InformationWeek

June 23, 1999

Call Center Adds E-Mail

TeleMagic provides more customer service capabilities

By Jeff Sweat

Related links from our sister publications:

Computer Reseller News On Tap: Bundled multimedia call center solution

CRN Enterprise Partner Cruising Toward A High-Tech Overhaul

eleMagic Inc. will launch this week a new version of its contact-management and call-center software that will integrate E-mail with the product's interface. TeleMagic Enterprise Version 4 will support E-mail standards such as MAPI and POP3 and will let users send E-mail directly from the contact-management product. Previous versions would simply launch other E-mail packages.

The E-mail support, users say, will help customer-service, sales, and marketing representatives track E-mail interactions with customers, just as they would phone calls and faxes.

By combining E-mail with the TeleMagic software, which reminds salespeople to contact customers, the new version enhances companies' abilities to follow up with prospects and makes it easier to send personalized sales pitches. "We're hoping to be able to E-mail customized messages out to a certain list of customers," says Mike Bryan, VP of systems development for the Banker's Bank, an Atlanta financial institution that provides resources to small banks in the Southeast.

The new version also upgrades to a 32-bit architecture, a feature that customers say is long in coming and adds needed stability and speed. Other features include improved data synchronization for businesses that keep data in a central store as well as local repositories, improved data importing capabilities, and a redesigned user interface.

The software, available immediately, is priced at $315 per single user without maintenance, $1,699 per five-user network with maintenance, and $2,799 per 10-user network with maintenance.

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