CRM Station

The CRM Station consists of a customized solution to increase customer confidence through a complete approach in tracking customer call centre & interaction records.

With its dynamic architecture, CRM Station enables unified cross-channel communications with an application platform that enables rapid deployment of robust functionality to manage seamlessly and efficiently all customer interactions. CRM station modules are CTI ready with PBX Systems integration, ACD or IVR systems via TAPI protocol.

  • CRM integrated front end to display critical information obtained from existing back-end systems in the call centre
  • Minimal response times for any customer communication in the call centre environment
  • Self-help ad-hoc information on customer account status in the CRM Station
  • Single view or interaction by the call centre to access complete CRM information on the respective account leading to faster response
  • Call Centre efficiencies in answering enquiries and processing requests by CRM Station PC client
  • Complete retrieval of customer account from databases
  • CTI enabled display of customer information
  • CRM display of customer details and interaction history
  • Multiple levels for user management and CRM purposes
  • Microsoft Outlook & Exchange Server data migration and merging
  • Excel, html and .csv files migration for easy CRM data integration
  • Converged communications: multichannel PABX systems - letters, faxes, emails, telephone recordings and personal interactions as a single access
  • Caters for outbound contact centers like insurance, debt collection, conducting surveys or telesales related activities
  • FAQ (Frequently Asked Questions) guided engine to obtain relevant information
  • Dynamic product categories across industries for call centres
  • User management functionalities for unique allocation of product access
  • Designed for customer service centres where service records and automated ticketing & history tracking is required
  • Escalate tickets and generate status notifications automatically to customers, sales reps, managers, and others
  • Support customers with unified cross-channel communications
  • Automate help ticket routing processes by segments, routes and assign incoming tickets
  • Pull out information based on in-built dynamic search engine like historical service and return goods requests
  • Customizable scoring criteria scenarios in the call centre
  • Dynamic numeric finesse scoring for call centre corporate compliance
  • Multi-user scoring including self-scoring for agent, supervisor and quality assurance evaluations
  • Review and compile performance metrics based on location, department, group, evaluator, event type, individual agent or other relationship
  • In-built default scoring template by event type with customizable fields
  • Import & Export from .xls, html and csv files for easy scoring data integration
  • Keeps track of quotations, account pipeline and budgetary cash-flow for upcoming months
  • Status tracker for customer account management
  • Automated in-built sales process authorization for corporate compliance like price quotations
  • Customer account information is displayed by activity type for quick monitoring and account management purposes
  • Sales Force Manager with tracking mechanism in accordance to a 7 stage sales cycle
  • Automated remote tracking device with alert feature based on the pre-defined stages that require moving to the next stage
  • Dynamic performance reports with select and sort data based on templates, custom reports or saved reports
  • Crystal Report standards, allowing greater flexibility in tabulating specific data
  • Reports can be extracted to csv, xls or html for further data mining purposes with scheduling options
  • Reports are available to compile statistics about individual form types (customers, groups, product types, call duration, agents
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