Voice & CRM integrated

Enabling voice Customer Experience Management (CEM) that delivers the following benefits:

• Personalises the call experience
• Less need for call backs (one call resolution)
• All data delivered to point of need
• Improved customer retention and so profits
• Protect your customers from competitors

Overview

For all companies the happier the customer the more business you will get from them. Your customers’ experience of your company starts the moment they contact you so why not prioritise important customers over those unsolicited calls? Through integration with your existing CRM system, Natterbox’s Voice Integration service is able to prioritise calls or re-route calls to the relevant people based upon unlimited data (e.g. Customer importance, contract status, opportunity status, location, times of day, etc). As well as routing inbound calls to the correct person, Voice Integration will also update your CRM activity logs with details of each call, including duration and content (optional voice recording) producing training and security material and call metrics from throughout your organisation. The service works without the need for any hardware or software to be installed at your premises because it is a true ‘Cloud’ / ‘SaaS’ service.

Features

• Dynamic inbound call management of ‘wanted’, ‘unwanted’ and ‘unknown’ callers
• Tracking of marketing campaign respondents
• Outbound call monitoring
• Call metric integration to CRM
• CTI integration (click to dial)
• CRM screen data ‘popping’