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DSC Tech Library
This section of our technical library presents information and documentation relating to CRM Vendors and Customer relationship management software and products. Providing customer service is vital to maintaining successful business relationships. Accurate and timely information provided in a professional manner is the key to any business and service operation.
Telemation, our CRM software application, was built on this foundation. But the flexibility to change is just as important in this dynamic business environment.
Telemation call center software was designed with this concept from the very beginning.
That is why so many call center managers, with unique and changing requirements, have chosen and continue to use Telemation CRM software as their solution.
Our Telemation CRM solution is ideally suited for call center service bureaus.
Contact DSC to learn more about our CRM Software and Customer Relationship Management Call Centers.
Customer Interaction Hub
The following is an extract from the article entitled "Is a Customer Interaction Hub Within Reach?" by Pam Baker from CRMDaily and crm-daily.newsfactor.com.
"Despite years of effort to bring all customer contacts under one roof, the goal of a truly seamless customer interaction hub (CIH) is still in the future -- though analysts say it is almost in reach.
"It is the holy grail -- the integrated, multichannel contact center," Sheryl Kingstone, analyst, Yankee Group, told NewsFactor.
Neither exclusively hardware nor software, the CIH is an infrastructure or framework and, in essence, a third-generation enterprise business application. "Imagine a central system that can handle all interactions -- regardless of type, origin and channel -- equally, and automate the majority of them," said Esteban Kolsky, CRM research director, Gartner.
"Think about it as the main computer in Star Trek -- regardless of topic, method of addressing it, or who is doing the asking, the thing could deliver the right answer instantly," Kolsky told NewsFactor.
Nature of the Beast
But is that not what savvy contact centers are doing now? Not quite, experts say.
"The closest any contact center has come is a series of siloed interaction channels (Web, phone, e-mail, chat, etc.) chosen by the customer without regard for business rules and workflow to determine how the interaction should be handled," Fred Landis, CRM research director at Frost & Sullivan told NewsFactor.
So how close to live is CIH in its evolution, and what will it look like when it arrives? "There are signs of integration prowess coming from every avenue. But, ultimately, what constitutes a hub will continue to be very different by industry and company," Forrester vice president John Ragsdale told NewsFactor...."
To view the entire article, please visit crm-daily.newsfactor.com.
CRM Software with Telephony and Web Integration
Telemation is CTI enabled with our call center phone system which features outbound predictive dialing and inbound call distribution (ACD) and Interactive Voice Response (IVR). Plus our phone system supports Text To Speech capability. Telemation is also integrated with other PBX phone systems provided by Nortel, Aspect and Rockwell.
Telemation call center software supports screen pops with DNIS, Caller ID (ANI), and IVR collected information.
But that’s just the beginning. Telemation can perform virtually any phone function. And you can empower your customers with self-help call center functions from your web site. With the PACER IVR and Web enabling features, your call center can now be a 24 by 7 operation without added personnel expense.
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