Onyx (www.onyx.com) is trying to beef up its thin-client CRM portal suite, Onyx Enterprise 2001. The focus is expanding e-services, so the company has added "customer-centric" solutions such as new e-mail functions, chat, and Web self-service capabilities to the package.
With implications for carrier/agent or carrier/agent/ customer interactions, the e-mail functionality-OnyxE-mail Assistance-includes automatic and assisted e-mail response, a tool that makes the electronic message a service and sales channel, assigns priority and returns a response to the customer, and routes a suggested solution to the proper people for edits or review before the customer receives it.
Customer satisfaction, according to Onyx, can be increased with Onyx Web Assistance, a self-service tool that guides customers through sales or service processes, and automatically sends information to customers based on needs. The inevitable unanswerable query is automatically flagged and pushed through to e-mail or live interaction, depending on its nature.
Through Onyx Chat, carriers can instantly message Web site visitors and deploy information to them; customers can then ask questions and interact live with a service rep.
According to Bill Bunker, vice president of product marketing: "The largest post-Internet challenge companies face today is integration of their existing business with new, electronic channels and emerging business models...[We] give companies a single solution that combines data from Web-based channels...with a single, unified view of the customer. This is a key to improving organizations' customer service levels and sales effectiveness."
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