Delivering on-demand Microsoft applications, including Microsoft Exchange e-mail and Microsoft Dynamics CRM, with 24x7 support and 99.9% uptime guarantee.

Overview

Empower your customer service team with a comprehensive view of your customers, enabling them to quickly resolve issues, reduce the length of time a case is open, and provide customised service based on historical data.

 

Complete set of features that empower customer service representatives to better manage interactions, including the following advantages:

  • Familiar user experience via Microsoft Outlook, agent desktop or web client
  • Powerful productivity features like Auto Complete and Smart Search
  • Import and de-duplication of records is seamless and easy to perform
  • Fundamental technical agility to support core service interactions

Account & Contact Management tools include

  • Account, Contact and Case History
  • Contact Management
  • Discovery & Search
  • Data Import and Quality
  • Complex Relationships

accounts and contacts

Complete interaction management capabilities including Knowledge Management and Service Level Agreements, with the following advantages:

  • Customisable agent desktop surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, SharePoint or custom user interface
  • Fully integrated Knowledge Base including authoring and publishing capabilities
  • Robust e-mail support including auto-response and auto promotion of e-mails to case

Interaction & Knowledge Management tools include:

  • Flexible Interaction Framework
  • Contextual User Experience
  • Knowledge Base
  • KB Article Authoring
  • Review and Publishing 
  • SLA and Support Contracts

interaction and knowledge

Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service, with the following advantages:

  • Easy-to-use case management functionality including creation, editing, dispatch, tracking and resolution.
  • Optimize usage of field personnel, fleet, tools, parts and resources

Case Management & Scheduling tools include:

  • Multi-channel Incident Management
  • Communications & Activities Management
  • Routing & Escalation
  • Services & Resources Management 
  • Global Scheduling & Optimization

cases

Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards, with the following advantages:

  • Predictive behavior analytics, like cross-sell/upsell, and historical analytics
  • Critical service reports are provided standard with fully customized reports available easily to any user
  • Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting.

Real-Time Insight, Reporting & Analytics tools include:

  • Customer Analytics
  • Standard Service Reports
  • Custom Reports 
  • OLAP & Data Mining
  • Dashboards & Scorecards

real-time insights, reporting and analytics

Transform the contact center from purely reactionary service into a proactive, strategic arm of the business, with the following key advantages:

  • Predictive behavior analytics, like cross-sell/upsell, and historical analytics
  • Seamlessly integrated, holistic service processes that drive positive behavior
  • Easy-to-Enable "Presence" and click‐to‐dial functionality through integration to Microsoft Office Communications Server 2007.

Proactive Sales & Support tools include:

  • Account & Contact Analysis
  • Upsell & Cross-sell Evaluation
  • Product Recommendation 
  • Proactive Communications
  • Service Campaigns

dashboard