The CRM-service Contact Center is a fully featured portal for contacting customers by phone and it is easy to introduce and apply for daily use. The focus of the portal is to meet the daily needs of the agents in their tasks and enable them to keep track of their progress in co-operation with other agents. Like the CRM, the Contact Center is a fully cloud-based service.
All the functions and information about the contact on a single page
The entire contacting process happens on the contact’s page. The contact information as well as all the functions concerning the contact can be accessed on the same page.
After each call, the agent categorizes the result of the call. In addition to the calls, all the actions performed for the contact (e.g. status changes, notes, callbacks and emails) are recorded on the contact's communication history. This way both the agent and the management can keep track on the situation of the contact.
The Home Page of the Agent
On the Home page the agent can make a quick glance on their calls as well as the overall progress of different campaigns. In addition, there is a section where the agent sees the callbacks assigned to them for the ongoing day.
Comprehensive Reporting views
The management can follow the outcomes and progress of the campaigns on a view specifically made for admin users. The view can be further focused on e.g. the call results of a certain agent or to a certain time period.
The reporting continues to the CRM seamlessly and the Contact center data can be used with all CRM reporting tools all the way for Business Intelligence reports.
Contact Center provides a function for recording the calls, callbacks and more.