Contact manager and customizable multichannel

Perfect tool for contact management: customer service and help desk service.

Efficient and flexible multichannel contact manager (phone, SMS, e-mail, Fax)

• Product designed to optimize management time and increase productivity at every touch, with a significant cost reduction and profitability.
• Lets keep in a single application, customer management and contact all the different channels and in different languages.
• The RunDesk allows integration with SAP, AS-400 and client applications.
• It adapts to the needs and characteristics of the service and the company.
• Facilitates quick search of information.
• Data collection of high added value for the company, avoiding duplication.
• It helps to give the company a better image in customer service, as it avoids re-explain the problem to change partner.
• All these efforts are always accessible to any authorized user, anywhere, and using web interfac

Benefits

• Reducing overall costs of the service
• Increased productivity
• Greater Efficiency
• Improved quality of service
• Getting information from high-value customers and market
• Improving the brand image
• Reduction of errors

Key Features

• Easy implementation for use in web and not require any installation on client systems, ie, non-intrusive.
• Connectivity and interactivity multichannel and multi-departmental, manages any type of contact with the client and any end to end event.
• Flexible, with different modes of access and interaction (User, Supervision, Client Area).
• Adaptable / scalable to current / future service growth

Functionalities

• Recognition of customers via phone, fax and e-mail
• Depending on the phone, the agent opens the tab for each service
• Call records / contacts received
• Outstanding Event Management
• Automatically Escalation of customer calls
• Cataloging calls
• CTI Integration
• Control of first call resolution
• Alarm response time
• Customers RunDesk                    

Clientes RunDesk

Services that use

• Order to Cash
• HELP DESK
• INCIDENT MANAGEMENT
• CUSTOMER SERVICE
• CAMPAIGN ISSUE