Ebanswers CRM fully implements the true value of the call center
Yin Yanfang 2002/06/25
One. Call center faces challenges
. . The call center is a typical application of computer telecom integration technology, which consists of artificial seats and automatic voice response systems. Specifically, the system of interactive call processing is implemented by phone, supporting user dialing service functions under the control of the computer. In short, it is the call response center based on telephone access. . . Now the call center's service channel is gradually extended to the Internet, such as the web interaction, text interaction (CHAT), and VoIP provide services to Internet users. The call center automatically responds to the customer's general problem with the customer's general problem (such as the complaint business) by the automatic voice response system (IVR). The call center is a window of an enterprise exchange. Now how the call center completes one-on-one personalized service to the customer, how to make the call center into a care center, how to sense the needs of customers, discover potential customers, turn the call center into a profit center, how to standardize the workflow of the call center Make the call center operations and corporate normal business organic integration, which is an important challenge facing the center. . . As a professional customer relationship management comprehensive solution provider, StarCraft network fully considers the current reality of call center, providing advanced customer communication groups in Ebanswers ECRM in its enterprise-level customer relationship management system perfectly solved this problem . two. Customer Relationship Management Comprehensive Solution Ebanswers CRM. . Throughout modern enterprises to implement two major objectives, first is to strengthen and standardize companies in marketing, sales processes, technical support, and customer service management. Secondly, the CRM's business philosophy is implementing the integration of CRM and the internal management information system, thus establishing a complete set of customers-oriented enterprise information management systems, CRM on expanding the market size, improve customer loyalty, strengthening corporate management, and improvement Survival competitiveness is of great significance, so it is paying close attention to many companies. . . The Ebanswers CRM system is a customer relationship management software designed based on the above two major goals. It is not only an advanced software technology product, but also a business strategy and management concept. EBANSWERS CRM has continuously improved human resources, business processes and information technology, constantly improving business processes related to customer sales, service and marketing, etc., and improves the automation of all aspects, making companies can lower cost. More efficiently meet customer needs, maximize customer satisfaction and loyalty, save lost customers, retain existing customers, constantly develop new customers, discover and firmly grasp the biggest Value customer base. . . As an enterprise-class customer relationship, Ebanswers CRM includes three functional components that can be seamlessly integrated and independently run: sales, marketing, service process automation software systems; customer communication integrated information schemes; deep business intelligence analysis. The customer's communication layer is a front-end solution to the Ebanswers CRM overall solution. Users can combine the integrated technology of the Star Network Professional Call Center, CTI, Enterprise Communication Server, E-Commerce Platform, etc., to promote the company's publicity Different preferences are passed to the customer.
three. Ebanswers CRM Perfect Integrated Call Center. . Ebanswers CRM has a number of superior functional modules, not only fully realizes the basic functions of the current customer relationship management system, but also fully considers the general and scalable of its protocols and functions in design and development, it can be convenient to existing calls. The central system is integrated, using existing resources to create first-class customer service with a more comprehensive function. At present, there are two ways to integrate existing call center. . . Method 1: When there is a phone to enter the call center, the call center's console console has an incoming call display, which provides a URL link address by the phone number, and incorporate the URL link address to eBanswers. The CRM system deactivates the IE page of the relevant customer information to process: The OCX control embedded in the Ebanswers CRM system provides convenient telephone processing functions, such as dial, telephone transfer, caller ID, telephone conference, etc., so you can easily provide relevant services to customers according to relevant customer information. . . . For example, there is now a new customer Huanghang phone 13082856110 incoming the Ebanswers call center, after receiving this phone number, a URL link address TEL = 217 is generated, attached in the form of a call, the CRM page http: / /ECRM/CRM2/Default.asp?returl=http://ecrm/cr2/search/searchtel_xml.asp, when the traffic is logged in, the corresponding add new clue page will pop up, and the attendant fills in the relevant information, press The "Save" button can create a new clue.
. . In this way, when the customer calls the call center again at 13082856110, the system will automatically pop up the information page of Huanghang for reference, and further supplements can also be made on this basis.
. . With the OCX control embedded in the Ebanswers CRM system, you can easily perform a series of telephone services in the call center, such as clicking the dial icon, which can be easily dial 13082856110. . . Method 2: The Ebanswers CRM system embedded OCX control provides a complete call center function, that is, do not have to pass a call center, the phone can call the Ebanswers CRM system, and the Ebanswers CRM system provides equivalent services with the call center.
. . Ebanswers CRM Integrates this method of the call center clearer, when there is a phone call to the system, the embedded OCX control is taken to the CALL ID, which provides the corresponding URL link address to activate the corresponding IE page for processing . . . Using the embedded OCX control, the Star Internet has fully implemented the function of calling the call center in the web page, the main interface is as follows:
4. Ebanswers CRM implements the true value of the call center. . As a professional customer relationship management comprehensive solution provider, StarCraft has advanced call center, CTI, corporate communication server, e-commerce platform and other technologies. The customer communication layer group is a front-end plan to solve the customer communication in the Ebanswers CRM, and the user can choose the integrated integration of the call center according to the actual situation, and collect market intelligence through the call center unified enterprise and customers. Customer information, better maintenance of customer loyalty, expand sales, from some extent, Ebanswers CRM truly realizes the value of the call center. . . With Ebanswers CRM, you can fully improve the customer management level of the call center. Ebanswers CRM is used by the customer's lifecycle as the main line, and can be accepted, shared, managed, and conveniently realize the service, sales, and marketing of customers through the information collection, sharing, management, and convenience of the client's telephone / Internet. When there is a customer request call center service, use the call center to get a more comprehensive customer relationship record, and can use CRM to obtain accurate and timely reflection with CRM, which can use CRM to obtain accurate and timely reflection. service. Ebanswers CRM provides customers with customer tracking, analysis, and data warehouse in the server side, deepering various information, generating customer intelligence, conduct customer value analysis, mining potential sales opportunities, better phone marketing to promote Customer purchases. . . After the call center is integrated with the customer relationship management system, when there is a phone call, the system will determine whether it is a potential customer, establish a file for the new customer, if it is an old customer, call out the relevant record of the customer, combined with the current The sales chance generates a list of clues and associates them with customers, contacts, and business; assigns customer clues to sales staff; when the opportunity is mature, potential customers become real customers, and the corresponding clues are directly transformed into customer information. And contact information. For specific opportunities, their current stages, the possibility of success, phase change history, tracking history, etc. It can be easily developed. . . On the other hand, the call center is also the information interaction window of CRM, which provides a variety of channels that communicate with the outside world, including telephone, fax, email, web interaction, text interaction, Internet voice access, and more. Call center provides automatic voice response (IVR), automatic fax reply, automatic mail reply, web browsing tracking, etc., automatic receiving a large number of customer access, while performing automatic reply, automatic recording customer information and access characteristics Data mining and analysis of EBANSWERS CRM provide a large number of reliable data. . . Ebanswers CRM makes the call center a care center and profit center, which not only closely connects computer systems and communication systems, but also combines information communication technology with database technology, resulting in faster, efficient and economical business operations. Help companies build effective customer relationship management, improve corporate competitiveness, enabling companies in an invincible market competition. StarCraft (Hangzhou) Network Co., Ltd. Feed CTI Forum Editor
