Nowadays the ability of a company to use the most advanced technologies in its business is a major factor of its maturity and a prerequisite for high quality of customer service.
Oracle Siebel CRM applications use the most advanced methods and technologies of sales, marketing, and customer service. Software Solutions Oracle Siebel CRM to easily and efficiently integrated with any applications and are supported by a number of services including ten years of experience in the field of CRM. More than two million employees at more than 4,000 organizations worldwide use Siebel solutions to increase profitability and customer satisfaction at lower operating costs.
CISCO is the world leading supplier of Contact Center solutions on IP telephony platform.
Key technology of the call center.
- Intelligent routing of calls – the call will be received by the operator who is best prepared for receiving and servicing this call
- IVR (Interactive Voice Response) – significantly reduces the cost of processing a call by excluding the work of an operator.
- Conversation recording - allows to provide valuable information about the content of conversations with the clients and to evaluate the quality of call processing
- Smart Script allows to significantly improve the efficiency of operators’ work by increasing the speed and reducing the number of erroneous actions
- CSat IVR (customer satisfaction) – automatic feedback from the client (by means of interactive voice response immediately after the end of the call) and the corresponding assessment of the level of customer satisfaction.
- CTI (Computer Telephony Integration) - integrated computer telephony, in our case, the IPCC integration with Oracle Siebel CRM. Ensures high individualization of call processing by accumulating information and proving the operator with the history of interaction with the subscriber at the time of the call.
Main information technologies
- Multifunctional information CRM system Oracle Siebel CRM prvides high efficiency of all processes related to client service of our Customers.
- Information analysis system on the Deductor platform provides high quality of data bases (deduplication, cleaning) and sampling for direct marketing campaigns.
A reporting system on the platform Crystal Report allows you to receive reports of any complexity and provide Cstomers with easy access to reports on their projects.
Main telecommunication technologies
- Multichannel- the subscriber will never hear a “busy” signal
- Free phone 8-800 – free to the caller calls from any part of the Russian Federation.
- SMS protocol – the possibility to receive/send SMS to subscribers both in the automatic mode according to specified rules or in manual mode by the call center operator
IP telephony – significantly reduces the cost of long distance connections during federal marketing campaigns