Metodix.Contact Center

Metodix.Contact Center is an intelligent system of automation of contact center. She will allow to solve problems of deduction existing and involvement of new clients and also to increase income from each client at cost minimization.

Metodix.Contact Center automates a full stroke of customer interaction when processing of the entering and outgoing addresses. Use of the business application considerably increases efficiency of contact center. The concept of "single window" of the operator allowing to reduce all necessary functions and information sources in a type structured, convenient for information search which allows to solve problems of increase a customer loyalty and sales increases is the cornerstone of the solution.

Metodix.Contact Center is the universal "superstructure" integrated with software of call center CISCO AVAYA () and an IT landscape of the company which allows:

• In the online mode to identify and to instantly obtain the complete information on the client
• Quickly and qualitatively to provide reference services at the expense of the built-in mechanism of scenarios of a talk
• Raise income from the client at the expense of the intelligent mechanism of cross-sellings and cross-selling of services and products of the company
• To quickly render customer services and business and critical transactions (requests, blocking, transfers, etc.) at the high level
• Measure efficiency of marketing efforts (demand, a response, etc.)
• Be protected from loss of clients because of long service or impossibility of providing necessary service
• Avoid unauthorized information leak and malicious causing damage at the expense of the centralized control of access rights

The functionality of outgoing communications and management of campaigns of telemarketing is provided.

The Metodix.Contact Center system automates everything process of work of the operator in "single window":

• Identification of the client and obtaining information
• Providing reference services and services
• Sales, cross-sellings and cross-selling of products and services
• Holding outgoing campaigns of telemarketing
• Efficiency analysis of marketing efforts

As a result of use of Metodix.Contact Center not only the effective pipeline principle of service of addresses is created, but also there is intellectual system operation which automatically helps the operator to execute necessary business function (for example, to - to sell, provide information or to perform service). The Business-Intellekt Systems allow to increase loyalty of the existing clients and to increase income of business.

Advantages of Metodix.Contact Center

• Intellectuality of a system for increase in sales
• Rapid implementation and existence of ready processes
• Customizability of business processes
• Simplicity of mastering by call center agents
• High-speed performance and fault tolerance at high loads
• The high level of security at the expense of the powerful mechanism of differentiation of access rights

Process of integration and support of the Metodix.Contact Center system is simple.

The functionality of a system represents set several a component which are the finished solutions and can be used by the Customer, as in a complex, and separately.

1. "The automated workplace of the operator" — the Automated attendant workstation

Provides call control functions, convenient for the operator — acceptance of a call, a transfer (on the employee's Full Name, reference books of divisions, standard subjects, etc.).

2. "Scripting" — Scenarios and scripts of a conversation

Allows to configure scripts and scenarios of work of operators. Scripts of a talk can be set in text form and with autosubstitution of parameters — for example, a full name of the client, an outstanding amount, the name of a marketing action that personalizes communication and increases loyalty. Scenarios of a conversation allow to configure an operations procedure of the operator at communication with the client. Depending on the answer of the client to the operator this or that script of a conversation is displayed.

3. "The card of the client" — Automatic identification of the client and the recommendatory mechanism

The card of the client provides to operators all necessary data on the client — about his agreements and a status of accounts, the current obligations and the provided services, the history of relationship, the list of requests and also the list of the planned actions for the client. Integration of a system with the system of contact center and telephone exchange provides automatic identification of the client and determination of tasks for work with this client — for example, offers for cross-sellings. The client can be identified automatically — by the phone number, the card number, a PIN code, or the operator. Also using additional software tools, the client can be authorized for carrying out financial transactions — determination of a remaining balance on the card, granting an outstanding amount and other confidential information.

Process a cross — sales is based effectively

In a system the matrix a cross — sales from which these or those products can be offered the client is configured At reference of the client to a certain target audience or approaches of the set event to the operator the reminder on cross-selling automatically emerges

4. Directory base is the information module of providing services

The module gives the chance to call center operators easily to provide information which is required for the client, in real time to calculate the cost of different policies or the credits, to select a product, optimal for the client. The knowledge base contains information on products and services of the organization, the list of frequently asked questions (F.A.Q.), information on the addresses of sales points and other data necessary for high-quality and fast customer service.

The functionality of the module allows:

• To quickly find necessary information on products, services, sales points, terms of service, etc.
• In online to calculate the cost of the policy, the credit, to pick up a product, optimal for the client
• Quickly and without additional switchings to answer the client questions of the status of consideration of requests for products, a current status of processing of the address, etc.

5. "Claims and addresses" — registration of claims and wishes

Allows to register addresses and customer complaints in the formalized form. After registration the request is automatically or manually classified and routed to the corresponding responsible persons for processing. The full stroke of processing of requests and addresses allows to standardize internal processes, to control timely execution, to automatically notify the client on results of processing of incidents. Functions of the reporting and analytics allow to reveal and solve typical problems, to analyze dynamics and quality of processing of addresses:

• Plan campaigns and actions
• Register demand of clients — products, a source of information and to analyze results
• Trace a response to marketing actions and sprets-offers
• Carry out questioning of clients on products, services, quality of service

6. "Requests for products" — for sales increase

Fixing of requests of clients for receiving services in contact center will allow to increase percent of converting of addresses to requests. The module contains means for registration and postprocessing of requests for products of the company.

7. "Performing transactions" — quality improvement of customer service

Allows to provide to the client additional services for performing transactions in the mode "online". After authorization additional directory services and financial transactions can be provided to the client (for example, payments, transfers). Remote service helps to cut down operating expenses and to increase quality of customer services.

8. "Outgoing communication (Campaign Management)" — campaign management

Provides functions of the configured campaigns of call-downs and mailings (the fax, email, the SMS) for telemarketing, polls, collecting of debts and other. The system of outgoing communication allows to perform and control on a centralized basis all outgoing calls and mailings by clients. Heads of departments on work with mass market receive the effective mechanism of carrying out and control of marketing campaigns, possibilities of the analysis of contacts with each client, the qualifier of causes of failure and statistics of requests for products. For implementation of effective outgoing communication with clients in a system there is an opportunity:

• Configure typical scenarios of customer interaction
• Configure a template of the letter / address, including using parameters of the client and his agreements
• Create optimal client selection for the personified offer to clients, for example, in case of cross-sellings, cross-selling, or at the known client preferences
• Configure rules of reaction in case of impossibility of delivery of information on this or that communication channel — for example, implementation of a call in case of nondelivery of the SMS — message.