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E.piphany, Inc. -
CRM Software - Category Directory
(650)
356-3800
475
Concar Drive
San Mateo, California 94402
www.epiphany.com
Sales
$96.1
million
Business Description
We develop, market and license the E.piphany® E.6TM CEM software suite, an
integrated set of customer relationship management, or CRM, software
products. These CRM sofware products are used by large companies to better
manage their customer relationships by optimizing marketing, sales and
customer service business processes and customer interactions. Our CRM
software products enable companies to collect and analyze customer data to
interact with customers more efficiently and effectively across all inbound
and outbound touch points. A key strength of the E.6 Suite is its
integration of operational CRM with analytical CRM. Our operational CRM
capabilities automate customer-related business processes, such as customer
service or sales processes, across a variety of communications and
distribution channels. Our analytical CRM sofware capabilities analyze large
volumes of customer data, providing insight into customers’ characteristics
and preferences to deliver more effective marketing campaigns and customer
interactions. Companies deploy these capabilities independently or as
blended applications that combine both operational and analytical CRM to
grow revenue, increase profitability, and to improve customer satisfaction.
The CRM isoftware ndustry has evolved substantially over the past decade as
customers have begun to require broader, more flexible solutions that
address complex, enterprise-wide business problems. First-generation CRM
software products have only been able to address the requirements of
individual corporate divisions within larger enterprises. Typically, these
earlier generation products were not designed to address business processes
that span multiple departments, end-users and external systems. If a company
wished to implement an integrated system, it would have to remove its
existing systems and consolidate its data and functionality into a new
system, or alternatively, build highly complex integrations to existing
systems. Many of these projects are expensive and have had low success
rates. In order to avoid many of these problems, today, companies are
beginning to rely on more modular CRM software products that can be deployed
gradually and which are able to co-exist with, rather than replace, existing
systems.
In order to provide modular application functionality that can be deployed
incrementally and leverage existing system and infrastructure investments,
we have developed our products on a software platform that we call the
Customer Relationship Backbone, or CRB. CRB is based on an open standard
programming framework that is interoperable with most software and hardware
platforms and which enables software to be written as separate but
interrelated components of functionality. These components, or “Web
services,” may be combined with other internal components or with external
systems to address specific application requirements. Web services refer to
open Internet standards that allow software components to provide their
functionality and data as a “service” to other components or applications.
For example, a call center agent using E.piphany Service may be able to
access an order status by using Web services technology to access
functionality in a back-office order fulfillment system. By leveraging the
benefits of Web services standards, E.piphany offers greater deployment
flexibility, easier integration, and a broader choice of compatible software
and hardware platforms.
Companies are also increasingly demanding more intelligent software
applications that optimize business processes based on the analysis of
customer data and interactions. Traditionally, these types of analytical
capabilities were primarily used by marketing departments to better
understand customer trends and to design outbound marketing campaigns. Many
companies are now realizing the benefits of applying these same analytical
capabilities to a wider range of business problems, and integrating these
capabilities into operational systems to enable better-informed decisions
and optimized customer relationships.
The E.6 Suite also addresses companies’ requirements for greater analytical
capabilities and the integration of those capabilities with operational
systems. We offer a range of analytical components and applications for
consolidating data from external systems into a central repository,
analyzing that data for customer characteristics and preferences, and
building highly targeted lists of customers for marketing campaigns. We also
provide a real-time analytical capability that is able to make
recommendations to optimize each interaction with a customer by performing
analysis as the interaction is happening. All of these analytical
capabilities are built on Web services standards such that they can be
integrated with our operational CRM components or external systems. For
example, analytical functionality can be integrated into a call center
application to prompt an agent with a statistically optimal cross-sell offer
for the customer the agent is assisting.
We were founded in November 1996 and were primarily engaged in research and
development activities until early 1998 when we shipped our first software
product and generated our first revenues from software license, professional
services and maintenance fees. In September 1999 and January 2000 we raised
a total of approximately $426 million through the sale of our common stock
in registered public offerings to fund growth and to acquire complementary
businesses and technologies. During 2000 and 2001, we completed several
acquisitions using stock consideration including the acquisition of
RightPoint Software, Inc., Octane Software, Inc. and Moss Software, Inc. In
November 2003, we released version 6.5 of our product suite. This version
was a major milestone in a multi-year development effort to consolidate all
of our acquired products onto a single, technically integrated technology
platform which provides greater value to our customers and increases our
development productivity.
Products
The E.6 Suite consists of three principal product lines: E.piphany
Marketing, E.piphany Sales and E.piphany Service. With products from each of
these product lines, customers may also license certain analytical CRM
capabilities, including our E.piphany Insight products for batch-based,
on-line analytical processing and data mining analysis and our E.piphany
Interaction Advisor products for real-time data analysis. Our Interaction
Advisor products use a combination of historical, personal and contextual
data to create a real-time customer profile, and then apply a unique
combination of real-time analytics and business rules to deliver the
highest-impact communications at the moment of customer interaction. It then
measures the results and continuously adjusts itself to improve
effectiveness over time.
The E.6 Suite of products is comprised of multiple interoperable components
or services, which can be combined with each other or third-party components
to deploy composite applications that solve specific business problems in
marketing, sales and customer service. Our software products can be deployed
simultaneously or in incremental steps as our customers seek to address new
business problems. Our customers can deploy our software solutions to
enhance or replace previously installed software products.
E.piphany Marketing
E.piphany Marketing allows employees in a company’s marketing department to
collaborate on planning and designing both outbound and inbound marketing
campaigns that target customers based on their specific characteristics and
preferences. Once a campaign is designed, our software applications are able
to execute the campaign through direct mail, personalized e-mail, customized
web pages and other points of customer interaction. When campaigns are
executed, E.piphany Marketing analyzes response data to improve future
campaigns. Our customers use our real-time decision-making capabilities with
E.piphany Marketing to make optimal marketing recommendations based on
historical customer data, information generated during a customer
interaction in real time, or other information about the customer’s life
cycle — enabling organizations to take advantage of each customer “touch” to
extend the customer relationship.
E.piphany Sales
E.piphany Sales enables a company’s sales personnel to be more effective in
managing their customer relationships by enabling them to better manage
their sales cycles, including identifying the most promising leads,
preparing for sales interactions and following up in the most appropriate
manner. Companies use E.piphany Sales to achieve higher sales success rates,
deeper account penetration and increased revenue. E.piphany Sales provides
sales professionals access to real-time information through web browsers,
disconnected laptop computers, wireless phones, personal digital assistants
and other devices. Our customers use our real-time decision-making
capabilities with E.piphany Sales to intelligently guide sales personnel
through the sales process with optimal recommendations for delivery to
customers.
E.piphany Service
E.piphany Service helps customer care representatives and call center agents
respond to customer requests, issues, inquiries and opportunities, as well
as enables customers to help themselves over the web. E.piphany Service
provides an integrated view of a company’s communication channels, including
the internet, e-mail, telephone, fax and other touch points. By
incorporating our analytical and marketing technology, our intelligent
customer service software solutions enable customer contact representatives
to have a single view of all of each customer’s data that has been collected
from multiple sources, and make relevant offers and service recommendations
based on that information. Our customers use our real-time decision-making
capabilities with E.piphany Service, for example, to optimize the routing of
inbound customer calls and prompt customer service agents with information
to optimize the interaction with the customer.
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