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Understand the usage of Communication Centre within CRM.COM |
What does this section cover?
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What is the Communication Centre?
Communication Centre provides the ability to perform customer care functions applied by agents and driven by an interaction with the customer, through a special screen that brings all the customer information and all the customer care functions together. Customer care functions are a set of services used to assist customers in making cost effective and correct use of products and services before, during or after the purchase or provisioning of the products or services.
Communication Centre Glossary
| Term | Description |
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| Customer Care Functions | A set of services used to assist customers in making cost effective and correct use of products and services before, during or after the purchase or provisioning of the products or services. |
Communication Centre Key Processes and Concepts
| Processes / Concept | Description |
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| Action Panel | A set of actions that can be performed on the specific customer if they are enabled through the active communication centre definitions. Unless a Contact Information is selected, ONLY the following 3 actions are available:
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| Latest Communications | The ability to search for a contact by retrieving the latest communications created by the logged in user, starting from the most recent one. |
| Using CTI - Computer Telephony Integration | What would our communication centre be without a CTI!!! Through CTI (Computer Telephony Integration) Tools, CRM.COM allows you to use a telephone PBX (Private Brunch Exchange) in order to manage incoming and outgoing calls via CRM.COM. CTI tools are embedded in CRM.COM and provide the ability to manage incoming or outgoing calls through the Communication Centre screen. Current integration exists with Asterisk which is open source PBX Visit Using CTI Integration for more information |
Communication Centre Related Modules
| Interaction Entity | How |
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| CRM Application | You can use all CRM Application's modules through the action panel and the contact's related entities |
| Financial Application | You can use all Financial Application's modules through the action panel and the contact's related entities |
| Billing Application | You can use all Billing Application's modules through the action panel and the contact's related entities |
| Rewards Application | You can use all Rewards Application's modules through the contact's related entities |
Communication Centre - Business Examples
The following section provides business examples to help you understand how CRM.COM Communication Centre module is used.
Updating Contact Information
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Business Requirement Customer Support agent of Company ZX wants to modify a customer as follows:
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Update Customer's Subscription and Perform a Payment
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Sales Agent of Company ZX wants to modify a customer as follows:
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Related Areas
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