Burlington Coat Factory Implements E.piphany Software

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Burlington Coat Factory Warehouse Corp. has completed the implementation of E.piphany Inc.'s call center software, E.piphany said yesterday.

Burlington Coat Factory, Burlington, NJ, said it expects that the software's customer interaction system will let the company streamline business processes and improve customer service. The move was needed after a relaunch of the company's Web site last holiday season prompted increased customer requests from offline and online channels, the company said.

"Before implementing E.piphany, it was difficult to manage the volume of incoming e-mails and phone calls and respond to them in a timely manner," said Ginger Atwater, director of e-business, Burlington Coat Factory. "With the implementation of E.piphany, the problem went away. The system took less than three months to implement, and our agents adopted the system almost immediately."

Burlington Coat Factory signed with E.piphany, San Mateo, CA, in the second quarter of 2001. The implementation was led by FCW Consulting Inc., San Jose, CA, an E.piphany alliance member and customer relationship management integrator.

In related news, E.piphany said Harley-Davidson selected its Service Center Solution to power its contact center initiatives. Harley-Davidson's E.piphany-based customer contact management system will be integrated with the company's existing infrastructure to provide the business intelligence to reduce cycle time for issue resolution and decrease repeat calls.

Accenture, a management and technology consulting company, is working with Harley-Davidson to deliver the E.piphany solution.

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