Contact Center

Contact Center

Customer relationship management (CRM) brings to an enterprise more and more benefits such as increases in revenue, higher rates of client satisfaction, and significant savings in operating costs. However, the traditional customer service center will soon be a thing of the past. The new model of call center and other customer care services embraces all-media, self-service-support, or what we recommend hereby is Contact center.

With the purpose of offering enterprises, organizations a specialized communication system supporting for the operation of customer relationship management, TIT provides smart solution with ASCRM – Contact center. A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes both one or more online call centers (built by IP PBX) and other types of customer contact as well, including e-mail newsletters, postal mail catalogs, website inquiries and chats, SMS, and the collection of information from customers. A contact center would typically be provided with special software (CRM) that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally part of an enterprise’s overall customer relationship management So, it is considered to be an important element in multichannel marketing. This solution is based on importance of customers, maintaining sustainable relationships with old customers and potential customers to increase profits for businesses.

As regard of benefits of CRM and Contact center as well, do you consider about these following questions:

  • Did you measure exactly value of customer database?
  • What mean or approach help you manage and take advantage of that worthful asset?
  • Have you integrated database management and customer services yet? Respond inquiries from customers late and miss information of potential customers are regrettable losses.

Integrate and apply technology for building ASCRM – Contact Center is actually a big evolution in awareness, professionalize operations and customer care services, increase sales and enhance brand value.

Advantages of ASCRM

Professional in managing and operating customer service:

  • Manage customer database in special and professional way.
  • Build customer loyalty through a dedicated 24/7 customer service
  • Easily to find and classify customer information in different criteria ( Name, Address, contract, phone number, etc)
  • Receive inquiries, feedback and handle many problems quickly and effectively
  • Automatically display information of customers when counselors receive a call
  • Click directly on the lists to make calls without using normal telephone
  • Support the users to optimize the ability to handle tasks through advanced features, such as Transferring, Forwarding, Conferencing, Voicemail, etc.
  • Increase the productivity: the system is combination of IP PBX and CRM, so it supports a range of advanced features which specialize and increase productivity of working process.

Cost saving:  Contact center cuts costs in two key areas – communication and infrastructure.

  • This intelligent solution helps enterprises reduce the total costs of infrastructure investment. As the system is built up based on IP platform, it can make use of the available infrastructure of enterprises. So, cost of investment for IP system is lower and much more reasonable than the traditional system.
  • Voice communications are transmitted over data networks, cutting out the need for costly traditional telephony where calls are generally billed per minute or second.  As phone calls are routed over existing data networks the need for separate voice and data networks is eliminated, also cutting down the time spent on IT support.
  • Reduce costs by connecting among inter-branches and multiple offices totally free and lower external calling fees up to 15%. So, it saves operation costs for business.

Unified multichannel communications:

  • Advanced IP contact center supports you for interaction with customers via a wide range of channels (phone calls, faxs, voice mails, SMS, email, web chat, web instant questions, etc)
  • Easily implement promoting campaigns by sending information and marketing materials to the numerous lists via SMS and email.
  • Automatically send information to customers on planned schedule via email and SMS. (Greeting cards or best wishes on holidays, birthdays, etc)

Flexible working support:

  • Setting up contact center agents to work from home (or on the move) is much easier using IP-based systems than with traditional systems. In theory, all home and mobile workers need is a high speed internet/broadband connection, a PC and a telephone/softphone/smartphone to handle calls – with managers and supervisors able to monitor them just as easily as any other office-based worker.
  • Allow moving easily, increases ability of working outside and outdoor activities for employees. Flexible working offers many advantages to businesses, including the ability to recruit from a larger labor pool, extend opening hours, reduce operating costs and office space.

Support for existing equipment: 

Easily integrate with existing infrastructure of enterprises in all industries and different sizes. With IP-based systems you don’t necessarily need to throw away your old systems and start again.  IP contact center systems frequently work alongside existing PBXs and data systems.

Enhance flexibility and scalability:

Contact center offers scalability, Ability of good customization suit business processes of all enterprises and provides an easy platform which adapts and grows along with the business.  Some large call centers are taking advantage of this flexibility and setting up operations in a main office, with operating call centers and home workers in many locations around the world.

Deployment Model of ASCRM


contact center
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