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eConvergent Launches New eMerge Product to Unify Fragmented Customer Data Into a Single, Real-Time Customer View; Rapid 60-Day Deployment Unlocks New Value From Existing Customer Relationship Management Systems.

SAN RAMON, Calif. -- eConvergent, Inc, a leading provider of CRM infrastructure software, today unveiled eMerge(TM), its new flagship application that dramatically increases the effectiveness of interactions between enterprises and their customers. eMerge solves the industry-wide problem created by disconnected CRM applications and information silos that prevent organizations from gaining a complete view of their customers. Despite significant investments in CRM software, the lack of a 360-degree customer view prevents most companies from providing a consistent customer experience, and from recognizing new revenue opportunities with existing customers. eMerge enables companies to unlock the power of their CRM investment in just 60 days, for a fraction of the original installation cost.

"The release of eMerge represents a major breakthrough for the CRM industry and for eConvergent as a company," stated Clyde Foster, CEO of eConvergent. "For the last few years, we've seen companies frustrated that their CRM investments were not yielding the ROI they sought. Central to the problem was the inability of their CRM applications and legacy systems to work together to provide customer-facing employees with the information they need to make intelligent customer interaction decisions. Too often, activities are duplicated, service is delayed, and opportunities are lost. eMerge is the first enterprise software that can collect that data from multiple customer applications, data stores and communications channels, and assemble it into a single, unified view -- in real-time. This powerful technology gives company representatives the power of complete, up-to-date knowledge for every customer."

"The key to any CRM architecture is customer data. Starting with customer data and the issues surrounding it is the basis of all CRM architecture discussions," said Scott Nelson, vice president and research director at Gartner Group. "Enterprises should view customer data as the cornerstone of their CRM strategies and ensure architectural designs that move the right data to the right customer contact point at the right time."

eMerge works by capturing customer interactions across all CRM and legacy applications, correlating that information into a clear picture of activity, and presenting it in a single view for the company representative -- all in real time. The software is composed of two modules: eMerge Server and eMerge Viewer. Together, these modules automate the business logic between CRM applications and provide the intelligence required to deliver the right customer information to the right employee.

Using company-defined business rules, eMerge Server correlates events between CRM applications, such as new and updated customer records, contact data, case files, and action items, then aligns records in real-time to support the complete customer view. This consolidated information is kept in a database that stores customer, agent, and case history metadata, indexing all customer interactions. eMerge Viewer filters the data and presents it, either through an existing CRM application, Windows desktops, or any Internet browser. Together, eMerge enable enterprises to get a clear picture of each customer's value and history, all without replacing any existing systems.

Practical Details

eMerge is available immediately. It works with a wide range of CRM systems and middleware platforms, and integrates seamlessly with legacy systems.

About eConvergent

eConvergent is the first company to deliver the next generation Customer Relationship Management (CRM) Infrastructure software that allows businesses to connect multiple sources of customer data in real-time improving revenue, profitability and customer satisfaction. eMerge(TM), the company's flagship product for managing customer interactions, provides companies with the solution they need to connect customer data across multiple applications and optimize customer relationships across the enterprise. eConvergent is one of Information Week's Top 100 Innovative Companies. The company can be reached at (925) 790-2500, 1-888-CRM-FAST, info@econvergent.com or on the Web at www.econvergent.com.

eConvergent, and eMerge are trademarks of eConvergent, Inc. Other company and product names used in this publication are for identification purposes only and may be trademarks of their respective companies. *Patent pending.
 Dave Michaud
 eConvergent, Inc.
 (925) 790-2570
 Dave.Michaud@eConvergent.com
 Tish Wagner
 Bairey & Bedford Public Relations
 (770) 725-0585
 tish@b2pr.com
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Contact: Dave Michaud of eConvergent, Inc., +1-925-790-2570 or Dave.Michaud@eConvergent.com; or Tish Wagner of Bairey & Bedford Public Relations, +1-770-725-0585 or tish@b2pr.com, for eConvergent, Inc.

Website: http://www.econvergent.com/
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Date:Feb 11, 2002
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