Edify Delivers CRM for Cole National
SANTA CLARA, CA - Edify Corporation, an S1 company and a supplier of multi-channel enterprise CRM solutions, announced that Cole Managed Vision, a business unit of Twinsburg, Ohio-based Cole Vision Corporation, has selected Edify and Digital DataVoice to implement a next-generation platform for managing text-to-speech, voice recognition, and interactive voice response (IVR) solutions. "As one of the nation's largest managed vision care companies, our customer service centers provide 24 x 7 support for millions of managed vision care participants and thousands of vision providers nationwide," said Stephen L. Holden, president of Cole Managed Vision. "We have achieved strong growth, which is great, but this growth has created enormous strains on our legacy customer service applications." Holden continued to say, "Our long-term success is focused on meeting the needs of our customers, including responsive and timely customer service via the telephone and Web. The Edify platform allows our IT team to service expanding customer support needs, improve call traffic management, reduce overall operational costs, and allow us to optimize our existing technology. We are working with Edify and Digital DataVoice to meet our enterprise requirements for speech recognition-based solutions that will support our business plans well into the future." "We are focused on providing our customers with a range of proven technology solutions that enable them to implement complete end-to-end CRM strategies," said Frank Tripi, Eastern Regional Sales Manager at Digital DataVoice. "Based on their breadth of experience and leading edge solutions, we have selected Edify as our premier voice partner. Working with Edify, we quickly addressed one of Cole Managed Vision's business drivers by creating a custom interface for their Automated Call Distributor to optimize customer service needs." Edify Voice, part of the Edify vCSR Voice and Wireless Suite, is built on Edify's multi-channel CRM platform. Edify enables its customers to handle input and output from all channels - voice, Web, email and wireless. "Cole Managed Vision was looking for ways to optimize its contact center offerings. It needed to be able to utilize its call center agents at a higher level and to increase the accuracy and speed for handling incoming inquires," said Stephen Bell, Director of Marketing at Edify. "We have a long, successful record of working with Digital DataVoice. Cole Managed Vision recognized that our multi-channel approach to CRM management would provide them with a powerful, flexible platform that can readily scale to meet its changing customer needs. We look forward to helping Cole Managed Vision attain its business and growth objectives as they relate to improved customer management."