Customer relationship management software is defined as business management and automation of the front-office divisions of an organization. CRM software is essentially meant to address the needs of Marketing, Sales and Distribution and Customer Service and Support divisions within an organization and allow the three to share data on prospects, customers, partners, competitors and employees. The purpose of CRM software is to manage the customer through the entire lifecycle,
Call Centre technologoly is based upon CTI and CSTA.Understanding the core fundamentals help build strong designs
ECMA standards...
The industry is very large and keeping up with changes can be difficult. But there is plenty of support.
Customer Contact Assosciation...
Call Center Helper Magazine...
The purpose of Customer relationship management software is to manage the customer through the entire lifecycle. Products include
Siebel...
SAP...
Sage...
Remedy via Fusion...
Online Magazine...
Comparison Site...
General...
Call Recording solutions
Sabio...
Verint...
Weston Digital...
TISL...
Datapoint...
Nice...
GemaTech...
Contact Centre Consulting
Often business requirements change quickly and at short notice. So flexible solutions are the basis of a Contact Centre Model
Yesterdays plans are based on last months data so if you can use tools to modify your plans as each months data is generated you can keep the business up to the minute.
PBX\ACD The choice of the correct telephony solution for a business is of upmost importance to the operation and future growth.
Alcatel,
Aspect,
Avaya,
Bosch (Tenovis),
Ericsson,
Harris,
Nortel,
Mitel,
Phillips,
Rockwell,
Siemens.
DIALER Campaign Control of a business contacts can radically improve sales and Support.
Aspect,
Avaya,
Conversations,
Davox,
eShare,
EIS,
IBM,
Melita.
DEALER SYSTEMS Telephony for Traders.
BT ITS,
Etrali,
Hitachi,
IPC,
Siemens,
Wyatt.
MIDDLEWARE Integration of Telephony Systems.
Aspect,
Avaya,
CT-Connect,
Genesys,
IBM CallPath.
VOICE RECORDING Storage of Calls supports many business functions.
Avaya,
Eyretel,
Nice,
Nortel,
Witness,
Weston Digital systems,
Verint.
QMQuality Management Tools allow Staff to be assesed and trained accordingly.
Eyretel,
Witness.
WFMWorkforce\Workflow Management Tools allow Staffing and Shift pattern management to be handle as part of an integrated business plan.
Blue Pumpkin
CRMCustomer relationship management software is defined as business management and automation of the front-office divisions of an organization. CRM software is essentially meant to address the needs of Marketing, Sales and Distribution and Customer Service and Support divisions within an organization and allow the three to share data on prospects, customers, partners, competitors and employees. The purpose of CRM software is to manage the customer through the entire lifecycle,