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 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.
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 Telesales Manager
Maximize 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.
