TROY, N.Y. — (BUSINESS WIRE) — May 18, 2011 — Pitney Bowes Business Insight, a global leader in customer data, analytics and communication software and services, today announced the launch of the Pitney Bowes® EngageOne Liaison™ self-service solution, a comprehensive set of customer self-service and self-care capabilities. This solution is comprised of best-of-breed customer and data analytics, billing intelligence, and electronic bill presentment and payment (EBPP), with the ability to access all of these capabilities on a mobile device. A new online component of Pitney Bowes Business Insight’s EngageOne™ communication suite, EngageOne Liaison empowers businesses to deepen relationships and engage with each of their customers as individuals by providing a highly personalized experience across channels. Companies can use EngageOne Liaison to improve customer profitability, reduce churn, improve cash flow, accelerate time-to-market and reduce operational costs to ultimately drive revenue.
Today, many companies have an online business presence but are not providing a personal online customer experience with a combined presentment, payment, billing intelligence, mobile and customer service interactive voice recognition (IVR) portal. As a result, customer retention is low, call center costs remain high and companies are missing cross-sell and upsell opportunities. EngageOne Liaison allows organizations to create smarter bills based on customer behavior and preference. By applying existing billing intelligence through analytics, companies can provide tailored and highly relevant offerings to specific customer segments in order to increase sales and enhance the customer experience. Intelligent e-billing also enables customers to access additional information about their bills, such as utility use, further reducing call center questions and customer churn.
“Many companies are not maximizing the full potential that billing can provide for improving the customer experience, improving retention and increasing revenue,” said Jay Bourland, senior vice president, customer communication management, Pitney Bowes Business Insight. “Businesses can and should treat each customer as an individual, presenting intuitive options. Strong customer communication management enables lifetime customer relationships.”
EngageOne Liaison delivers an enhanced call center experience because representatives view bills exactly as customers are. It is the only product on the market that delivers integration into IVR and mobile web, as well as traditional online customer service channels.
EngageOne Liaison also provides businesses with additional opportunities to up-sell and cross-sell. For example, utility companies can partner with appliance companies to present customers savings on low-energy appliances that can also reduce their energy costs.
EngageOne Liaison solutions are available for either on-premise operation or on demand in both business-to-consumer (B2C) and business-to-business (B2B) models to meet the diverse needs of enterprises of all sizes.
For more information and to get started with EngageOne Liaison please contact the Pitney Bowes Business Insight sales team at 800-327-8627, or Email Contact.
About Pitney Bowes Business Insight
Pitney Bowes Business Insight is a software and services company that provides solutions to help organizations acquire, serve and grow relationships with customers and citizens. These solutions enable lifetime customer relationships by integrating data management, location intelligence, sophisticated predictive analytics, rules-based decision making and cross-channel customer interaction management to increase the value of every customer communication while also delivering operational efficiencies.
Pitney Bowes Business Insight is a wholly-owned subsidiary of Pitney Bowes Inc. (NYSE: PBI), a customer communications management technology leader. For more information, please visit www.pbinsight.com and www.pb.com.
Amanda Munroe, 617-779-1816