Amersfoot — Exigen Group, a global business process solutions company based in San Francisco, announced today a new agreement with TietoEnator Consulting, a leader in IT solutions for process management, with a strong focus on customer contacts. For TietoEnator, Exigen's business process solutions are part of its 'Straight-through Processing' (STP) projects to aggressively reduce the cost of contact center operations. By working together, TietoEnator and Exigen Group target processes in, through and around the contact center, streamlining each process on a prioritized basis to deliver considerable cost savings without large, disruptive projects.
"At this moment, cost saving in the contact center is the hot topic of conversation." says Frank de Meijere, Managing Director of TietoEnator Consulting in the Netherlands. But at the same time, the quality of customer service needs to remain at the same level, or even improve. Until now many companies sought the solution for these problems with the purchase of new technology and CRM software, with hardly the desired result. Exigen Group provides the right supplementary IT solution that can fully support our objectives. Our joint approach is to look at the contact center with both a customer focus and a process centric view. By streamlining processes in the contact center, we save costs and provide our customers with a faster, better quality of service."
TietoEnator and Exigen Group recently completed their first shared project at T-Mobile in Germany. T-Mobile now easily manages inputs from various multi media channels resulting in a single view of the customer. All information required to handle a customer request is available online to the entire organization, facilitating centralized reporting to properly manage resources. By automating and streamlining the customer service process, customer requests may be handled in a single call, by the appropriate agent based on their individual skills and responsibilities within the call center. The new solution enables T-Mobile to completely optimize call center operations from a cost and efficiency point of view, as well as customer service by dramatically improving the end-to-end business process.
Bjorn de Hoon, Vice President TietoEnator Consulting, says: "With Exigen Group, we found a strategic partner with a vision and business model that totally matches the philosophy of TietoEnator. Exigen has a process centric focus as the basis of their business process solutions. Their approach is to not replace existing IT systems, but rather provide the technology to enable improved processes which overlay those existing systems. This way existing investments are protected and leveraged appropriately. What sets Exigen apart from traditional software suppliers is their commitment to take the responsibility for the projected end result of their solutions in terms of yields or expense savings."
Kira Makagon, Executive Vice President of Marketing and Business Development at Exigen Group says "The cooperation with TietoEnator is an important next step for us in the Dutch and German markets. For the implementation of our solutions, we look for business partners that have strong subject matter expertise. In these markets, TietoEnator is an established name in system integration, customer service solutions, and contact center improvement."
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