Solution for contact center, sales force and customer support

Transcription

1 ContactInCloud_ Solution for contact center, sales force and customer support Technology that Works for You. ContactInCloud_ 1

2 users small, medium and large businesses. The financial sector, insurance, public sector, tourism, medicine, pharmacy, energy, media, car industry, wholesale and distribution and outsourced contact centers processes sales, marketing, call center, collection of receivables, customer support platform On premise, cloud, private cloud, hybrid advantages Easy and quick receipt of user requirements Comping presents a business solution that automates customer care processes and opportunity management. The service covers incoming and outgoing calls in contact center that does not require a separate phone infrastructure such as telephone switchboards or pbx infrastructure networks; Internet access is a single requirement. Along with affordable price and rapid deployment, the solution also enables the agents, operators or sales staff to use the system independently of their location, including work from home or even from a distant island or top of the mountain if necessary. Solution is based on Microsoft Dynamics crm 2011 and Microsoft Lync Server 2010/2013. Microsoft Dynamics crm 2011 is a Customer Relationship Management solution that contains sales, marketing and service module. By integrating Dynamics crm 2011 and Lync server, that represents communication and collaboration system, unique contact center functionality was obtained. Lync server and Microsoft Dynamics crm integration enables easy and rapid processing of user requests. Recognition of incoming calls and callers accelerate agents work in customer service. Click to dial functionality for outgoing calls enables users to work in only one application. Based on this integration and incoming/outgoing calls automation, all phone calls are saved into crm, which enables easy and detailed reporting from crm system. ContactInCloud_ 2

3 Automatic callers phone number recognition Automatic display of caller information Possibility of recording reasons for calling and turning calls to cases (2nd level support) Automatic Call Distribution - automatic call distribution based on defined algorithms (longest idle, roundrobin, parallel) Call forwarding to another operater Interactive Voice Response - call forwarding to responsible groups according to client preferences Call Back - autodial of missed calls * Tracking of calls on hold Voice messages Record all conversations * Click to dial functionality Preparing campaigns and customer segmentation in crm system Autodialing clients according to a particular campaign * Preparation of dialogues for contact center agents Recording call details Distribution of agents based on specific campaigns Monitoring call statistics Record and listen all conversations * ContactInCloud Control Panel ContactInCloud Control Panel is additional user interface which enables supervision of the contact centre. The control panel provides insight into the current state of all the agents, campaigns and calls and offers the ability to update the settings and conditions of incoming and outgoing calls. Contact center managers have real-time detailed information about the current status of agents and are able to deploy agents on individual campaigns, thereby ensuring optimal allocation of resources. * Only in Professional version Advanced control and monitoring of the contact centre call recording is also a possibility. Files are saved on the server and it is enabled for supervisors to subsequently listen each individual call, both missed, and those who are already taken over by agents Variety of communication channels are covered - phone, , sms, fax and social networks. ContactInCloud_ 3

4 The solution covers incoming and outgoing calls in contact center and don t require a separate phone infrastructure such as telephone switchboards or pbx infrastructure networks; Internet access is a single requirement. Along with affordable price and rapid deployment, the solution also enables the agents, operators or sales staff to use the system independently of their location, including work from home. Customer care is a very important part of the service within every organization. Communication between clients and agents within an organization should be minimal and reduced to essential elements. It should be simple and pleasant for every customer. Automation of the processes can speed up communication, and data that are being stored can facilitate agents work in the short run, as well as be a very important input with service or product improvement in the long-term. With incoming calls, agent gets all real time customer information (full name, contact data, active services, etc.). Agent is thus prepared for conversation with the customer; depending on clients past calls, the agent can predict reasons for this customer call. In an easy and quick way agent can insert all required conversation data; if necessary, the agent can create a new case and assign it to responsible person. All crm users get all real time data about all customers and their phone call details, for example, who the client spoke to, what was arranged, etc. All crm users also have overall customer cases (incidents) data, their status, when they were solved and who solved it. Comping solution also encompasses every other contact center function: ivr, call recording, management interface, automatic dialing of missed calls, various reports... The resulting reports, control panels, supervisory boards and graphs further enable business decision-making. Solution is based on Microsoft Dynamics crm 2011 and Microsoft Lync Server 2010/2013. Microsoft Dynamics crm 2011 is a Customer Relationship Management solution that contains sales, marketing and service module. By integrating Dynamics crm 2011 and Lync server, that represents communication and collaboration system, unique contact center functionality was obtained. Lync server and Microsoft Dynamics crm integration enables easy and rapid processing of user requests. Recognition of incoming calls and callers accelerate agents work in customer service. Click to dial functionality for outgoing calls enables users to work in only one application. Based on this integration and incoming/outgoing calls automation, all phone calls are saved into crm, which enables easy and detailed reporting from crm system. Unique user interface is adapted for customer service agents. Functionalities like outgoing and incoming calls and detailed information about customers are quickly available within one window. Apart from overall information about the caller, agents also have detail information about calls waiting, how long customers are waiting and caller s phone number. Application enables agents to accept calls waiting in order to accelerate process of receiving calls, thus making customer satisfied. ContactInCloud application is entirely based on Microsoft technologies and it functions as an upgrade to existing products. Apart from client application that allows agents simple and fast operations, application consists of both the server portion (ucma server), which contains the logic of receiving and outgoing calls, and web applications (Control Panel), which controls and monitors the operation of all agents. ContactInCloud_ 4

5 Incoming calls Outgoing calls Apart from phone calls, ContactInCloud system also integrates other communication channels ( , sms) and integrally monitors all activities through various channels. It also has a complex system of analytics and reporting, with basic reports already created and the possibility for users to create their own reports. X Unique application that allows overall management of incoming calls and client data overview; X Constant access to crm database; X Automatic callers phone number recognition; X Automatic display of caller information; X Possibility of recording reasons for calling and turning calls to cases which represent user s request that is forwarded to the responsible person or regarding queue; X Automatic Call Distribution - automatic call distribution based on defined algorithms (longest idle, round-robin, parallel); X Interactive Voice Response - call forwarding to responsible groups according to client preferences by interaction through voice or the phone numbers dialed; X Unique application that allows overall call management from the contact center and client data overview; X Click to dial functionality in crm 2011 system - crm system user is able to click on the contact form and dial a specific contact phone number; X Appropriate database (crm) with more detailed information on campaigns that are carried out; X Preparing campaigns and customer segmentation in crm system; X Autodialing clients according to a particular campaign, thus enabling fast and efficient campaigns; X Preparation of dialogues for contact center agents; X Automated business processes collecting and processing information using step-by-step scripts; X Call Back - autodial of missed calls (the system recognizes missed calls and starts dialing the numbers when first agent is available); X Tracking of calls on hold; X Control Panel - contact center managers have real-time detailed information about the current status of agents and are able to deploy agents on individual campaigns and thereby ensure optimal allocation of resources; X Detailed control and monitoring of the customer service is enabled by recording all calls. X Recording call details; X Distribution of agents based on specific campaigns; X Monitoring call statistics; X Control Panel - contact center managers have real-time detailed information about the current status of agents and are able to deploy agents on individual campaigns, thereby ensuring optimal allocation of resources; X Detailed control and monitoring of the customer service is enabled by recording all calls. ContactInCloud_ 5

6 ContactInCloud Control Panel ContactInCloud Control Panel is additional user interface which enables supervision of the contact centre. The control panel provides insight into the current state of all the agents, campaigns and calls and offers the ability to update the settings and conditions of incoming and outgoing calls. The application is divided into three parts as follows: Settings defines the agents that are supervised and their role in the contact centre. It is important to define whether an agent receives incoming calls or works on outbound campaigns. You also define the parameters of outgoing campaigns, such as the number of attempts (number of times the system will automatically try to make a call), time between calls (time between two outgoing calls), additional calls (how many phone numbers in comparison to the number of active agents a system will call) and safety time between calls (how many seconds after the call system can assign a new call to an agent). Incoming campaign settings and control for all incoming calls. Supervisor defines groups of agents, updates agents in groups and monitors the status of the agents. Status of each agent and the time of that status are shown. The work of agents is monitored at all times so it is possible to get information such as call time or detailed statistics status of an individual agent. In addition there is an insight into the status of an agent and all active calls in which each supervisor with appropriate powers by listening selected conversation can help an agent to provide proper service to the client. Also supervisors with the relevant authorities have the ability to view all campaigns or call group and deploy agents in individual campaigns and ensure an optimal allocation of resources. Outgoing campaign ContactInCloud allows users to create one or more outbound campaigns, a control panel enables administration and supervision of all these campaigns. It is possible to define agents who will be working in campaigns and talk with customers. Each campaign has its status so that it is possible to stop the campaign or run it when you want to continue with calls. It also provides a detailed insight into call statistics in a way that supervisors at any time know how many successful or unsuccessful calls there were, and how many more numbers they need to call. Advanced control and monitoring of the contact centre call recording is also a possibility. Files are saved on the server and it is enabled for supervisors to subsequently listen each individual call, both missed, and those who are already taken over by agents. ContactInCloud_ 6

7 Instead of expensive and complicated solutions Comping has produced a very simple but complex solution by integrating two recognized and accepted Microsoft products. Integration accomplishes easy to use and well known system that simplifies customer care processes and makes a first step in sales and customer care collaboration also including full analytics of required contact center details. In an easy and fast way instead of implementing organizational crm implementation can be started with crm on a business unit level that will be simple, easy to use and its results will be quickly evident. This kind of crm can later be an example for implementing global crm in the whole organization and a help in avoiding obstacles that were already solved. ContactInCloud_ 7

8 ContactInCloud_ 8 Comping d.o.o. Heinzelova 70, HR Zagreb T F