Customer Interaction Management

Key Features

CONTACTABILITY Who and when to call? To programme contactability means identifying the working time intervals and handling contacts in the most efficient way. Search, removal, export of results, appointment diary features, compliance with expiry dates and Public Registry of Complaints, etc. SCRIPT DESIGN What to ask, how to reply and what to propose? Define your campaigns, products and sales or customer care script for your contact centre operators. DOCUMENT MANAGEMENT You can adjust the sending of documentation associated with your campaign via e-mail and fax, at any time. You can insert and store contents in the system, e.g. pdf and html, to be sent during a call. You can send on-demand, i.e. the operator sends it, or you can plan it, e.g. on completion of a specific step in the call or sale. MULTI-CHANNEL CALL-BACK Available to customers on the voice, web interface and SMS channels. ANALYTICS to analyse the performance of applications run with easyCIM Contact discover the integrated solution of Performance Analytics and Reporting, probably the best tool to monitor operational processes and reports for contact centre organisations. WEB SERVICES easyCIM Contact guarantees standard protocols and flexibility for new, additional features, for workflow expansion and maximum freedom of development for the customer. Examples: - add a new contact from an Internet website to a multi-channel campaign. - use external systems to validate a code (promotional, bank, etc.) provided by the customer. - send data to a CRM following a purchase.