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After the ACD, the application agents use to respond to customers is the most important one in the call center. Representatives use this app to understand the value of the customer to the enterprise. Contact center agents also use the servicing application to document customer issues and/or the steps that were taken to address them. This creates a record of interactions that can be accessed the next time the customer reaches out for help.
Many companies and government agencies have written custom apps for this. We have helped a number of them build custom apps that "mash-up" data elements from multiple legacy systems into one, customized, streamlined agent desktop. Their CRM system is built exactly to their specifications, and typically reduces handle time by 20-40%, while increasing first call resolution and customer satisfaction.
In cases where you need a CRM system, we can help you clarify your needs, and select a system from one of the major vendors that will integrate to the NexxPhase Customer Interaction Manager. In general, we look for systems to improve your agility, and integrate all the silos of information in your enterprise, creating an end-to-end, adaptable business process.
With the advent of Web Services and other open interfaces, there is typically an API library to make it efficient to accomplish most integrations. We support integration to leading CRM systems such as RightNow technologies, Salesforce.com and other CRM and social networking systems. |
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