Management products vendor Inovis has partnered with Pervasive, which sells data management and integration software, to “expand the number of adaptors Inovis offers for integration with packaged and on-demand enterprise resource planning and customer relationship management applications,” according to Inovis officials.

 

In partnership with Pervasive, Inovis says it’ll enhance integration with applications such as Oracle Siebel OnDemand, Sybase v15, Microsoft (News - Alert) Dynamics CRM 4.0, Pivotal CRM, Sage, AP NetWeaver XI, RightNow, NetSuite and others.

 

Mike Hoskins, general manager of integration products at Pervasive, said the “vision” of simplifying complex business community interactions and collaboration from Inovis is “a natural fit” for Pervasive’s technology.

 

“Together,” he said, “Inovis and Pervasive can deliver the power of agile integration to customers in multiple markets worldwide.”

 

Last month the National Retirement Partners, a network of independent retirement plan focused advisors, implemented Pervasive Data Integrator to “move data seamlessly between its partner, client and retirement account database and its CRM tool, Salesforce,” Pervasive officials said.

 

NRP’s systems integrator, Echo Lane, used Pervasive integration to develop a data integration product to “support NRP’s business growth and provide its network of advisors a competitive advantage,” NRP officials say.

 

Early this year, Autonomy (News - Alert) Corporation announced that Inovis used Autonomy’s Intelligent Contact Center products to “improve support staff training,” resulting in an increase of Level One Service request closures within a six-month period.

 

Inovis, which sells on-demand Business Community Management products, has installed Autonomy etalk’s call recording, agent performance evaluation, and speech analytics products. Inovis authorities credit the Autonomy products with improvements in providing products to customers at first touch.

 

Inovis has used Autonomy etalk’s voice and screen recording capabilities for coaching and providing ‘best practices’ training for new hires and existing agents. By capturing customer interactions to use as examples, Inovis has improved the way its agents handle customer calls.

 

“A focus on first call resolution is important. By rethinking the way our first line support handles calls, we are able to more quickly resolve our clients inquiries,” said Vicki Sewell, senior vice president, Client Services and Customer Support, Inovis.