CRM that packs a wallop
Broadbase has integrated its E-Service Analytics into the E-Service suite, which includes eCRM capabilities such as self-help, assisted service, e-mail management and live collaboration in a single platform.
By combining analytics with the suite, Broadbase says, organizations will benefit from greater control over call center operations, improved agent productivity and utilization, optimized routing of interactions and minimized escalation that will result in improved service quality and reduced costs.
In other news, Broadbase and Deloitte & Touche, have formed an alliance to provide their joint customers a comprehensive eCRM platform to drive e-business interactions.
Through the new strategic marketing and delivery relationship, the two companies will work together to provide Broadbase’s CRM software and Deloitte & Touche's consulting and integration skills to their shared Fortune 2000 customers.