Divine Bolsters Call Center Technologies

Divine improved integration capabilities in its new call center application.

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Divine Inc. on Monday will announce the latest version of its call center application, promising improved integration with other call center and Internet-based customer interaction systems, as well as new analytics.

The new application, Conversations 5.0, is used mostly in outbound call centers by telemarketers, surveyors and customer service representatives responding to inquires. Divine acquired the Conversations product line when it purchased eShare Communications Inc. last year.

New features in this version include support for integration with Cisco Systems Inc.s Intelligent Contact Management contact center application, so that inbound and outbound systems can share information.

The new version also supports integration with Divine SoftMetric business activity monitoring and performance analysis software, which adds analytics to outbound calling campaigns. This allows users to rank and compare results from previous campaigns and to then duplicate outbound call campaigns that were successful. Users can also find optimal staffing levels for upcoming campaigns using SoftMetric, Divine officials said.

Conversations 5.0 is available now and is targeted mostly at the financial services industry. Pricing is $3,000 per seat plus base system server pricing, which will vary based on customer configuration and options selected. The average deployment is expected to be about $250,000, according to Divine officials.

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