CUSTOMER INTERACTION HUB

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CUSTOMER INTERACTION HUB (CIH)

Are your clients disappointed by the absence of continuity between interactions as they move from channel to channel?

Collab’s Customer Interaction Hub (CIH) is a multichannel contact management system, which allows to create and maintain a clear view of the profile and history for every client. The Customer Interaction Hub platform runs inside OneAgent and automatically records all contacts, whether Inbound or Outbound, continuously maintaining the contact’s history and context.

This process is fundamental to Enterprise Excellency, where we wish to maintain a unique view for each customer, regardless of the channel that is used or time interval between interactions. The purpose of CIH is to allow the agent to resume a conversation with a client while having access to the total context of previous interactions, whether they happened by voice, video, email, chat, social networks, or other channels.

CUSTOMER INTERACTION HUB (CIH)

Front Office

The system allows the day-to-day management of all contacts, including the need for rescheduling of contact attempts for a given date/time, which will be run automatically. It is organized in four main areas:

  • The customer’s file
  • The history of pending issues (unresolved)
  • The list of previous interactions (multi-channel)
  • Actions taken

The goal is to provide, in a single home screen, all relevant information about the client who is being contacted. When the dialogue starts, the agent can then create new issues, interactions, trigger new actions, make satisfaction surveys, etc. Each interaction is accompanied in CIH by two tabs, the first with the profile/ history of the client, and the other with the interaction itself, either a chat, a Facebook post, or the reception/reply to an email.

Back Office

The system contains a powerful administrative back office, with possible configuration of all operations and entities, such as;

  • Problem management
  • Type of subject
  • Service management
  • URL management for integration with the organization’s internal systems (web-services)
  • Actions management
  • User managements
  • Rules management
  • Password management.

CIH

Reporting

An integral part of the Customer Interaction Hub is the reporting ability that complements OneSupervisor’s views, with two essential reports:

  • List of Inbound/Outbound interactions (voice, e-mail, chat, social networks, etc.).
  • Listing of cases/sessions assigned to agents.

Integration with corporate CRM tools

From the architectural point of view, the system also allows the native integration with the organization’s CRM, if it already exists or if it should be acquired, at a later stage.

For further details, drop us an email on mysales@microteltechnology.com.

 

GAMIFICATION – MAKING WORK ENVIRONMENT FUN AND COMPETITIVE

  GAMIFICATION 

GAMIFICATION

 

Gamification is a tool to design behaviors, develop skills, enable innovation. Combined with other technologies and trends, gamification can cause major discontinuities in innovation, employee performance management, education, personal development and customer engagement. It includes:

  • Structuring an ad-hoc world
  • Managing the agent lifecycle
  • Integrating technologies in a perfectly optimized workforce ecosystem

 

GM PORTAL

HOW CAN IT BENEFIT?

  • Gamification motivate workers to complete tasks by making them more fun and appealing.
  • Challenges will create competition, hence, increasing workers performance.
  • Teamwork will often become the main tool to reach goals.
  •  It can also be used as a Learning Tool for trainees to follow and learn about their tasks.

 

With the Gamification Engine of Suite 2.5, we are creating a platform that can be connected to OneWorkForce, OneContact or any other 3rd party software. By doing this, your current Key Performance Indicators can be used to create Quests, Challenges and Achievements that will become available to your agents.

Further information on GAMIFICATION: LEARN MORE

 

THE RIGHT CRM SOLUTION FOR YOUR BUSINESS – CRM SOLUTION BY MICROTEL TECHNOLOGY

Customer Relationship Management

Customer Relationship Management Solutions

There are many CRM Solutions for your business that can be used but choosing the RIGHT one can be a challenge. The right way to choose is by analyzing your organization’s needs. What, particularly, does your business require your CRM for? Although, each of different CRM solutions will carry out the same jobs, each of them emphasizes different aspects of the CRM process.

CRM SOLUTION BY MICROTEL TECHNOLOGY 

Organisations and businesses of all sizes have realized the importance of forging and nurturing long-lasting relationships with their customers. Microtel CRM solutions helps to manage and track customer lifecycle management whether in customer acquisition or customer retention. Providing functionality to enterprises in sales, marketing and customer service through collaborative, operational and analytical components.

Microtel CRM simplifies agent-customer interaction and helps businesses increase productivity through increased cross-selling, service customization and customer retention. There are many benefits and functionality by using this CRM Solution by Microtel Technology:

Inbound Process:

  • Customer Support CRM
  • Help Desk CRM
  • Case Management System

Outbound Process:

  • Sales and Marketing CRM
  • Collections CRM

CRM Inbound Management

  • Customer Service Management
  • Contact Management
  • Service Level Management
  • Operational Level Management
  • Knowledge Management
  • Management Reporting

CRM Announcer

  • Email Management

CRM Assignment

  • Concurrent Assignment
  • Sequential Assignment

CRM Assist

  • FAQ Management
  • Scripting Management
  • Guided Script
  • Fulfillment Management

CRM Alert

  • Notification Management
  • Escalation Management

CRM Integration Kit

Selecting the right CRM Solution may not be easy, but the results of starting with the right solution makes the effort worth it. Microtel CRM facilitates anticipation and responsiveness of the customer requirements accurately. It provides comprehensive features for data collection and communication interactions. Make the right decision by choosing the CRM solution by Microtel Technology.

For further information on our CRM Solution, visit CRM Solutions.