Customer relation management efforts by businesses and enterprises strictly depends upon variety of technology system adoption with front end and back end office system applications , communication servers for Web, Emails, Voice , Data , Automatic Call Distribution (ACD), Predictive Dialer, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Skills-based Routing, Recording, Monitoring, Billing and Centralized Management and Administration, Workforce productivity management software and much more.
Businesses performance, reporting & monitoring are dependent upon the architecture of integration of these incongruent applications and systems. Risks of not having harmonious handshake of application and system will cause unhappy, irate customers and ultimately poor grade quality customer services. One common platform with seamless handshake is the sure shot deal for the enterprises and businesses to accomplish profitable bottom line. Risks of not having harmonious handshake of application and system will cause unhappy, irate customers and ultimately poor grade quality customer services.
TCMS addresses the key issues by offering open architecture enterprise grade Computer Telephony Integration (CTI) with API and tool kits with c++ and XML API’s that cross link enterprise resource planning, synchronize customer service efforts and fuse business businesses processes based upon business flows, call flows and business parameters and internal policies and procedures TCMS business communication platform present:
Customized campaigns – Agent screens can be configured uniquely according to campaigns parameters.
Agent Screen pop – Information populating on agents screens can be configured on the fly with the scripting which enables agents as smart agents.
(CTI) Computer telephony integration – links phone systems, databases and other third party application like credit card payment gateways and sync the customer information to agents
Application Generator Tool Kit – Create its own applications with its own debugger that provides infinitely customized campaigns on the fly and reduces the development of business specific applications.
Intelligent call routing & queuing – routes calls and prioritize based upon call distribution parameters.
Interactive Voice Response – IVR self managed systems handle large volumes of customer queries without requiring costly agent resources and compliment 24 x 7 customer service operations.
Information capture – Computer Telephony Integration (CTI) allows information to be displayed in addition to the data capture reporting, monitoring & ROI tracking.
Multiple databases integration – Databases can be queried from different channels like corporate intranet, internet, mainframes, servers and much more.
Automated Number Identification / Direct NIS– Enable to identify a caller and display data to the customer service agent , management for reporting purposes.
Benefits
Informed agents – Customer service agents are relaxed with total view of relevant information and faster response to customer requests.
Customized data screens – API’s availability allows users to customize the screen pop ups and adapt to required policies and procedures associated with each individual campaign.
Productive ‘customer exposure time’ – Most time spent on dealing with customer request rather than searching for information.
Instantaneous Information – Calls handled or transferred are diligently handled with the follow the call data pop ups.
Productivity & Positive Bottom Line – Intelligent data manipulations for management reporting.
|
