GMCS for contact centers

The Microsoft corporation registered in the fall of 2013 the solution of the GMCS company entering into the Maykor group for contact centers based on Microsoft Dynamics CRM which application allows to optimize client service in the key directions and at any sizes of the customer base. The solution can be used for support of work both own contact center of the company, and outsourcing contact centers or home operators (house agents).

The solution GMCS is designed to help to organize work of modern multifunctional contact center. The flexibility of the Microsoft Dynamics CRM platform and universal mechanisms of setup allow to deploy in short terms the solution both for contact center of telecommunication company, and for contact center of the energy company or company rendering professional services. Thanks to support of the concept of a single window of the operator, the single interface for processing of all types of addresses and a single communication framework cost reduction at customer service is reached, the quality of the rendered services and customer satisfaction degree increases.

The interface of a single window of the call center operator is optimized for fast step-by-step data loading — within several seconds that allows to answer quickly a call and to reduce waiting time and, as a result, customer service. In particular, in a single window the operator can trace all history of interaction with each client, including the addresses arriving via different channels (a call, the website, a personal account, e-mail), the status of the answer according to each address and also quickly to receive a feedback. Besides, data from the different service systems, billing, the geographic information system reflecting the card of network and also nodes of network infrastructure and other sources of information are consolidated in a single window that it is especially relevant for telecommunication companies, underlined in GMCS.

The statistical widgets configured by the operator, instruments of obtaining the necessary analytical reporting belong to key solution components also a CTI panel for work with telephony of the customer in the mode of a single window.

"Today, when traditional call centers consign to the past and the customer-oriented companies select functional contact centers with multi-channel services, to the market qualitatively new solutions are required. The tool which we offer contains broad functionality, is simple and clear in use and allows to conduct pro-active customer service on all communication channels, including popular social networks" — Svetlana Gudkova, the development director of department of the products CRM of GMCS company said.

Except contact center, the solution can be used by sales departments, service, marketing and also to be applied directly in sales points. For example, to employees of sales points the opportunity of a full-fledged work with base of clients is given, to registration of addresses and printing of documents (agreements, acts, invoices and other).