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Avaya finetunes its CRM strategy

Avaya acquires Quintus Corp and says it will now focus its CRM strategy on three areas: interaction management, commitment management and business intelligence.

Avaya has acquired Quintus Corporation, a developer of customer relationship management software. Avaya says it will now focus its CRM strategy on three areas: interaction management, commitment management and business intelligence.

‘Interaction management’ is described as providing solutions for real time customer interactions, self-service options, and outbound contact management. The curiously-named ‘commitment management’ is putting in place business processes to ensure a better customer experience and better use of company resources. Business intelligence is all about analysing data to establish what a customer’s preferences are.

Under the terms of the agreement, Avaya acquires most of Quintus’ assets for approximately $29 million in cash and the assumption of liabilities up to a further $30 million.

“The addition of Quintus’ solutions and assets into the Avaya CRM Solutions portfolio enables Avaya to establish a new standard in the market for integrated multi-channel customer relationship management,” said Keith Larson, Avaya’s vice president, CRM Solutions Group. “By acquiring Quintus' products and people, Avaya is able to accelerate its strategy to provide enterprises of all sizes best-in-class CRM solutions to effectively manage their critical business relationships in today's customer-centric economy.”

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