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Inbound Call Center

Scenario

Hotline or the company has the support. Individuals must be equipped with the knowledge base and CRM .Each customer contact with the company must leave a trace. Another telephone call to the consultant, the client has history of previous contacts. Connections are routed to the consultants in accordance with their skills and availability. Client connection should be redirected to a consultant who could best solve his case, ie, from where they last spoke, or that which will provide him with information about the status of the case.
Consultants need to contact during discussions with the Supervisor. Supervisor listens to the conversation, or may be switched on as the third conducted by consultants for the discussions..

Need

• Customer Service Organization of the high efficiency of doing business customers
• The need for call recording complaints
• Reporting time and performance of consultants
• Database Management requires that regulations on the protection and processing of personal data

Solution

The system consists of the communication server equipped with a multi-level IVR module (called Interactive Voice Response). IVR module is managed from within the software. The consultants are equipped with traditional phones and Smartphone Application CTI CRM module chat. Supervisor is equipped with a smartphone application CTI CRM consultants monitoring module, the status of calls, eavesdropping and incorporation of the conversation. Consultants login to the system via the mobile determine their availability in the system.

Smartphone Software CTI CRM is integrated with a database of customers and the corporate knowledge base