CRM integration.an important step on the 4-stage journey to operational efficiency and superior customer service

The OmniTouch CC Premium Edition adapters are pre-packaged solutions for Microsoft CRM and SAP CRM/ERP integration. Pivotal, Heat and Remedy adapters are also available.

Stage 1 - Fast answers

Not missing calls, providing prompt replies to customer enquiries, routing calls efficiently to agent groups, and making the wait pleasant.
Proposal: an intelligent call distribution system and activity monitoring.

Stage 2 - Agent efficiency

Spend as much time as possible with customers, avoid needlessly repeating information, and make the best use of available sales tools.
Proposal: use CTI tools and integrate customer databases and CRM applications.

Stage 3 - 360° Customer service

Tailor services to customer profiles, establish a multi-channel strategy and segment the offer and skills.
Proposal: intelligent routing, skills management and media blending for multi-channel centers.

Stage 4 - Operational excellence

Make the interaction center organization transparent for the user, apply staff/skill management techniques and personalize interactive voice applications.
Proposal: connect & network valuable resources independent of location, use human-resources management tools, and interactive servers based on open internet technologies.