Solution White Paper CRM Connectors
|
|
- Rachel Moore
- 8 years ago
- Views:
Transcription
1 Solution White Paper CRM Connectors March, 2016 Todd Samalin, Sales Engineer
2 Index Introduction... 3 Why integrate?... 3 Unified multichannel contact center... 4 Screen pops... 5 Advanced CRM Functionality... 5 Intelligent routing... 6 Single pane of glass... 6 The Bucher + Suter solution approach: b+s CRM connectors... 6 Key b+s connector features... 7 Conclusion... 7 About Bucher + Suter
3 Introduction This white paper outlines the benefits and value proposition of integrating the Cisco Contact Center with Customer Relationship Management (CRM) software. If you are reading this whitepaper it s likely that you are interested in better understanding the challenges companies face related to their customer service strategies and the technologies to be considered when addressing those challenges. Regardless of technical or business perspective, agent productivity is an obvious Key Performance Indicator (KPI) when measuring overall contact center effectiveness. Companies often overlook the impact of CRM tools on contact center efficiency. Analogous to optimizing an airplane s cockpit or fine tuning a race car s aerodynamic shape, little tweaks vastly improve performance. In many ways customer profile data is at the heart of reaching productivity goals. Contact centers can use CRM data to improve the customer experience by connecting them with the agent who has the skills and knowledge to resolve the particular question or problem. Once connected, the agent requires access to detailed contact history in order to be most efficient in addressing customers needs. With the agent at the core of all interactions, making their work simpler and giving them a more intuitive operating environment will improve Average Handle Time (AHT), first contact resolution, and overall customer satisfaction. Next, contact centers must consider customer communication preferences and provide a consistent service experience regardless of channel. Whether your goal is to deliver excellent customer service, increase sales or reduce costs, an omnichannel strategy is critical in delivering interaction consistency. The question is no longer whether or not to provide multiple interaction channels, but how. A 360 degree view of the customer is the next thing to consider. Implementing strategies that enable every agent to have full contact history, purchasing history, service history and personal profile data will have a dramatic effect on organizational efficiency as well as customer service satisfaction. A CRM integration to the contact center helps achieve this by augmenting CRM data with customer interaction data provided by the contact routing system. Supervisors and agents should be able to pull up the full contact history of all interaction types from one place, the CRM. To be truly customer focused, contact centers need to think strategically about how they interact with customers. As companies struggle to differentiate their products and services, customer service becomes an even more crucial success factor. When competitor websites are just a click away, the level of service provided often determines the difference between a repeat customer and a lost customer. Businesses must adapt to customer needs and deliver the variety of interaction channels that today s texting and focused society demands. Why integrate? From the business perspective, the simple answer is to simultaneously reduce costs and improve customer service. Cost reduction efforts are often focused on labor savings which minimizes the amount of time agents spend on phone calls without jeopardizing superior customer service. The 3
4 goal is to be able to handle the same workload with fewer agents or re-purpose agents to handle other work. From the human interaction perspective the less tangible answer is to drive functional efficiency at the minute by minute interaction level. This can be done by giving agents a Graphical User Interface (GUI) environment which maximizes the chance of a successful interaction. From the operational perspective we can reduce the number of applications being introduced to the environment, get more out of existing investments and in some cases, reduce recurring IT expenditure. Five areas of key functionality that can be achieved through CRM integration are: 1. A unified, multichannel contact center which improves customer satisfaction by giving a consistent experience across any channel (e.g. voice, , chat, Social Media etc.). 2. CRM screen pop, screen pop on transfer and agent to agent screen sharing eliminate the need for customers to repeat themselves and wait for the agent to manually look up their CRM records. 3. Functional enhancement features within the CRM such as click to dial, customer interaction history access, Real Time Displays and call recording buttons simplify the agent experience. 4. Intelligent routing taps into CRM data, directing customers to agents who have the optimal skills and knowledge to quickly and efficiently address their needs. 5. A single pane of glass approach eliminates fumbling between applications, providing agents with access to necessary tools AND information in a single GUI. So let s focus in more detail on each functional area. Unified multichannel contact center By offering customers a variety of ways to reach you (voice, , chat, Social Media etc.) and using integrated contact center tools, your company can enhance the customer experience, reduce costs, and take better advantage of sales opportunities. Integrating the contact center with a CRM s omnichannel capabilities allows a technician to invoke a web chat, a doctor to send an , or a student to request help via Social Media rather than call into the contact center. Let s focus on the chat and communication channels. Integrating your CRM s chat capabilities into the contact center routing platform can decrease costs and increase sales revenue. By allowing agents to handle multiple chats simultaneously, the contact center will require fewer agents to handle the same number of interactions, resulting in labor savings. Giving agents the ability to handle text chats during lulls in voice traffic means that agents 4
5 can be productive during periods in which they would normally be idle, further decreasing labor costs. In addition, text chatting results in fewer telephone calls as customers can resolve their requests and questions online. A reduction in call volume will lower a company s telephone bill. Allowing customers to quickly and easily pose questions to agents via chat can reduce uncertainty during an Internet sale and thus reduce shopping cart abandonment. During the chat session the agent can suggest additional products, increasing average cart size. Giving customers options, such as sending an instead of calling in, enables them to use the channel that makes the most sense to them based on their current situation. Customer s often get ignored, fall through the cracks and/or the response takes an inordinate amount of time to finally get to the customer. If a customer s is ignored they typically call into the contact center which increases costs and results in an irate customer. By integrating CRM based into the contact center platform, you can leverage the contact center s skills based routing engine which will result in more timely responses. Features built into the CRM, such as suggested response templates, will increase response accuracy, thus reducing customer follow up or phone calls. Screen pops In contact centers without CRM integration, customers are often asked to enter an identifier such as an account number into IVR only to then repeat the identifier when connected to an agent. The agent in turn must then search for the correct record in the CRM. Not only is this frustrating for the customer but it s also a waste of time for both parties. By not having to re-ask the customer for an identifier and search for the correct record, contact centers can shorten the time agents spend on phone calls which lowers labor costs. Since customers will spend less time on the contact center s toll free lines the phone bill should go down as well. Multichannel ( , chat, Social Media etc.) screen pops provide a compelling ROI in the form of labor savings but, unlike voice screen pops, don t reduce network costs. Sometimes, an agent must transfer the customer s phone call, or chat session to a coworker with the relevant knowledge or skills to address the customer s question. By integrating the CRM with the contact center platform, the second agent can see the exact same customer information as the first agent via screen pop and/or screen sharing. This way the agent won t have to ask the customer once again who he is and what he wants. Advanced CRM Functionality Contact center platforms capture a wide variety of data such as when an interaction arrived, who answered it, customer identifier, call or task duration, wrap up reason etc. Integrations that pass this data to the CRM s Interaction History provide supervisors and agents with valuable insights into each and every interaction regardless of channel. Telephony-enabling your customer s phone numbers inside the CRM and calling them via click to dial is another important money saving feature of CRM/contact center platform integration. Instead of agents wasting valuable time manually typing a phone number into their phone/softphone they 5
6 can make outbound calls with a single click of the mouse. In a contact centers with high outbound calling volumes, saving even 5 10 seconds per call can result in a significant cost reduction. Intelligent routing Basic skills based routing tries to connect customers to agents based on menu selections in the IVR and agent skills. However, it doesn't factor in additional data stored in the CRM Database. CRM based data combined with data captured in the IVR helps companies capture the context of an Interaction, such as the customer s issue or prior contact, and route the client to the optimal agent based on this additional data. Doing a better job of matching customers to agents will reduce handle times and increase resolution rates. Single pane of glass In a typical contact center, an agent juggles multiple GUIs during an interaction to address questions and requests. Contact centers which provide their agents with access to all relevant data in a single pane of glass simplify the agent work process. Providing agents with seamless access to CRM data through a single GUI increases agent productivity since they will spend less time querying multiple systems. Now agents can immediately jump to the how may I help you stage of the conversation which generates a positive customer perception. Customers want to do business with companies who understand the value of reducing the time it takes to service their needs. The Bucher + Suter solution approach: b+s CRM connectors b+s CRM connectors provide out of the box integration between the Cisco Contact Center and leading CRM solutions on the market today. A productized connector is far easier and less expensive to implement, upgrade and maintain than a custom built or homegrown integration. b+s connector customers can take advantage of new features b+s releases on a regular basis and don t have to worry about ensuring compatibility with the latest versions of connected systems such as the Microsoft OS, the Cisco Contact Center and the CRM. Agents are able to more effectively handle customer interactions by not having to switch between applications and by taking advantage of features such as screen pops, click to dial, call logging, sharing records with other agents and more. There are a variety of 3rd party chat and management software programs on the market today but many lack the ability to integrate into the Cisco Contact Center. These products have their own routing engines, agent GUIs and reporting tools. This means that agents can handle either telephone calls or multimedia interactions but not both simultaneously due to the lack of integration between the Cisco voice routing brain and the 3rd party chat/ routing brain. Having to use separate GUIs and separate reports for different media types is highly inefficient. b+s CRM connectors, on the other hand, enable the Cisco Contact Center to function as the single routing engine for all interaction types provided by the CRM system. These connectors enable both a unified multichannel queue and 6
7 unified multichannel reporting, key goals that many contact centers desire but have yet to implement. Key b+s connector features Conclusion Single pane of glass: Cisco Contact Center customers can use b+s connectors to transform their CRM into a multichannel cockpit capable of supporting both calls and multimedia interactions in a single application. Agent state and interaction control inside of the CRM. Multichannel screen pop, screen pop on transfer and record sharing. Click to dial phone numbers in the CRM and click to dial via a phone directory. Ease of use and installation. Pre-integrated CRM connectors reduce implementation costs, project time lines and agent training. Cisco Outbound Option support: Administrators can export customer data from the CRM to the dialer and agents can participate in preview and predictive dialing campaigns from inside the CRM GUI. Ability to populate CRM interaction histories with data from the Cisco Contact Center such as ANI, DNIS, date, time, duration, call type, wrap up reason etc. Agents and supervisors can access the CRM to see what happened on every interaction regardless of media type. Enabling CRM based multi-channel interactions in a contact center helps reduce labor costs since a multi-channel agent can effectively handle a larger volume of customer interactions than voice-only agents. A single unified queue provides the highest level of routing accuracy and a truly integrated platform makes consolidated, multichannel historical and real time reporting a reality. By integrating CRM multichannel technology to the Cisco contact center, companies can improve customer satisfaction by collaborating with customers using the communication method most convenient for them. Intelligent routing based on both contact center and CRM data helps ensure that interactions are routed to the agent best able to handle them. Bucher + Suter provides pre-integrated connectors that make it easy for contact centers to take advantage of the functionality and benefits described in this white paper. Since these out of the box connectors are implemented via configuration rather than programming, companies no longer need to invest the time and money required for custom integration. Barriers to CRM integration have fallen and companies can now unify their contact center technology with unprecedented ease. 7
8 About Bucher + Suter Bucher + Suter is a registered Cisco Developer Network and Preferred Solution Partner that delivers integrated multi-channel solutions for the Cisco Contact Center, enabling customers to realize additional business value from their Cisco investments. Bucher + Suter has been helping customers implement strategic solutions and achieve their goals for over 30 years. 8
Solution White Paper. CRM Connectors. April, 2015 Todd Samalin Sales Engineer
Solution White Paper CRM Connectors April, 2015 Todd Samalin Sales Engineer Index Introduction... 3 Why integrate?... 5 Unified multichannel contact center... 6 Screen pops... 7 Advanced CRM Functionality...
More informationb+s Connects CCE Edition
b+s Connects CCE Edition A Business Whitepaper by Bucher + Suter May, 2014 Todd Samalin, Sales Engineer Contents General Introduction... 2 What is b+s Connects?... 2 b+s Connects Introduction... 2 Editions...
More informationCRM Integration for Cisco Contact Center
i Solution White Paper CRM Integration for Cisco Contact Center 1 December 2015 Todd Samalin, Sales Engineer Index Introduction... 3 CRM Integration Options... 3 b+s Fusion vs. b+s Connects... 4 b+s Connects...
More informationb+s Connects CCX Edition
b+s Connects CCX Edition A Business Whitepaper by Bucher + Suter April, 2014 Todd Samalin, Sales Engineer Contents Introduction...2 What is b+s Connects?...2 b+s Connects for Salesforce...3 Architecture...4
More informationSolution White Paper. b+s Fusion for Finesse. March 2016 Todd Samalin, Sales Engineer
Solution White Paper b+s Fusion for Finesse March 2016 Todd Samalin, Sales Engineer Inhalt Introduction... 3 Cisco Desktop Strategy... 3 Our Solution: b+s Fusion for Finesse... 4 b+s Fusion CRM... 4 b+s
More informationSolution White Paper b+s Fusion for Finesse
Solution White Paper b+s Fusion for Finesse December 2015 Todd Samalin, Sales Engineer Index Introduction... 3 Cisco Desktop Strategy... 3 Our Solution: b+s Fusion for Finesse... 4 Bucher + Suter s Fusion
More informationBusiness White Paper. Multichannel ROI. March, 2011 Todd Samalin Sales Engineer
Business White Paper Multichannel ROI March, 2011 Todd Samalin Sales Engineer Index Executive Summary... 3 Why calculate ROI in a contact center?... 3 Hard savings and soft savings... 4 Conclusion... 6
More informationMitel MiContact Center Enterprise & Business
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
More informationSiemens HiPath ProCenter Multimedia
Siemens HiPath ProCenter Multimedia Today s business climate is tougher than ever, and chances are your competitors are no longer just a local concern. All this means finding ways of improving customer
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset
More informationIP Contact Center: Realize the Full Business Potential of IP Contact Centers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
More informationOMNIWorks Contact Center Solutions
Delivering Superior Customer Service OMNIWorks Multi-Media Contact Center Today s technology-savvy, time-sensitive customers expect more than just a good product or a great price. They expect even demand,
More informationOverall Solutions and Features
Overall Solutions and Features 9201 Corporate Blvd., Suite 470 Rockville, MD 20850 1-800-350-8656 www.3clogic.com Table of Contents 3CLogic Overview... 2 About 3CLogic... 2 3CLogic Cloud-Based Contact
More informationA vaya IP Office Contact Center Solutions
A vaya IP Office Contact Center Solutions Enhancing Customer Service Growing Your Business Contact center solutions to improve service, increase productivity and lower costs IP Telephony Contact Centers
More informationContact Center Solutions
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
More informationMitel Solidus ecare. Revolutionize how you communicate and collaborate with colleagues, customers and business partners.
Mitel Solidus ecare The All-In-One Contact Center Solution Revolutionize how you communicate and collaborate with colleagues, customers and business partners. Key Features Conference call Configuration
More informationVuesion. Feature Summary & Benefits. Vuesion Multichannel Contact Center Vuesion Workforce Management (WFM/WFO)
Vuesion Feature Summary & Benefits Vuesion Multichannel Contact Center Vuesion Workforce Management (WFM/WFO) Vuesion Multichannel Contact Center combines field-proven inbound and outbound contact center,
More informationCONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY
CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL
More informationTransform your Contact Center into a Relationship Platform with PositiveEdge Solutions
Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers
More informationA vaya IP Office Contact Center Solutions
A vaya IP Office Contact Center Solutions Enhancing Customer Service Growing Your Business Contact center solutions to improve service, increase productivity and lower costs IP Telephony Contact Centers
More informationCisco WebView Reporting
Data Sheet Cisco WebView Reporting Improving customer service in a resource-efficient manner is critical to the success of any contact center. To produce such operational excellence in their facilities,
More informationBuilding a Multi-Channel Contact Center
WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on
More informationDeliver superior customer experiences across all channels
Deliver superior customer experiences across all channels Create an army of advocates who sing your praises It s a fact. Customer advocates are your greatest assets. They spend more, stay with you longer
More informationBuilding a Multi-Channel Contact Center
WHITE PAPER Building a Multi-Channel Contact Center Table of Contents Traditional Call Centers Evolve.... 3 The Multi-Channel Contact Center... 4 More Focus on the Consumer and Customer Experience... 5
More informationMiContact Center Outbound
MiContact Center Outbound Increase revenues and control operating costs with outbound dialing, campaigning and scripting Does your business need to streamline your outbound contact center operations and
More informationProduct Brochure. Enigma Contact Center. Impressive Customer Experience Thru Unifying Communication
Enigma Contact Center Impressive Customer Experience Thru Unifying Communication IP Multi-Channel Contact Center In order to be successful in today s competitive customer care industry, you need to have
More informationAutomatic Call Distribution For Business and Call Centers
Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered
More informationAutomatic Call Distribution For Business and Call Centers
Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationINCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING
brochure MITEL MiCONTACT CENTER OUTBOUND INCREASE REVENUES AND CONTROL OPERATING COSTS WITH OUTBOUND DIALING, CAMPAIGNING, AND SCRIPTING Does your business need to streamline your outbound contact center
More informationSolution Overview: Geomant Contact Expert for Microsoft Lync Server
Solution Overview: Geomant Contact Expert for Microsoft Lync Server Solution Summary Contact Expert is a fully-featured multi-media contact centre software solution for the Microsoft Unified Communications
More informationWhite Paper UC for Business - Outdial Queuing
UC for Business - Outdial Queuing NEC Australia nec.com.au Table of Contents Introduction...4 Overview...4 What is Outdial Queuing?...4 Physical Architecture...5 Call Delivery Process for Outdial Queuing...6
More informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationThe Following Is A Sample From Call Center Basics! Some Call Center Basic Terminology!
The Following Is A Sample From Call Center Basics! Some Call Center Basic Terminology! Before we can discuss call center basics and operation, we need to understand the lingo or the terms used in the call
More informationImprove first contact resolution, increase your bottom line
Improve first contact resolution, increase your bottom line With customer contacts, the third time isn t a charm...it s a service failure. Reaching out over and over again in search of resolution is a
More informationPowerStation Hosted Predictive Dialing
PowerStation Hosted Predictive Dialing Chat with a Live Agent PowerStation HOSTED Predictive Dialing Software: PowerStation IP is a Hosted Predictive Dialing call center management tool used over the Internet.
More informationPBX IVR ACD. 7011Koll Center Parkway, Suite 150 Pleasanton, CA 94566-3140. Phone: (925) 461-4510 Fax: (925) 461-4520 SUPERVISOR, MANAGER
In today s competitive environment, reducing customer service telephone-based customer interaction overhead, improving call handling quality, and maximizing the effectiveness of customer service is a must.
More informationChat Customer Service: Eight Steps to Success
Chat Customer Service: Eight Steps to Success Chat software offers unmatched potential for improving customer service and increasing revenue. Financial services, retail, telecom, and travel companies were
More informationOPTIMIZING ROUTING AND REPORTING ON WHY CUSTOMERS CALL
tech line / may 2014 OPTIMIZING ROUTING AND REPORTING ON WHY CUSTOMERS CALL Take a broader view to do what s best for the center and the customer. By Brian Hinton, Strategic Contact Inc. Pipeline Articles
More informationCUSTOMER CONTACT TECHNOLOGIES. Unifying the Agent Desktop with Noble Composer Mimic NOBLE SYSTEMS
CUSTOMER CONTACT TECHNOLOGIES Unifying the Agent Desktop with Noble Composer Mimic NOBLE SYSTEMS > The State of the Agent Desktop > The Information Challenge > The New Desktop Solution > How Noble Mimic
More informationOrchestra Call Centre/ACD
or your best agents first. Other options include ringing all agents' phones simultaneously and round robin. Give important callers higher priority so that they move closer to the head of the queue and
More informationLeverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper
Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience
More informationAvaya Aura Contact Center 6.2
Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises to anticipate, automate and accelerate
More informationCONVERGEONE + INTERACTIVE INTELLIGENCE
CONVERGEONE + INTERACTIVE INTELLIGENCE Fusing People, Technology, and Strategy OUR COMPANY We are a Platinum Elite partner As a leading global provider of best-in-class communications solutions and services,
More informationERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS
ERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS Ericsson Solidus ecare multimedia contact center is intelligently built on three fundamental groups of powerful
More informationDriving Customer Experience Excellence
Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly
More informationDigiDial- VoIP SSMM Service Overview No Boundaries outside the box of traditional telephony P er ver OecioV
DigiDial-VoIP is a business-grade Voice over IP service that is hosted on DigiLink s IP network and provides a robust, low-cost enterprise voice solution, replacing costly PBX or Centrex service with the
More informationBenefits of using. Why was our power dialer created?
Benefits of using Why was our power dialer created? A power dialer software simply places automated calls when some conditions are met typically when an agent is available to handle them. The dialer considers
More informationMaking the Business Case for Unifying Channels
Whitepaper Making the Business Case for Unifying Channels in Financial Services Your Customer Experience Management Strategy is Only as Strong as Your Weakest Channel Table of Contents Today s Retail Banking
More informationOpenScape Contact Center Agile
OpenScape Contact Center Agile V8 Bringing Customer Satisfaction Within Reach For many small and medium-sized enterprises, superior customer service is a key competitive differentiator. OpenScape Contact
More informationCorvisaOne Contact Center Suite
CorvisaOne Contact Center Suite A fresh approach to contact center technology Change the Way You Define Success DELIVER AMAZING CUSTOMER EXPERIENCES WITH CORVISAONE When customers have multiple choices
More informationIntegrating Voice and Data for Call Center Excellence. logicalage CTI-enabled Contact Control Center
Integrating Voice and Data for Call Center Excellence gent logicalage CTI-enabled Contact Control Center Agent - Call Center Contact Control logicalagent World class service is achieved when: Calls are
More informationINTRODUCTION TO SYNTHESYS
INTRODUCTION TO SYNTHESYS i All rights reserved The contents of this documentation (and other documentation and training materials provided), is the property of Noetica and is strictly confidential. You
More informationAvaya Interaction Center
Avaya Interaction Center Overview Exceeding customer expectations for personalized service across all channels phone, video, email, web, SMS, and social media is no longer an afterthought. For many companies
More informationWhite paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time
White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed
More informationIntegration of Cisco Contact Center in to CRMs. Jens Faulhaber, Bucher+Suter Jens.faulhaber@bucher-suter.com
Integration of Cisco Contact Center in to CRMs Jens Faulhaber, Bucher+Suter Jens.faulhaber@bucher-suter.com Agenda Introduction to Bucher-Suter Business relevance of CRM integration Integration Cisco CC
More informationAvaya IP Office Unified Communications for Small Business
Avaya IP Office Unified Communications for Small Business Unified Communications for Small Business is a suite of applications that: Turns a home phone into an IP Office telephone with the Phone Manager
More informationVuesion. Multimedia Blended Contact Center, Just right for SME. Know. Analyze. Create. Improve. Win.
Intelligent Routing Skills Based Routing Multimedia Contacts Call Reporting CRM Integration Power Outdial Database Screen Pop Voice Recording IVR Vuesion Multimedia Blended Contact Center, Just right for
More informationFrustrated with your current NON-unified communications
Frustrated with your current NON-unified communications solution want to know how to transform and innovate your existing investment? Troy Roberts General Manager AUS/NZ CallTime Solutions Opening Question
More informationA SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS SHARE THIS: www.shoretel.com
A SIMPLE EQUATION CLOUD COMMUNICATIONS = BUSINESS SUCCESS DOES YOUR PHONE SYSTEM INTEGRATE WITH YOUR BUSINESS? The business of today needs to solve numerous problems to achieve success. Fortunately, when
More informationUnified Contact Center
Unified Contact Center for Microsoft Lync Server 2010 & 2013 Qualified Contact Center Solution MaxACD Unified Contact Center for Microsoft Lync Server 2010 and 2013 With Microsoft Lync now being deployed
More information8x8 Virtual Contact Center
8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center
More informationOpenScape Contact Center Agile & Enterprise
OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first
More informationAvaya Aura Contact Center 6.2
Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 is a context-sensitive, collaborative, voice and multichannel customer contact solution that allows enterprises to anticipate, automate and accelerate
More informationBT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow
BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice
More informationPRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0
Version 1.2 HELPDESK EXPRESS 1.0 Revision 1 - March 2005 PRODUCT GUIDE HELPDESK EXPRESS 1.0 Version 1.2 Revision 1 - February 2005 ProTel Communications Ltd. follows a policy of continuous development
More informationInformation. OpenScape Contact Center Agile V8 Bringing Customer Satisfaction Within Reach. Communication for the open minded
Information OpenScape Contact Center Agile V8 Bringing Customer Satisfaction Within Reach Communication for the open minded Siemens Enterprise Communications www.siemens-enterprise.com For many small and
More informationChat Enhancements Optimize Customers Web Experience
Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web
More informationIMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE
IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as
More informationOpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.
OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center
More informationThe Customer Experience:
The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged
More informationCustomer Care Solutions for High Technology Companies
Customer Care Solutions for High Technology Companies Developing and maintaining profitable, long-term customer relationships Show skeptical customers that you re serious about service Overcome ineffective
More information10 ACD/CRM Questions Answered. Table of Contents
10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond
More informationX X X X X. Platinum Edition. Unlimited Extensions. Unlimited Auto Attendants. Unlimited Voicemail Boxes. ACD Features
Feature Name Unlimited Extensions Unlimited Auto Attendants Unlimited Voicemail Boxes ACD Features Feature Description With Evo IP-PB you can add an extension at any time, with no limits and no need to
More informationThe Complete Call Center Solution. supports inbound, outbound, blended, and predictive dialing campaigns. Presentation
The Complete Call Center Solution supports inbound, outbound, blended, and predictive dialing campaigns. Presentation What is Arrow AutoDial? Arrow AutoDial is a complete software and VoIP solution for
More informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationAvaya Aura Contact Center 6.4
Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types
More informationUpstream Works Overview
Upstream Works Software June 2009 Introduction Upstream Works solutions connect customer experience to every aspect of your contact center performance. We provide a complete suite of agent and management
More informationLCM for Cisco CCE and HCS. Three-tiered contact life cycle management to amplify your Cisco platform
LCM for Cisco CCE and HCS Three-tiered contact life cycle management to amplify your Cisco platform A LIST AND CAMPAIGN MANAGEMENT SOLUTION TIGHTLY INTEGRATED TO THE CISCO CCE and HCS DIALER Influence
More informationWhat s New in Version 3.7
Revision SP37-NEW37-41984 Bright Pattern, Inc. 1111 Bayhill Drive, Suite 275, San Bruno, CA 94066 Phone: +1 (650) 529.4099 Fax: +1 (415) 480.1782 www.brightpattern.com 2010-2014 Bright Pattern, Inc. All
More informationUnified Communications
Unified Communications Converge applications and communication channels for superior collaboration and customer care. Office phones, cell phones, voice mail, email, videoconferencing, instant messaging
More informationA Highly Flexible, Two-Tiered Offering
brochure MITEL MiCONTACT CENTER BUSINESS & ENTERPRISE EDITION A Highly Flexible, Two-Tiered Offering Mitel Mi Business and Enterprise Edition are designed for small-and-medium to enterprise-sized businesses
More informationIBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
More informationIntelligence in Action: Business Benefits of a Smart Agent Desktop
Intelligence in Action: Business Benefits of a Smart Agent Desktop Reducing agent effort and improving productivity An Ovum White Paper sponsored by INTRODUCTION Customers are rapidly adopting SMS, email
More informationCUSTOM INTERACTIVE VOICE4NET TELEPHONY SOLUTIONS. Contact Center HD. www.voice4net.com
Contact Center HD Contact Center HD (CCHD ) With competition on a global basis, increased demand from users and lingering economic uncertainty, contact centers are a critical component in any company s
More informationDialShree. (Carrier Grade Predictive Dialer) Team Up With DialShree And Evolve Your Inbound & Outbound Campaigns
DialShree (Carrier Grade Predictive Dialer) Team Up With DialShree And Evolve Your Inbound & Outbound Campaigns MANUAL DIALING VS PREDICTIVE DIALING Manual dialing phone numbers wastes over 75% of each
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationOpenScape Contact Center Agile V8
OpenScape Contact Center Agile V8 Bringing Customer Satisfaction Within Reach Page 1 Agenda Introducing OpenScape Contact Center Agile Business Value Summary Agent Desktop Presence and Collaboration Manager
More informationWAYS. Your Contact Center. to Boost Productivity. Tips for making your call center agents more efficient and your customers happier.
13 WAYS to Boost Productivity IN Your Contact Center Tips for making your call center agents more efficient and your customers happier. 13 Ways to Boost Productivity in Your Contact Center All too often,
More informationSAP Business Communications Management (BCM): Cut through the hype
Orange County Convention Center Orlando, Florida May 15-18, 2011 SAP Business Communications Management (BCM): Cut through the hype Glenn Abel ] [ Abstract SAP Business Communications Management (BCM)
More informationThe Right Way to Do Contact Center Reporting
The Right Way to Do Contact Center Reporting 2012 Sponsored By: - i - DMG Consulting LLC Table of Contents Introduction... 1 Contact Center Reporting Requirements... 2 Top Contact Center Key Performance
More informationMaximize Your Business Opportunities With a ZCC Unified Contact Center Solution
zeacom communications center business solutions paper Maximize Your Business Opportunities With a ZCC Unified Contact Center Solution We selected Zeacom because it allowed us to incorporate multimedia
More informationHow to choose the best CRM implementation partner for your call center
WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel
More informationOne Source, Many Solutions. IUCS - the factory direct approach to improving customer experiences. simplifying communication through CARES TM solutions
simplifying communication through CARES TM solutions One Source, Many Solutions IUCS - the factory direct approach to improving customer experiences For more information: 200 Emerald Bay Drive, Suite 100,
More informationOptimize. Respond to customers faster and easier, no matter how they contact you. Multimedia Contact Center. bring customers closer
Optimize Multimedia Contact Center Respond to customers faster and easier, no matter how they contact you Quick facts 1. 2. 3. 4. 5. We re contact center experts Zeacom has 20 years of experience and 200
More informationHow-to Guide: Top Ways to Improve Contact Center Performance
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
More informationContact Center. UC for Enterprise Contact Center Suite
Contact Center UC for Enterprise Contact Center Suite UC for Enterprise Contact Center suite of applications is the ideal solution for high-traffic contact centers that want to improve responsiveness to
More informationModern Customer Care In a Multi-Channel World
An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer
More information