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Pitney Bowes adds e-messaging capabilities to CCM

Susan Andre 2007

Pitney Bowes’s Group 1 Software division has added an e-messaging component to its Customer Communications Management product suite.

With the new software, users can create and manage e-mail and SMS communications with customers. Messages created with the CCM suite can include personalized information, embedded images and attachments.

The Group 1 CCM suite manages message delivery status notification and archives all print and electronic communications — information which can be used in call centers and other customer service hubs. Clients can also use the software to create graphical reports of sent messages, undeliverable messages, responses and other data.

“Basically, there are two key reasons why we added the e-messaging component,” said Gaston Hummel, director of e-messaging solutions for Group 1 Software. “One, research among call center managers indicated that almost all of them are looking to change from being call centers into being multichannel contact centers in the near term, and one of the first channels they want to add support for is e-mail.

“The second reason,” Hummel continued, “is in interviewing marketing managers, they indicated that one of their number one priorities in this area is to give customers freedom of choice over what communication channels they receive outbound communications on and also the freedom to communicate back on the same channel.”

Group 1 has already signed customers to the new software, including Thomas Cooke travel company in the UK. Hummel says the e-messaging program will prove useful for, “any organization doing a large volume of automated communications, and any organizations with large contact centers that want to embrace e-mail and SMS channels.”

Part of Pitney Bowes, Group 1 Software has more than 3,000 customers in industries ranging from financial services to telecommunications to government. Clients include BlueCross BlueShield of Florida, FEMA, ING, Verizon, Neiman Marcus and the USPS. Group 1’s US headquarters are in Lanham, MD.

Alicornio Africa (Pty) Ltd is a distributor of the Pitney Bowes Group 1 Software product range.
For more information visit http://www.alicornio.co.za