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Dassault Systèmes Introduces EXALEAD OneCall for Astute Customer Interactions

Written By: Predrag Jakovljevic
Published On: July 12 2013

There is certainly no dearth of software packages for multichannel customer service and helpdesk. Think of Oracle’s vast offering (based on the acquisitions of Siebel, RightNow, InQuira, and Endeca), salesforce.com’s Service Cloud, Pegasystems, KANA Software, Moxie Software, etc. As consumers become ever more informed about the purchasing options available to them, the volume and complexity of questions are increasing. These questions can also come from multiple channels, and the data to help answer them can be found via many different systems and technologies. This makes it increasingly difficult for frontline agents to effectively answer customer questions. Needless to say, customers expect ever shorter call lengths and first-call resolutions in order to remain engaged.

One fact that often gets overlooked is that products and services, especially in a make-to-order (MTO) and configure-to-order (CTO) world, are becoming increasingly complex, and there is often no integration between product lifecycle management (PLM) data and customer relationship management (CRM) and enterprise resource planning (ERP) systems. Dassault Systèmes, a leader in 3D design software, 3D Digital Mock Up, and PLM solutions, with the announcement of its new EXALEAD OneCall application, wants to change the customer experience game.



The EXALEAD OneCall application aims to transform contact center operations by providing customer-facing agents with the data and information they need to succeed when interacting with well-informed consumers. Whatever the data type or location—internal (e.g., CRM or ERP systems) or external (e.g., Web sites or social networks), structured or unstructured—EXALEAD OneCall should aggregate, streamline, and deliver rich information “in context” to contact center agents and managers.

Complementary to existing CRM systems, the solution can bring all relevant information about the customer and the sold products directly to an agent's desktop in a simplified way, using, for example, natural language and semantic discovery, customer history, multichannel look-up, and contextual cross-selling or upselling. The EXALEAD OneCall application also offers a number of useful operational tools to managers, including single-screen viewing of team and agent activities, real- time operational dashboards and analytics, and consolidated key performance indicators (KPI) and trend reporting.

Local resellers and systems integrators already selling or installing the solution include Business & Decision, Capgemini, Dahu, DTI Management AG, Keyrus, Kerensen Consulting, Keyrus Tunisie, Micropole, Persistent Systems, PUMACY Technologies AG, Raqmiyat LLC, and ST Groupe.

While at the time of the EXALEAD acquisition some might have questioned Dassault Systèmes’ rationale, here's a possible answer. Large PLM ecosystem providers continue to eat away at ERP systems as being the “systems of record” and relegating them to mere “systems of transactions.” It appears that now PLM systems might relegate CRM systems from their esteemed “systems of engagement” throne.
 
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