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Understanding Communication Centre

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What does this section cover?

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.

The Communication Centre module page is fully configurable. This means that the user can set up through Definitions what information will be displayed at the screen and what actions users will be allowed to  perform. 

When the Communication Centre the user will need to load a contact in order to be able to view contact related information or perform any actions. 
There are 2 available search options:

  • Search for a contact, account, order, transaction etc via the Quick Search filters
  • Search for a contact, account, order, transaction etc via the Advanced Find


Communication Centre  Glossary

TermDescription
Customer care functionsA set of services used to assist customers in making cost effective and correct use of a products and services, before, during or after the purchase or provisioning of the products or services

Communication Centre  Key Processes and Concepts

 

in order to search for a contact by retrieving the latest communications created by the logged in user, starting from the most recent one
Processes / ConceptDescription
Action PanelA 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

  • Log Person Information

  • Log Company Information

  • Retrieve Voucher Secret Number

Latest Communications 

Communication Centre  Related Modules

Interaction EntityHow
  
  
  

 

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

Customer Support agent of Company ZX wants to modify customer information

Business Requirement

Customer Support agent of Company ZX wants to modify a customer as follows:

  • Add a new Address
  • Add a new Email


CRM.COM Solution

  • User Process
    • Use Quick Search to find the Customer
    • Customer Information is loaded at the Communication Centre
    • Click on ADD MORE INFORMATION
    • Contact Infrormation summary screen is open as a modal window in Edit mode
      • Add a new Address
      • Add a new Email
    • Click Save

 

 

Update Customer's Subscription and Perform a Payment

Sales Agent of Company ZX wants to modify customer information

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

  • Subscribe customer to a service
  • Pay latest bill 


CRM.COM Solution


  • User Processing
  • Use Quick Search to find the Customer
  • Customer Information is loaded at the Communication Centre
  • Under Subscription
    • User selects the customer's subscription for which the service will be added and clicks on MANAGE SUBSCRIPTION
  • Under Action Panel

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