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.

Communication Centre Glossary

Term	Description
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
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: Log Person Information Log Company Information 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

Interaction Entity	How
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

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 on the Communication Centre screen
- Click on ADD MORE INFORMATION
- Contact Information summary screen opens 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