COGECO Cable Selects eAssist for Enhanced Customer Care Solutions; eAssist's Breakthrough Time to Market a Key Factor in Company's Quest to Build and Nurture Customer Relationships.Business Editors/High-Tech Writers SAN DIEGO San Diego (săn dēā`gō), city (1990 pop. 1,110,549), seat of San Diego co., S Calif., on San Diego Bay; inc. 1850. San Diego includes the unincorporated communities of La Jolla and Spring Valley. Coronado is across the bay. & TORONTO--(BUSINESS WIRE)--Jan. 29, 2002 eAssist Global Solutions, a leading provider of integrated customer care solutions, today announced that COGECO Cable, a multi-faceted communications company, will implement the eAssist Solution Suite as a critical component of its new customer service initiative. According to Gary Switzer, vice president and general manager, "COGECO considers this project one of the most significant advances in our customer service history. We also required a tight project time frame so that we could realize immediate operational benefits and return on investments. eAssist was chosen because their domain expertise, team excellence, product scale and functionality enabled them to meet these challenging requirements." The eAssist Solution Suite will be deployed in multiple phases. COGECO is focusing first on creating an integrated contact center, including agent desktop, CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. , and contact/case management. Other phases will incorporate knowledge base capabilities, email, chat and self service, and further enhance customer care integration into all areas of the company. "COGECO, like eAssist, has a strong vision for customer service that is fully integrated throughout the entire organization," noted Dan Plashkes, eAssist Global Solutions president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. . "They know their customer expectations and recognize that as a business they need to deliver a superior customer experience. We're delighted to be providing the technological foundation that will enable them to meet their high performance expectations." The eAssist Solution Suite is a fully integrated suite of customer care software and services that enables companies to gain a unified view of their customers, across geographies, products, and points of interaction. Excellent customer care is the linchpin linch·pin or lynch·pin n. 1. A locking pin inserted in the end of a shaft, as in an axle, to prevent a wheel from slipping off. 2. of a customer-focused organization, and eAssist delivers this capability by quickly and appropriately responding to incoming customer requests over any communication channel, and tightly integrating cross-sell/upsell and campaign management activities into the customer care process. The technology features universal messaging, queuing, and routing; a unified agent interface; knowledge-base management methodologies; workflow management; and back-office connectors. About COGECO Cable Canada Inc. COGECO Cable Canada Inc. provides cable television and telecommunications services to approximately 892,000 basic service customers in Quebec and Ontario, and is the fourth largest cable operator in Canada based on the number of basic service customers. Their expansive range of products includes both analogue and digital cable television services, with Pay TV and Pay per View, as well as high speed Internet access for both residential and commercial customers. One of the first cable companies in North America to launch the DOCSIS (Data Over Cable Service Interface Specification) A cable modem standard from the CableLabs research consortium (www.cablelabs.com), which provides equipment certification for interoperability. high speed Internet cable modems, and presently trialing VOD See video-on-demand. VoD - video on demand , COGECO continues to enhance its reputation for innovation and forward thinking. COGECO Cable is a publicly-traded company whose subordinate voting shares Voting Shares Shares that give the stockholder the right to vote on matters of corporate policy making as well as who will compose the members of the board of directors. Notes: Different classes of shares, such as preferred stock, sometimes don't allow for voting rights. are listed on the Toronto Stock Exchange Toronto Stock Exchange (TSE) Canada's largest stock exchange, trading approximately 1,200 company stocks and 33 options. (TSE See Tokyo Stock Exchange. TSE 1. See Tokyo Stock Exchange (TSE). 2. See Toronto Stock Exchange (TSE). :CCA (1) (Common Cryptographic Architecture) Cryptography software from IBM for MVS and DOS applications. (2) (Compatible Communications A ). Further information about the company is available at www.cogeco.com. About eAssist Global Solutions Inc. eAssist is a leading provider of CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. customer care solutions. eAssist allows companies to provide the best possible customer service by ensuring that every customer interaction -- whether proactive or reactive -- provides a positive experience that results in extending the customer relationship and maximizing customer lifetime value. eAssist's highly flexible software solutions allow organizations of all sizes to dramatically strengthen relationships with their customers, while substantially reducing inefficiencies and streamlining the entire customer interaction process. The company is headquartered in San Diego with offices across the United States, in Toronto, and in London. For more information, visit www.eassist.com. |
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