Tops Consulting: Solution for automation of contact center

TOPS CRM for contact center is the CRM solution of automation of contact centers which is effectively using communication channels with clients.

On October 14, 2014 the Tops Consulting company presented a new solution for automation of contact centers, on the Microsoft Dynamics CRM platform.

The solution helps to increase quality of client service, marketing effectiveness and sales. It is reached by means of complete accounting and preserving of all incoming requests, fast providing information to the necessary client, optimization of holding marketing campaigns, "thin setup" of offers for different customer groups and automation of work of the call center operator.

"The role of contact centers significantly extended today: it not only service, but also sales, analytics, a feedback with users. Exactly here the client expects to find the solution of urgent questions, and the contact center directly obtains the major information on its requests, problems, expectations. Our solution allows contact centers: as much as possible to be customer oriented, exceed their expectations on efficiency and quality of service, to make the contribution to successful sales and promotion of the companies", - Evgeny Lebedev, the Head of Department of CRM of TOPS Consulting company noted.

The solution TOPS Consulting can be used in own contact centers of clients and also in outsourcing call centers, requirement in which constantly grows. It allows to wage large-scale telemarketing campaigns and has a broad spectrum of flexible analytical reports for efficiency evaluation of work of contact center as in general, and on certain clients, campaigns, the periods. The CRM system considers quantity of the calls processed by the specific operator, the average duration of a conversation, dialing time, dynamics of the arriving requests, percent of conversion of requests in orders of new services, both quantitative, and qualitative indexes are estimated.

Advantages

• simplicity of integration into already available business applications and information systems,
• flexible configurations,
• intuitive interface
• broad functionality,
• existence of ready connectors to the most known types of automatic telephone exchange.