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Edify unveils new CRM product.

Worldwide Computer Products News-7 June 2001-Edify unveils new CRM product (C)1995-2001 M2 COMMUNICATIONS LTD

California-based Edify Corp has launched Edify Enterprise, its new customer relationship management (CRM) system for enterprises.

The system can accept incoming customer inquiries from any communication channel, including phone, wireless, e-mail and the web. Edify's natural language technology then tries to interpret the messages. Those that can be interpreted are routed automatically to Edify's Virtual Customer Service Representatives (vCSRs), which are applications that automate both written and verbal customer interaction, while messages that cannot be reliably interpreted are routed to a human representative.

The vCSRs are capable of speech recognition in 21 languages and text-to-speech in eleven languages. They also support Unicode, enabling double-byte data processing in the Asia-Pacific region. Other features include an ability to conduct real-time chat with customers and integration with back office systems to provide the customer service representative with information from all departments to the desktop.

Availability and pricing were not disclosed.

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Publication:Worldwide Computer Products News
Article Type:Product Announcement
Date:Jun 7, 2001
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