New software designed to deliver personalized services - Mosaix targets high end of call center business

Mosaix (www.mosaix.com, Booth #231) announced it is shipping ViewStar 5.0-Call Center Edition, its new customer relationship management software. In addition to improving call center efficiency, the package reportedly enables companies to build customer retention by delivering highly personalized services according to individual attributes and history. It automates the agent-customer interaction and creates an enterprise workflow based on serving customers through fulfillment of their requests.

The software provides agents with real-time updates on the status of individual accounts--such as whether a loan request or order has been processed--enabling them to handle customer inquiries with a minimum number of transfers or other delays. It also enables companies to coordinate interactions with customers via phone, fax, E-mail and the Internet.

That coordination is intended to provide agents with the insight needed to anticipate a customer's needs and deliver personalized services.

The package also includes a Service Level Manager feature that enables call centers to define service levels for various types of customers based on their status, such as gold or platinum, across all work types. The Service Level Manager assigns and distributes work to agents based on attributes of the customer and according to preset service level parameters.

According to Bill Zoellick, director of CAP Ventures (www.capv.com), "It's pretty clear Mosaix is knuckling down to concentrate on the high end of the call center, and I think that is good for them. They need to get a clearer high-end position, and they are doing that."