Feb, 2002 : Divine Announces Acquisition of SoftMetric
📅 - divine, inc., (divine.com), a provider of solutions for theextended enterprise, today announced that it has acquired SoftMetric, Inc.(softmetric.com), a provider of business activity monitoring and performance analysis solutions for the call center industry. Terms of the all-stock transaction were not disclosed.
The acquisition enhances divine's Customer Interaction Management (CIM)technology offerings. SoftMetric's Performance Management tools andsolutions integrate data from multiple sources, providing an enterprise viewof business process and application activity by individual metric and keyperformance indicators. The reporting and analytical layers are accessiblethrough a simple Web interface that provides navigation directly to problemareas and their root causes.
"We are thrilled about the addition of SoftMetric to our Software Servicesportfolio," said George Landgrebe, president of divine Software Services."The Call Center Analysis Server has delivered immediate business processand performance improvements to companies with sophisticated call centeroperations such as Discover, FirstUSA, Dow Jones, Qwest Wireless and TCIM.Customers using this product have achieved a full ROI in as little as 45days. We are already working with our large call center and extendedenterprise customer base so they can experience similar cost savings,revenue increases and productivity improvements."
Rob Winner, SoftMetric founder and president, joins divine in a seniormanagement position in divine's CIM Telephony business. Mark Fetherolf willalso join divine in a senior management position.
Qwest Communications uses SoftMetric to monitor and analyze the performanceof the outbound telemarketing agencies that are contracted to conductcalling campaigns and sell Qwest products. "SoftMetric has changed the way Imanage my call center business," said Tim Casey, marketing manager inQwest's wireless division. "By analyzing my call center data, right down tothe individual phone representative at each site, I have all of the metricsI need to impact performance, identify training needs and measureattrition."
The acquisition enhances divine's Customer Interaction Management (CIM)technology offerings. SoftMetric's Performance Management tools andsolutions integrate data from multiple sources, providing an enterprise viewof business process and application activity by individual metric and keyperformance indicators. The reporting and analytical layers are accessiblethrough a simple Web interface that provides navigation directly to problemareas and their root causes.
"We are thrilled about the addition of SoftMetric to our Software Servicesportfolio," said George Landgrebe, president of divine Software Services."The Call Center Analysis Server has delivered immediate business processand performance improvements to companies with sophisticated call centeroperations such as Discover, FirstUSA, Dow Jones, Qwest Wireless and TCIM.Customers using this product have achieved a full ROI in as little as 45days. We are already working with our large call center and extendedenterprise customer base so they can experience similar cost savings,revenue increases and productivity improvements."
Rob Winner, SoftMetric founder and president, joins divine in a seniormanagement position in divine's CIM Telephony business. Mark Fetherolf willalso join divine in a senior management position.
Qwest Communications uses SoftMetric to monitor and analyze the performanceof the outbound telemarketing agencies that are contracted to conductcalling campaigns and sell Qwest products. "SoftMetric has changed the way Imanage my call center business," said Tim Casey, marketing manager inQwest's wireless division. "By analyzing my call center data, right down tothe individual phone representative at each site, I have all of the metricsI need to impact performance, identify training needs and measureattrition."
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