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Understanding Communication Centre

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What is the Communication Centre?

Communication Centre is a special screen that brings together all customer information and customer care functions, allowing agents to provide support to customers easily and efficiently.

Communication Centre Glossary

TermDescription
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

Processes / ConceptDescription
Action PanelAction Panel includes a set of actions that can be performed on 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
  • 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 AVAILABLE FROM CRM.COM R10.0.0
  • Sign Up Rewards Participant AVAILABLE 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 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 an open source PBX.

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 of how the CRM.COM Communication Centre module is used.

Updating Contact Information

Customer Support agent of Company ZX wants to modify customer information

Business Requirement

Customer Support agent of Company ZX is required to modify a customer after a request made by a customer 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 will be loaded on the Communication Centre screen
    • Click on ADD MORE INFORMATION under the Contact Information section
    • Contact Information Data Entry screen opens in a modal window
      • 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

Sales Agent of Company ZX wants to modify customer information

Sales Agent of Company ZX is required to

  • Subscribe a customer to a service
  • Pay the latest 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
    • From the Subscription tab:
      • Select the customer's subscription for which the service will be added and click on MANAGE SUBSCRIPTION
      • 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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