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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.

Communication Centre Glossary

TermDescription
Customer Care FunctionsA 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 / 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

The ability to search for a contact by retrieving the latest communications created by the logged in user, starting from the most recent one.

Using CTI - Computer Telephony IntegrationWhat would our communication centre be without a CTI!!!

Through CTI (Computer Telephony Integration) Tools, CRM.COM allows you to use 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 open source PBX
Visit Using CTI Integration for more information

Communication Centre Related Modules

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 ApplicationYou 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 data entry page opens for editing
      • 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 Process:

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

Related Areas

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