· Reduce development and deployment costs
· Leverage existing technology investments, including Domino, WebSphere, Lotus Instant Messaging, Lotus Team Workplace, MS
· Exchange, IBM DB/2, and Oracle
· Take a major step toward bringing Lotus technology into J2EE via the portal
· “Webify” traditional green-screen / mainframe / Legacy systems / CICS applications
· Get true thin-client, open access to all required tools regardless of where they reside
Change how your organization works
· Manage change more efficiently and effectively
· Standardize procedures across groups & locations within your organization
· Improve lines of communication between geographically dispersed employees
· Decrease the time to market for new product launches
· Ease the dissemination of new product information to customers, employees and business partners
=============================================================
Genesys –
http://www.genesyslab.com/contact_center/solutions/hz/customer_service.asp
Genesys Inbound Voice, combined with the Customer Interaction Management Platform, improves service by routing calls to the best-qualified agent or self-service resource. Gplus Adapters incorporate data from CRM systems, match customer segments to agents, and present customer information in an integrated agent desktop. The routing process uses schedules maintained in Genesys Workforce Management to balance inbound call and e-mail volumes with the need to sustain scheduled work activities. Genesys E-mail leverages this same sophisticated routing and increases overall efficiency by blending different types of interactions to maximize use of agents and help reduce costs. Implementing Genesys Voice Platform (Self-Service) offers the additional benefit of reducing costs through voice self-service / IVR and still enables customers to seamlessly transition to an agent when necessary. Genesys Info Mart captures data for reporting and detailed analysis. For companies without enterprise-level CRM, Genesys Contact Navigator (Agent Desktop) increases productivity with scripting and contact management tools while the Supervisor Desktop manages resources and queues across the enterprise.
====================================================
PeopleSoft-
http://www.oracle.com/applications/peoplesoft/crm/ent/index.html
http://www.oracle.com/applications/peoplesoft/crm/ent/module/crm_comm.html
CRM for Communications includes the following functionality:
Order configuration and validation
Order management workflow
Convergent bundle management
Complex service, equipment and bundle pricing
Services management
Account activation and management
Phone number management
Billing and account management
Fraud management
Partner enablement
Dispute management
Customer segmenting
Churn management
Žádné komentáře:
Okomentovat