PeopleSoft Announces General Availability of PeopleSoft Enterprise CRM 8.9 Service

IntelligentCRM - June 16, 2004
Today at its 2004 spring CRM Customer Summit, PeopleSoft, Inc. announced that the latest release of its customer service suite will be generally available June 23. PeopleSoft Enterprise CRM 8.9 Service significantly enhances a company's "Total Ownership Experience" with increased usability and scalability, delivers major advancements in email response, enables organizations to drive marketing through the contact center, and embeds PeopleSoft Prescriptive Analytics for real-time customer insight.

Extensive collaboration and testing with PeopleSoft CRM customers resulted in numerous usability enhancements including:

  • 54 percent improvement in overall call center usability (faster average time to complete key tasks)
  • 167 percent increase in usability for email support agents
  • 44 percent reduction in clicks required by call center agents

HP, a PeopleSoft Enterprise CRM customer, participated in the hosted beta program for PeopleSoft Enterprise CRM 8.9 Service. With 8,000 service agents supporting their consumer business with their current application, HP is seeking a global call center solution that can be deployed regionally but managed from a central location using a single knowledgebase for consistent and accurate service. The company also requires a flexible, easy-to-use solution to quickly add and train partners and call center agents for world-class customer support.

Anne Clark, technology section manager at HP, said "In reviewing the PeopleSoft Enterprise CRM 8.9 Service as an upgrade to our current iCARE solution, we are happy to see that it supports our vision of better understanding our customers and proactively managing their total experience every time they interact with HP. This global solution gives our contact center agents the tools and information they need to provide differentiated and accurate customer service across all channels. PeopleSoft's focus on ease of integration and usability will greatly increase individual agent productivity and overall customer service effectiveness."

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