Sky Alland Leverages One-to-One Communications Expertise for Integrated Customer Loyalty Management Solutions

Strategic Insights -

Sky Alland, a leader in customer loyalty management, has partnered with industry giants Oracle and IMA to create a cutting-edge technology platform for universal customer communications. This integrated system supports sales, marketing, and service, allowing for a seamless customer experience across various media channels. By leveraging the expertise of Oracle, IMA, and Lucent, Sky Alland aims to deliver true multi-channel solutions that enhance customer care and loyalty.

Key Takeaways:

  • Sky Alland has partnered with Oracle, IMA, and Lucent to create a fully-integrated technology platform for universal customer communications.
  • The platform supports sales, marketing, and service, enabling a seamless customer experience across various media channels.
  • The system incorporates e-mail, fax, Internet telephony, web chat, and data access and collection with traditional inbound and outbound telephone center capabilities.
  • Sky Alland will use IMA's EDGE(R) Customer Interaction Software to integrate its Web, voice, fax, and telephone capabilities into all media communications workstations.
  • The company will utilize Lucent's CentreVu Internet Solutions to enable Web-based multimedia customer care.
  • Oracle's 8i platform will be used to build Sky Alland's own scalable information management system.
  • Sky Alland has been providing interactive customer service capabilities to Fortune 500 companies like BMW and Owens Corning since 1996.
  • The company's customer relationship associate (CRA) and the customer can share application data, images, and conduct a voice dialogue during a single Internet session using CentreVu Internet Solutions.

Statistics:

  • Sky Alland has been providing interactive customer service capabilities to Fortune 500 companies since 1996.
  • The company has over 400 global organizations as clients, including Bose, Lloyds TSB, Sky Alland, TXU, U.S. Cellular, and Xerox.
  • Oracle's 8i platform provides high availability and scalability allowing Sky Alland to provide superior service to its customers.
  • The integrated technology platform supports sales, marketing, and service, enabling a seamless customer experience across various media channels.

Sources:

  • Sky Alland's press release, August 17, 1999
  • Oracle Corporation press release, August 17, 1999
  • IMA press release, August 17, 1999
  • Lucent Technologies press release, August 17, 1999
  • Sky Alland's website, http://www.skyalland.com
  • Oracle's website, http://www.oracle.com
  • IMA's website, http://www.imaedge.com