation, customer loyalty, and profitability.
The Mosaix and Unisys partnership will focus on large call centers in the financial services and telecommunications markets, accommodating centers with hundreds or even thousands of agents. Unisys Single Point Security software provides enterprise-wide management for these complex, heterogeneous environments. Single sign-on features control access to applications and servers across the enterprise, and the administrator can create user- and group-specific desktops, which limit and tailor an agent's view to authorized applications and servers. Automated security administration makes maintaining an up-to-date security environment easy, even with high turnover rates among call center agents. At the same time, single sign-on facilitates access to the applications and servers that an agent is authorized to use. This can result in measurable increases in productivity.
"The integration with Unisys Single Point Security solutions marks a new milestone in the call center industry," said Steve Adams, senior vice president of marketing for Mosaix. "Call centers are playing an increasingly strategic role in fostering closer ties with customers, and secure access to sensitive data is critical to protecting customer relationships. Unisys market leadership and recognition in NT-based security technology enables us to provide companies with a new class of customer management solutions that previously were unavailable to them."
Mosaix has generated broad interest in the corporate and information technology communities with its call center and customer relationship management software. In addition to handling large volumes of calls, Mosaix's solutions enable companies to interact more effectively with customers by integrating all channels of interaction -- including phone, fax, e-mail and Web site hits -- into a coherent business process. With a "360 degree view" of their customer relationships, companies can provide highly personalized services based on a customer's unique attributes, account history, and requirements.
"Interactive call centers combined with other facets of Enterprise Customer Management are mission critical differentiators. As business and client data becomes more integrated, the resulting information becomes more valuable and sensitive. Managed access is a major concern," notes Bill Maclean, vice president of marketing at Unisys. "Unisys and Mosaix address that concern by securing call centers in a manner that protects corporate information, measurably increases agent productivity, and easily adapts to each client's business processes and organizational structures."
Unisys is an information technology solutions provider that has a portfolio of information services, technologies and third-party alliances needed to help clients capitalize on their information asset to enhance their competitiveness and responsiveness to customers. Unisys expertise is founded on the strengths of three global businesses: Information Services, providing consulting, application solutions, systems integration and outsourcing; Computer Systems, providing industry-leading technologies; and Global Customer Services, delivering comprehensive services and products supporting distributed computing environments. Access the Unisys home page on the World Wide Web -- http://www.unisys.com
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Headquartered in Redmond, Wash., Mosaix, Inc. is a global provider of call management systems and customer relationship management applications that automate and optimize an organization's interactions with its customers. By employing Mosaix's enterprise customer management solutions, companies are creating and managing profitable customer relationships. The company maintains a global services and support organization and a network of development, co-marketing, and strategic partnerships. For more information, visit Mosaix on the Web at http://www.mosaix.com