With more organisations focusing on customer experience, ‘business as usual’ is no longer an option for front line operations. Customer experience transformation is extending well beyond the formal contact centre to include many other front-line teams and individuals. By identifying all customer touchpoints, reviewing processes and providing appropriate tools, significant gains in customer experience and efficiency can be made.
ConnectX now supports 100’s of ‘off the shelf’ telephony integrations including Microsoft Dynamics, Salesforce, SugarCRM and Sage. In addition, market specific integrations are available across hospitality, healthcare, financial services and many more industry sectors.
ConnectX is a contact management solution that works alongside unified communications and contact centre agent desktops to support transformation by connecting technology to simplify workflow and improve customer experience. Customer data is bought alive through telephony integration. Callers can be identified before answering a call and customer records accessed in a single click to provide an efficient and informed service. Contact management can be applied to any front-line role from a formal contact centre to an informal answer point. When receiving a call from an unknown number, ConnectX makes it easy to identify and update contact information. Accurate customer information together with ‘click to dial’ from a customer record reduces errors and saves time when managing outbound communication by voice or text message.
ConnectX can integrate and present up to 3 databases on an individual desktop. When deployed alongside Oak call recording, customer data can be used to tag individual recordings to speed up search and playback.
What are the benefits?
- Call preview option enables callers to be identified before answering a call
- Demographic information speeds up caller verification
- Add caller specific notes to identify special needs and assist with call handling
- One click to access the full customer record
- Reduce errors and improve professionalism
- Quickly identify and capture missing contact information
- Click to dial from a customer record to speed up outbound dialling