Xchange, Verizon Form eCRM Partnership

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Xchange Inc., Boston, recently announced that Verizon Communications, New York, the telecommunications company formed by the merger of Bell Atlantic and GTE, will use Xchange's eCRM solutions.

In addition to using Xchange's online and offline campaign management solution, Bell Atlantic purchased Xchange's analytical eCRM solution before the merger's closing, in order to take an in-depth look at customer information to further personalize communications and perform more detailed customer segmentation.

Verizon is using Xchange's eCRM solution to plan, execute and measure the effectiveness of online and offline personalized customer communication campaigns in the former Bell Atlantic's Middle Atlantic and Northeast service area.

The additional Xchange analytics component, purchased earlier this year, will complement the existing eCRM solution by filtering information through an industry-specific lens. The solutions will allow Verizon to scale to meet the needs of its growing business and integrate with numerous front- and back-end applications.

Xchange also announced that MessageMedia has chosen to integrate and resell Xchange's Dialogue technology with its e-mail marketing solutions to provide customers with an enterprisewide eCRM solution.

According to Xchange, the agreement will further increase its share of the booming eCRM marketplace. MessageMedia has purchased a technology license to offer Xchange Dialogue in a hosted application service provider environment. MessageMedia will integrate Xchange Dialogue with its own e-mail marketing, online customer intelligence and online customer care services. The combined offering will enable MessageMedia clients to integrate and coordinate offline channels with their online channels to strengthen customer relationships. MessageMedia will brand this solution as Powered by Xchange.

Also, EDS recently announced that it will extend its CRM services by offering its clients hosted eCRM marketing automation solutions from Xchange. Under the agreement, EDS will host Xchange Dialogue, and, as part of EDS' strategy to provide desktop portals to its CRM clients for more direct access to service offerings, the new offering will allow EDS clients to access Xchange Dialogue remotely.

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