Alcatel, EBSuite Team Up for CRM

EBSuite.com a hosted CRM vendor, has announced a formal partnership with Alcatel (News - Alert) for their North American operations.

An Jiang, CEO, EBSuite.com said Alcatel will offer a web based front-end and back-end internal customer support product for its employees in North America.

Alcatel officials say EBSuite’s Customer Support-Help Desk product will help the North American Human Resources Information Center organization “accurately record and track every employee point of contact across all personnel, functions, departments and call centers and efficiently escalate issues as required.”

David Mortensen, senior project manager for Alcatel North America IT CRM said after evaluating “many CRM systems,” the company settled on EBSuite: “Their team helped us define and refine our requirements throughout the CRM evaluation and selection process, and they were also indispensable during system implementation.”

EBSuite has established international headquarters in Fremont, California. In 2005, the company launched operations in Beijing, China, where the local team is conducting engineering and regional business development activities.

Last month Microsoft (News - Alert)  and Alcatel announced a formal alliance to market a customer relationship management (CRM) and contact center product for midsize companies with contact centers of 25 to 150 agent positions across Europe, the Middle East and Africa, Asia Pacific and Latin America.

The joint product will bring together Alcatel's OmniTouch Contact Center Premium Edition developed on Microsoft Windows Server System, Microsoft SQL Server 2005 and Microsoft Dynamics CRM 3.0, Microsoft's newly launched customer relationship management product.

Integrated with this offering is the Genesys (News - Alert) Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both internet protocol and traditional circuit switched telephony and multimedia -- web, e-mail, fax, etc.

Under the terms of the agreement, the two companies will launch a series of go-to-market activities such as customer forums and partner engagement events that include co-channel development, education and training, and certification for Microsoft Dynamics CRM 3.0.

David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.

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