The CRM Station solution is designed for a call centre environment where it consists of a customized solution to increases customer confidence through a complete approach in tracking customer call centre & interaction records. With its dynamic architecture, CRM Station enables unified cross-channel communications, with an application platform that enables you to rapidly deploy robust functionality to seamlessly and efficiently manage all customer interactions.
The solution consists of multiple modules targeted at across industries in the Call Centre Industry. As call centre business are unique in many areas of business, CRM Station comprises of optional modules tailored to multiple industries for a more cost effective approach. The external interfacing modules include Contact Manager, Telemarketing, Sales & Service Support and Scoring. As for internal tracking and monitoring modules, CRM Station modules include Reporting, Sales and Workforce Automation, and an Analytics Dashboards for KPI measurements
Underlying the call center application platform is a knowledge foundation that delivers highly relevant, contextual, and timely information to your agents and customers. This includes answers to customer questions, as well as a single, unified view of all customer interactions. Our software foundation is based on previous experience in refining knowledge delivery based on previous customer interactions. The results are greater agent productivity, lower costs, higher first-time resolution rates, and most importantly—more satisfied customers.
In the design of our CRM Station solution, we have broken down the software modules to different type of applications to enable the application to be more flexible and more configurable for different types of contact centres. All of our CRM station modules are CTI ready with integration to PBX systems, ACD or IVR systems via TAPI protocols.
Transparent & Accurate Dissemination Of Customer Information
The CRM Station provides accurate customer information to the call centre agent on a pop-up screen upon the agent answering a call. Once the agent answers an incoming call from a client, the entire client transaction history is popup on the agent's computer screen. The agent is immediately armed with essential customer information to assists and respond to the customer instantly and accurately.
Unified Corporate Compliance & Information
With time as the key determining factor in any call-centre environment, CRM Station helps you know your customers better with a complete record of all interactions between the customer and agents. Armed with such knowledge, agents are able to provide a consistent and unified response when dealing with the same customer. Maintaining a consistent and unified view to your customer will generate a higher level of customer satisfaction which in turn will be critical in taking your business to greater heights.
Simple & Effective Display Of Unified Information
Understanding that agents requires a simple and automated process in handling customer interactions, CRM Station is designed to Provide a single view for critical information across all communications, leading to a simple and effective deployment of the solution across the broad.
Multichannel Enabled For Mobility MIDP 2.0 J2ME Architecture & Symbian OS
With rising operation costs and dwindling profits, the call centre industry has evolved into a dynamic business segment where mobile agents are a vital part of any call centre environment. Internet Telephony can be defined as real-time voice or multimedia communications over packet switched networks, including the Internet. With the CRM Station J2ME or Symbian agent application, mobile agents can be included in this supply chain with a universal access through the CRM StationCRM’s abilities to track online presence, leading to an automated and transparent approach in (WFA) Work Force Automation. Once the mobile agent logs in via the J2ME or Symbian application, developed on Symbian S60 (The S60 Platform (formerly Series 60 User Interface) is a software platform for mobile phones that runs on Symbian OS) or MIDP 2.0 Platform (MIDP is the Java runtime environment for today's most popular compact mobile information devices, such as cell phones and mainstream PDAs), CRM Station will distribute calls to the agent respectively.
Dynamic Business Rules Call Scripting
By specifying the event type, the user automatically imports the correct pre-built customized questionnaire. Questions are loaded and answered in an easy-to-use template. The call scripting module allows users to create separate Q&A kits where the data structure is organized by Product ID, Type, Description for enterprise-wide roll-up reporting, and allows users to build lists of agents, evaluators, event types and ‘customized questionnaires’.
