CRM Station: CRM for Call Centre IndustryCRM Station provides a complete approach in managing customer call centres & interaction records.  | - CRM integrated front end to display critical information obtained from existing back-end systems in the call centre;
- Minimal response times for any customer communication in the call centre environment;
- Self-help ad-hoc information on customer account status in the CRM Station;
- Single view or interaction by the call centre to access complete CRM information on the respective account leading to faster response;
- Call Centre efficiencies in answering enquiries and processing requests by CRM Station PC client.
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The CRM Station solution is designed for a call centre environment where it consists of a customized solution to increase 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. CRM station modules are CTI ready with integration to PBX systems, ACD or IVR systems via TAPI protocols.
CRM Station Applications CRM Contact Manager Manage customer interactions from a single access CRM Contact Manager Functionalities- Complete retrieval of customer account from databases;
- CTI enabled display of customer information;
- CRM displays customer details and a history of previous interaction histories;
- Multiple levels for account or user management and CRM purposes;
- Data migration and merging functionalities with Microsoft Outlook & Exchange Server;
- Import & Export from .xls, html and .csv files for easy CRM data integration process;
- Converged communications made accessible via multichannel PABX systems - letters, faxes, emails, telephone recordings and personal interactions as a single access.
CRM Contact Manager Demo | CRM Contact Manager Specifications CRM Telesales ManagerMaximize outbound telemarketing interactions with minimal training CRM Telesales Manager Functionalities - Caters for outbound contact centers like insurance, debt collection, conducting surveys or tele-sales related activities;
- CRM Telesales includes a FAQ (Frequently Asked Questions) guided engine to obtain relevant information;
- Dynamic product categories across industries for call centres;
- User management functionalities for unique allocation of product access in call centres;
CRM Telesales Manager Demo | CRM Telesales Manager Specifications Helpdesk Manager (Support & Service)Escalate support and provide proactive results to customers CRM Help Desk Manager Functionalities- Designed for customer service centres where service records and automated ticketing & history tracking is required;
- Escalate tickets and generate status notifications automatically to customers, sales reps, managers, and others;
- Support customers with unified cross-channel communications;
- Automate help ticket routing processes by segments, routes and assign incoming tickets;
- Pull out information based on in-built dynamic search engine like historical service and return good requests;
CRM Helpdesk Manager Demo | CRM Helpdesk Manager Specifications CRM Scoring ManagerCalibrating corporate compliance with performance measurement CRM Scoring Manager Functionalities- Customizable scoring criteria scenarios in the call centre;
- Dynamic numeric finesse scoring for call centre corporate compliance;
- Multi user scoring including self-scoring for agent, supervisor and quality assurance evaluations;
- Review and compile performance metrics based on location, department, group, evaluator, event type, individual agent or other relationship;
- In-built default scoring template by event type with customizable fields;
- Import & Export from .xls, html and csv files for easy scoring data integration process
CRM Scoring Manager Demo | CRM Scoring Manager Specifications CRM Sales Force ManagerComprehensive real-time sales collaboration with customer lifecycle account management CRM Sales Force Manager Functionalities- Keeps track of quotations, account pipeline and budgetary cash-flow for upcoming months;
- Status tracker for customer account management;
- Automated in-built sales process authorization for corporate complicance like price quotations;
- Customer account information is displayed by activity type for quick monitoring and account management purposes;
- Sales Force Manager has a tracking mechanism that is in accordance to a 7 stage sales cycle;
- Automated remote tracking device with alert feature based on the pre-defined stages that requires to moving to the next stage;
CRM Sales Force Manager Demo | CRM Sales Force Manager Specifications CRM Report ManagerDynamic reporting with business specific reports CRM Report Manager Functionalities- Dynamic performance reports with select and sort data, based on templates, custom reports or saved reports;
- Crystal Report standards, allowing greater flexibility in tabulating specific data;
- Reports can be extracted to csv, xls or html for further data mining purposes with scheduling options;
- Reports are available to compile statistics about individual form types (customers, groups, product types, call duration, agents).
CRM Report Manager Demo | CRM Report Manager Specifications
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