INTEGRATED CONTACT CENTRE & CRM PLATFORM
Many contact centres also have other systems running in parallel – like Payment Gateways or third-party reporting systems. The integrated contact centre and CRM platform presented on a single agent screen increases productivity and reduces manual errors.
REFERENCE THE IVR INPUT OF THE CUSTOMER
Track the customer’s IVR journey and record those details in the CRM.
CTI AND SCREEN POPS
Customer details are presented to the agent in real-time which reduces call handling time and improves satisfaction
LINK TO CALL RECORDING
Automatically record Call Outcome, Call Duration, Call Notes and location of Call Recording in the CRM.
Our cloud delivery platform means that integration with other web based databases such as Salesforce.com or ServiceNOW can be completed within days and at minimal cost – in contrast with on-premise or hosted solutions where similar integrations are time consuming and often expensive.
SKILLS, CAMPAIGN AND RAPPORT BASED ROUTING
Customers can be routed the most appropriate agent based on profile and previous activities.
Delivered in weeks not months at a fraction of the cost of traditional integration projects.
OUTBOUND DIAL FROM CRM RECORDS
Agents can dial from their CRM application – reducing time and manual errors.