Managed Solutions collaborates with royalblue to develop CRM-CTI platform

March 9, 2000 - Dublin, Woking, Surrey - Managed Solutions Corporation, the Dublin-based financial services solutions provider, and royalblue, the supplier of call centre software products and services are collaborating on a project to combines Managed Solutions' CRM component, Clientwise and royalblue's rostrvm computer telephony integration (CTI) platform.

Clientwise Telephony for rostrvm is an integrated program that combines Managed Solutions' customer relationship management (CRM) component Clientwise and royalblue's rostrvm computer telephony integration (CTI) platform. This integration will provide Managed Solutions' customers with immediate support for switches from the leading telephony platform vendors, including Nortel Networks, Lucent Technologies, Rockwell, and Aspect, among others. It means that customers who want instant and comprehensive telephony support from Clientwise now have an out-of-the-box option.

Companies are finding that call centre agents need access to multiple back-end systems to provide the best service to customers. As a customer's call is routed to an agent, Clientwise Telephony connects the call centre agent to multiple databases and provides a single enriched view, allowing call centre staff to gain a more complete understanding of each customer's business needs. Increasingly, call centre are integrating email, internet sites and other media to provide multi-media customer service.

'We are expanding our multi-media channels support over the coming year to include all of the customer contact technologies currently available, including conventional CTI, voice over IP and web technologies,' said Barry Ryan, chief technology officer at Managed Solutions Corporation.

Clientwise Telephony for rostrvm offers a full range of features, including screen popping, call transfer, outbound dialing, calling line identification and integration of predictive dialing and IVR technology. This tight integration of telephony with inbound and outbound phone calls saves agents valuable talk-time and money.

'I am delighted to work with Managed Solutions, and together, we believe that we can supply some of the most technologically advanced call centre solutions available today. It is this type of partnership which is key to successfully delivering the complex solutions required by many call centre operators', said Jim DePlacido, Business Development Director of royalblue Call Centre Solutions.

Companies can cut call centre costs, improve customer service, and boost sales by integrating call centre systems with customer-relationship management platforms, knowledge-management software, and other business and IT systems, such as that being offered by Managed Solutions and royalblue.

Ovum has calculated that by 2002, the CTI industry globally will be worth $14 billion. By the end of this year, the number of call centre seats that use CTI technology will be in the region of 9 million. By 2002, this number will grow to 29 million call centre seats.

Further information for editors:

Managed Solutions Corporation
Managed Solutions Corporation develops and implements Enterprise Customer Relationship Management (ECRM), workflow and administration solutions for the financial sector. It provides a range of products that co-exist with existing administration systems and can be integrated with specialist third-party systems and tools. The Managed Solutions product offering comprises:

  • Clientwise, a customer-care system which provides the 'whole picture' of the customer's relationship with the organisation;
  • Workwise, which defines business process interdependencies, service levels and assignment of tasks to appropriate departments/people;
  • Lifewise, a fully functional front-and back-office, new business, workflow and contract administration system.

All Managed Solutions product components are based upon the OASIS technical architecture, which is a highly scaleable, flexible new generation client/server and Web-based architecture for large-scale online-transaction processing, background tasks and batch transactions.

Managed Solutions employs over 100 people in Ireland, Holland, UK and USA. More than 4.5 million individual client relationships are carried on Managed Solutions software in leading financial institutions in Ireland, the UK and the Netherlands.

royalblue technologies plc
royalblue technologies plc is a global provider of advanced enterprise solutions for IT and infrastructure resource management, customer relationship management (CRM) and call centres. royalblue's product and service offerings are complemented by a network of local business partners who together provide local, national and multi-national product deployment, services and support. For more information, royalblue technologies can be found on the web at www.royalblue.com