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Intelligent Customer Relationship Management

New Zealand, 9th June 2005 -

Unisys is leading the expansion of the global Unisys Customer Relationship Management (CRM) practice in analytics-based intelligent solutions in the Asia Pacific region. The company has sold solutions to more than ten clients, in vertical market sectors that include financial services, industrial, consumer products, telecommunications and transportation.

As the real value of CRM is increasingly being recognised, Unisys is helping businesses adopt a more targeted and educated approach to cultivating customer relationships, combining technology with business strategy. Unisys CRM tools help clients define exactly what they want to achieve with CRM from the outset.

A key dimension to the Unisys CRM offering is its partnership with Epiphany®, a leading provider of CRM software for consumer-oriented businesses. Unisys is Epiphany's strategic partner in the Asia Pacific region and the two companies have worked together for eighteen months under a master software licensing agreement, which allows Unisys to offer Epiphany's analytic CRM software to clients throughout Asia Pacific. Unisys is a reseller of Epiphany, and has incorporated the full Epiphany E6 suite of marketing, sales and service CRM solutions into its integrated CRM service offerings.

Unisys sells CRM solutions that can help increase sales and market share, improve customer satisfaction and loyalty, boost sales and marketing productivity, and optimise brand awareness.

Dino Gelmetti, Managing Partner CRM Practice, Unisys Asia Pacific, said, "We are doing a great deal of business in Australia and the wider Asia Pacific region in CRM, and I believe we have a very strong offering to present to our clients.

"The Unisys approach to CRM is to integrate the best solutions available. The addition of the Epiphany solution set to our portfolio has allowed Unisys to meet tough customer demands in the realm of CRM. About 80% of our CRM work involves analytics. We're about providing real-time intelligence, not just automating customer interactions."

Karen Richardson, CEO, Epiphany said, "Companies throughout the Asia Pacific region are developing new CRM business strategies to drive revenue, improve customer retention, optimise processes and reduce costs. As the leader in real-time analytic CRM, Epiphany is confident our agreement with Unisys will continue to help companies successfully address these challenges and increase their profitability through intelligent customer interactions."

Businesses increasingly demand better engagement with their customers. The Unisys-Epiphany integrated CRM solution means that every customer interaction is driven by real-time intelligence, which not only captures data but also generates highly targeted reactions. Businesses understand their customers better, and capitalise upon every interaction. This aids revenue generation and customer retention and can help organisations turn customer interactions into immediate cross-sell/up-sell opportunities.

As an example, a Unisys client in the wealth management arena uses real-time analytics. Financial planners within the organisation ask customers ten questions about age, salary and family circumstances and the solution produces an instant strategy for those customers based on the answers to these questions. The solution suggests highly targeted products that the customers are likely to be interested in.

Consulting services such as Unisys 3D Visible Enterprise for CRM lets clients understand CRM needs across their business plan, their business processes, the applications and the infrastructure. It provides a complete picture from concept to implementation, with a firm return on CRM investment, in keeping with predetermined deadlines.

The Unisys CRM business is a global practice with over 5,000 specialists worldwide. Unisys has CRM expertise in a wide variety of industries, including financial services, life sciences and pharmaceuticals, consumer packaged goods, retail, communications, transportation and public sector.


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