CRM Integration
Linking to your Customers
Implementing CRM look-ups used to be fraught with system integrator or IT department intervention: this is a thing of the past. With ContactWorld you simply upload a spreadsheet that contains the relevant information and that’s it - all done! At a stroke one of the most tiresome jobs in the call centre has been reduced to a simple task that anyone could do. As your customer records evolve, you just upload a fresh version or, for bigger organisations that use CRM databases, refresh directly to/from them using SOAP interfaces. ContactWorld has a patent-pending module that allows agents and the CTI system to interact with CRM databases in practically real-time; one that does not involve the agent learning the specifics of database operation.
ContactWorld does not need system integrators – we will train you, or your staff, to do everything yourselves more quickly!
The spreadsheet could be a dataset simple held in Microsoft Excel, or it could be the CSV output of a CRM database. The index is the caller id (CLID). There is no limit to the number of caller ids (CLID) that can be processed by the CTI system; indeed one of our customers holds over 50,000 records.
Using the customer CLID as an index, ContactWorld holds up to 16 other key pieces of information about the caller: these can be the simple things such as name and address; it could be more specific fields such as spending history or credit rating; it could be the stage in a given business process that the caller completed the last time a call was made; it could be about buying preferences – such as the caller is a vegetarian that usually buys medium size Cola with a large pizza… There is no real limitation on what is accessible by ContactWorld.
Benefits
- ContactWorld ContactManager module enables read-write CTI interaction with your CRM databases without any programming or even knowledge of the database structure.
- The system will route the caller according to a set of rules that you also define. This could mean treating someone as a member of a group to be handled by a specified group of suitable agents, or treating that one VIP caller in a special way. The routing can be as simple or as sophisticated as necessary…and it is this aspect that lends itself to Individual Caller Treatment, covered in the next section.
- The data held by the ContactWorld ContactManager module has the same ‘look-and-feel’ as the rest of the NewVoiceMedia platform – in fact, the operators may not even realise that they are processing a ‘real’ CRM database.
- Any changes made by the agent during wrap-up are immediately available for call routing – the caller could call back seconds later and experience a completely different flow.
- For those using a CRM database, on a regular timed basis the new information held by ContactWorld is written back into the CRM database using SOAP protocol. This then closes the loop – and no programming, third parties, or special software was required.
ContactWorld caller-centric routing works with a simple spreadsheet of customer information. It is easily linked to your CRM databases - no programming or even knowledge of the database structure needed!
Next page...Individual Caller Treatment