InfoServ Call Center

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About InfoServ Customer Manager

InfoServ Customer Manager

Customer Relationships Management (CRM) is a key area for company management, success and survival. Тherefore а business needs a relevant Call center system to enable it to concentrate its efforts on sales and to raise marketing campaigns’ effectiveness, as well as customer relationship.
InfoServ® Customer manager is a professional Call center system with a standard CRM and telephone functionality. When a phone rings, the product automates customers and business partners contacts. The system recognizes the calling customer and a file with the customer available information appears on the operator’s screen. Customer manager has a CRM structure, focused entirely on the customer. The program enables work of many agents (operators) in a local network. A telephone call can be transferred from one agent to another as per customer needs. Each agent has a definite access to the system and his/her own tree of groups. The program is flexible and an operator can enter, correct and delete data according to the access that he/she has. Average indexes of the effect from implementing a Call center system shows 10-20% decrease in administrative expenses. This comes from the following information not statically, but in dynamic. Practice shows that combination “Call + CRM functionalities” leads to an annual rise in sales up to 62% (dependa on hi-tech of the business). It also raises by 3-10% customer satisfaction level.  InfoServ® technology will vastly improve customer handling process, as well as work effectiveness. This accelerates processes and provides opportunities to control every stage of the transaction and to react adequately to a risk.  
InfoServ® Customer manager contains detailed information about each customer-company contact and this data is used by operators when communicating with the customers. The system has buttons for automatic dialing and sending of e-mails, which saves the most valuable asset –  time. The program has a convenient time schedule for time management and event management system.
InfoServ® Customer manager keeps a complete history of all  customer contacts– meetings, telephone calls and correspondence. This ensures continuity in case of employee’s resign –  other employees will immediately handle his/her  work without any damages to the company!
A InfoServ® Marketing Visual SDK module is an option to the programe. It is a graphical designer for schemes elaboration and is used for conducting calls and surveys (telematketing) through predefined scenarios. It is a  wonderful advantage, facilitating to great extent marketing department work. An optional module InfoServ® FAQ and Web links, is very convinient for defining interactive lists of most frequently asked questions and links to web sites, usually used by the operators. The option guarantees fast and correct answer of the company employee to any customer question.
The program is upgradeable, compatible with a lot of integrated applications – accounting systems, billing systems, ERP systems, etc. and can be always modernized. System settings are custom made.
Using InfoServ® Customer manager you will achieve high level customer service! To learn more contact us now. [Contacts]
Example scheme of a company communication, using InfoServ® Customer manager:

call-center-pro

Desiring to offer our customers always the newest and most effective solutions, the team of InfoServ® developed and added as standard the following additional features to the system:

  • InfoServ Task Email - allows the created task, together with its original source or another attachment to be sent as e-mail to an individual or group of customers, whether internal or external to the system with just one mouse click. For each recipient the system generates personalized e-mail, written in both cards to the contractor and the history of the task.
  • InfoServ  Remote user - module, which enables the employees to work from a remote place or from home, and enables managers to manage and control the work processes in the company from all over the World.
  • InfoServ  Remote office – through this module you can connect all the company business units in a single platform.
  • InfoServ Single Point – module, through which the corporate Call center operates as a single point for contact with customers.

    And here is the full list of optional modules that can be added to InfoServ Customer Manager to achieve superior operating comfort of our clients:

    • InfoServ Conference - A possibility for creating phone conferences with an unlimited number of participants. The system allows to keep record of the conducted conference call as well as to add random customers to it. Every conference has a moderator who has the ability to manage the participants in the conference – mute players, change type of conference, exclude a participant from the conference etc. An opportunity for incoming as well as for outgoing conferences is offered.
    • InfoServ Import is a universal module for data import. Any data can be imported into InfoServ Customer Manager via this product. The module works with the following formats: txt, CSV, Excel, Access, all kinds of OLEDB, etc.
    • InfoServ Export enables data export from InfoServ Customer Manager. The product allows export in following formats: txt, CSV, Excel, Access, HTML.
    • InfoServ Custom Fields is a module for custom fields' elaboration. These fields contain customer data as per organization's requirements.
    • InfoServ FAQ and Web Links - This is an interactive question list, containing frequenlty asked questions and most often used websites. This option makes users' work much easier.
    • InfoServ Telemarketing - Module for conducting marketing campaigns, presentations of new products, statistical surveys, debtor calls etc. The system automatically prepares statistical reports for each telemarketing campaign that has been conducted.
    • InfoServ Web Integration makes possible integration of the InfoServ Call Centers with any kind of web-based user applications-databases, corporate web sites, applications in web portals, web services, etc.
    • InfoServ Marketing Visual SDK - a software system for development of schemes for leading telephone talks and making telephone inquiries following prepared in advance scenarios – a wonderful advantage, which determines to great extent the work of every single marketing department.
    • InfoServ Objects - user-defined data structures. Contain unlimited numer of adjustable fields for storing information. Objects are defined in advance by type, depending on the information that will store and display and are arranged in a specific way in the user interface.  Objects can be contacted with customers, company or other object, which helps to quickly visualize and retrieve related data.  Setting the objects as the business model makes them extremely useful for every field of modern economics.
    • InfoServ Documents - module for management and systematization of many documents through an easy to use interface. Integral part of the Call Center and CRM functionality that fully automates the process of collecting, sorting and grading workflow. Providing a single electronic archive with the ability to categorize documents according to products and services therein.  It has a convenient search filters for each attribute.  Ability to limit access rights of various employees.
    • InfoServ Multilanguage is a module to CRM, which provides an option to the system to function in various European languages.
    • InfoServ Secretary is a secretary regime of the system. In this regime incoming calls are received by only one user (a secretary) and distributed to the other users. This module is suitable for organizations, whose communication usually is managed by a secretary.
    • InfoServ Project Manager is an improvement of CRM’s Task management system and is especially designed for elaboration and effective management of long-term projects, which involve multiple tasks and major part of human resources. This module has modern software facilities to automate processes, optimize resources and coordinate effectively employees’ work upon several simultaneous projects.

     

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