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Back to Communication Centre Main Page

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Understand the usage of the Communication Centre within CRM.COM

What does this section cover?

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Table of Contents

Table of Contents

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 is a special screen that brings together 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, allowing agents to provide support to customers easily and efficiently.

Communication Centre Glossary

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.
TermDescriptionCustomer Care Functions
CTIComputer Telephony Integration - Communication Centre can be connected to a Telephone System, allowing agents to handle both incoming and outgoing calls through the Communication Centre screen

Communication Centre Key Processes and Concepts

You can use all Rewards Application's modules through the contact's related entities
Processes / ConceptDescription
Action Panel
Interaction EntityHow
CRM ApplicationYou can use all CRM Application's modules through the action panel and the contact's related entities
Financial ApplicationYou can use all Financial Application's modules through the action panel and the contact's related entities
Billing ApplicationYou can use all Billing Application's modules through the action panel and the contact's related entities
Rewards ApplicationA Action Panel includes 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 a single customer at a time. Actions cover most of the major and frequently used CRM.COM functions; if a customer is not selected ONLY the following 3 actions are available:

  • Log Person Information

  • Log Company Information

  • Retrieve Voucher Secret Number

Complete Set of Actions

  • Pay a Bill
  • Retrieve Voucher Secret Number
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.

Communication Centre Related Modules

  • Use Voucher
  • Schedule an Activity
  • Plan a Job
  • Raise Service Request
  • Take a Lead
  • Create a Communication
  • Log Person Information
  • Log Company Information
  • Create New Accounts Receivable
  • Become Subscriber
  • Post a Payment
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0
  • Sign Up Rewards Participant
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

Not all actions need to be available. In order to customise the set of available actions according to the business requirement, actions to be made available to agents can be selected via the 'Active' Communication Centre Definitions

Latest Communications

Agents deal with hundreds of calls daily and each Communication is registered.   For ease of customer retrieval in cases such as for callback, agents can search for a contact based on the latest Communications they have logged in the System, starting from the most recent.

The number of Communications through which agents can search, is defined in the active Communication Centre Definitions

Using CTI - Computer Telephony Integration

 

Through CTI (Computer Telephony Integration) Tools, CRM.COM supports the use of a telephone PBX (Private Brunch Exchange) in order to manage incoming calls via CRM.COM.
CTI tools are embedded in CRM.COM and provide the ability to manage incoming calls through the Communication Centre screen.

Integration exists with:

  • Asterisk which is an open source PBX and supports communication
  • Any third party Telephony System through Event Listener Integration -
    Status
    colourYellow
    titleAvailable from CRM.COM R11.0.0
Note

View Using CTI for more information.

Communication Centre Access & Viewing Controls

Business Network Characteristics define the level of access for each record. i.e. Whether it will be available for selection, viewing or editing etc.

EntityNetwork CharacteristicsDescription
N/A

 

N/AN/A

Communication Centre Related Modules

EntityInteraction of Communication Centre with the Entity
CRM ApplicationCRM Application functions are available via the Action Panel. Any information from CRM Application modules related to selected Contact Information is also available.
Financial ApplicationFinancial Application functions are available via the Action Panel. Any information from Financial Application modules related to selected Contact Information is also available.
Billing ApplicationBilling Application functions are available via the Action Panel. Any information from Billing Application modules related to selected Contact Information is also available
Rewards ApplicationInformation from Rewards Application modules related to a selected Contact Information is available.  Option to manage the related Rewards Participant is also available

 

Communication Centre - Business Examples

The following section provides business examples to help you understand of how the CRM.COM Communication Centre module is used.

Updating Contact Information

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titleCustomer Support agent of Company ZX wants to modify customer information

Business Requirement

Customer Support agent of Company ZX wants is required to modify a customer after a request made by a customer as follows:inbound call

  • Add a new Address
  • Add a new Email

CRM.COM Solution

  • User Process:
    • Use Quick Search to find the Customer, or if an integration exists with the Telephony System, load the customer's information by answering the call 
    • Customer Information is will be loaded on the Communication Centre screen
    • Click on ADD MORE INFORMATION under the Contact Information section
    • Contact Information summary Data Entry screen opens as in a modal window in Edit mode
      • Add a new Address
      • Add a new Email
    • Click SAVE
 
    • on the modal to save the new addresses

Optionally, the agent can also log a communication for the customer request.

 

Update Customer's Subscription and Perform a Payment

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titleSales Agent of Company ZX wants to modify customer information

Sales Agent of Company ZX wants to modify a customer as follows:is required to

  • Subscribe a customer to a service
  • Pay the latest bill bill of the customer

CRM.COM Solution

  • User Process:

    • Use Quick Search to find the Customer or, if an integration exists with the Telephony System, load the customer's information by answering the call 
    • Customer Information is loaded on the Communication Centre screen
    • Under From the Subscription tab:
      • User selects Select the customer's subscription for which the service will be added and clicks click on MANAGE SUBSCRIPTION
      Under
      • The Subscription Data Entry screen opens in a modal window
        • Add a new Service
        • Bill the Subscription
        • Close the modal to go back to the Communication Centre screen
    • From Action Panel:
      • Click on PAY A BILL

Optionally, the agent can also log a communication for the customer request.


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