CRM for Contact Centers
Service Type:Consulting, Professional Service
Business Need:Customer Service, CRM
Works With:Microsoft Dynamics CRM 2011, Microsoft Dynamics CRM 4.0
Industry Focus:General - Applicable to All
For large enterprise organizations: Do you operate a high volume inbound contact centers that conducts case management, answer questions/ inquiries, perform enrollments, support purchases and deliver service resolution? Are you also working to improve customer satisfaction, increase productivity, reduce agent turnover and training time? If so, the Avanade CRM for Contact Centers is an integrated solution that helps enterprise organizations across industries:
• Encourage agent engagement to increase customer satisfaction
• Reduce training costs by facilitating collaboration between agents
• Easily onboard new employees and increase speed to productivity
• Reduce call handling time by creating highly effective customer interactions
• Share knowledge across service teams and provide more consistent customer experience
Our solution is oriented to the customer service agents’ needs. It enables agents to combine high productivity with world-class service through an enhanced unified desktop and automation capabilities. The Avanade CRM for Contact Center solution also offers agent collaboration tools, Computer Telephony Integration (CTI), agent performance management and process management capabilities.
We also know that agents need more than efficient systems. Agent engagement is critical to delivering satisfied customers and to retaining employees. Our solution improves agent engagement with industry leading gamification techniques which allow managers to focus agents’ attention on critical tasks and inspire customer service representatives to find ways to delight their customers.
Our solution also supports multi-channel interaction management including intelligent customer self-help portals.
We offer flexible delivery options either on-premises or in the cloud through Avanade Online Services (AOS) for CRM. AOS is our comprehensive Software-as-a-Service (SaaS) offering.
CRM for Contact Centers has not been reviewed by any customers.
The views and opinions submitted and expressed here are not those of Microsoft.