Overview

Communication Centre brings together all customer information and customer care functions, allowing agents to efficiently provide support to customers. Agents can:

• Manage all customer calls and requests through a single screen.

• Use Computer Telephony Integration (CTI) tools to manage incoming calls in CRM.COM.  

Setting Up Communication Centre 

Before you start using Communication Centre, you will need to set up the system to reflect your own business needs.

Search Settings

Define the business rules that are used to control the behavior of the communication centre and the information it displays. Search Settings provides a list of available settings to be used when searching for customers in the communication centre.

Search Operator 

Through the settings you can define the Search Operator used as the default operator that will be used in 'quick' and 'advanced' search. The options are:

• = - An exact match is required.

• Like - Use a % sign before or after the search text, or just type the first letters of the word (without a '%').

Communications 

In the communication centre you can search for customers through logged communications. Through this setting you can define the maximum number of communications created by the logged in user to be retrieved when searching for a contact using logged communications. If specified, the logged communications are retrieved in chronological descending order (latest first). If not specified then all the communications will be retrieved.

Contact 

Specify which of the Contact details will be enabled as criteria for the quick search and/or the advanced search. You may define the order in which the criteria will appear (Quick Search Display Order).

Address

Specify which of the Address details will be enabled as criteria for the quick search and/or the advanced search. You may also define the order in which the criteria will appear using the Display Order.

Account 

Specify which of the Account details will be enabled as criteria for the quick search and/or the advanced search. You may define the order in which the criteria will appear.

Subscriptions

Specify which of the Subscription details will be enabled as criteria for the quick search and/or the advance search. You may define the order in which the criteria will appear.

Allowed Actions

A number of actions can be made available via the communication centre, choose and enable the required actions. When an action is enabled the users can complete the task directly through the communication centre screen instead of through the respective module. Options are:

• CRM
  • Log Company Information (default)

  • Log Person Information (default)

  • Create a Communication (default)
  • Plan a Job
  • Raise a Service Request
  • Schedule an Activity
  • Take a Lead
• Billing & Subscription
  • Become Subscriber
• Finance
  • Create new Account (default) 
  • Cancel eVoucher
  • Purchase eVoucher
  • Retrieve Voucher Secret Number
  • Pay a Bill
  • Post an Invoice 
  • Post a Payment
  • Use Voucher
  • Use Wallet to Purchase Electronic Voucher

CTI Settings 

Enable (set to ON) to make CTI (Computer Technology Integration) available through the Communication Centre. Choose from the two providers CRM.COM CTI Event Listener or Asterisk, additional related information is required to set up Asterisk (an open source PBX).  

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Using Communication Centre

Searching for customers in the communication centre

Contacts can be searched and retrieved using 'Quick Search', 'Advanced Search' or 'Latest Communications' in the Communication Centre.  

Quick Search 

Select the item of information to be used as the search criteria, provide a possible value and an operator to determine how the value must match the results.  

For example, if 'Phone Number' was selected as the search criteria then provide a number in the 'Type to Search' space. Choose from the operators:

• = - An exact match is required. 

• Like - Use a % sign before or after the search text, or just type the first letters/numbers (without a '%').

The available fields and default operators are defined in the communication centre Search Settings definition. 

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Advanced Search

'Advanced Search' uses a combination of fields and returns a list of contact details that meet all the search criteria. Use +Condition to add additional search criteria. The available search criteria are enabled through the active communication centre Search Settings definition. 

Latest Communications

'Latest Communications' can be used to retrieve a contact for which a recent communication was logged. The maximum number of retrieved communications is defined in the communication centre 72843431Communication section. 

• 1. Click on the Latest Communications button in the menu bar to retrieve all communications created by the logged in user, in chronological order starting from the most recent.

  2. Select a communication by clicking on the Contact name to load its associated details.
     

Managing customer requests through the Communication Centre

Various customer requests can be managed through the communication centre. The Actions menu option provides a list of possible actions (defined in communication centre Allowed Actions) that are commonly used to complete customer requests. Actions allow efficient use of the system as agents won't need to navigate away from communication centre to complete customer requests.

If a contact has not yet been selected, then only actions for creating a new contact ('Person' or 'Company'), creating a new account, or retrieving the secret number of a voucher are available.

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Navigating around the Communication Centre

The Communication Centre is separated in 5 sections, each one providing information associated to the area selected, as well as quick links to view more information or perform updates.

Dashboard

Dashboard provides overall information for the customer including accounts, wallets, subscriptions, customer care as well as payments.  

Subscriptions

Displays the selected customer's subscriptions. Select a subscription from the list and click on View to access the subscription screen and modify the subscription. 

Financials

Displays a list of the customer's accounts. Select an account from the list to access financial and wallet transactions of the account or click on View to access the account screen. 

Customer Care

Provides information on customer care modules that were created for the selected customer (i.e. Service Requests, Activities, Leads). Locate the customer care module by specifying search criteria, and select View to see the complete information screen. Communications associated to the customer are also displayed.

Rewards 

Provides a list of rewards transactions associated with the selected customer account and specified criteria. Click on View to access the rewards transaction screen with further information. Rewards transactions cannot be edited but they can be cancelled by the user.

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