Customer Relationship Management (CRM)
This section of our technical library presents information and documentation relating to CRM and Customer relationship management software and products.
Providing customer service is vital to maintaining successful business relationships. Accurate and timely information provided in a professional manner is the key to any business and service operation.
Telemation, our CRM software application, was built on this foundation. But the flexibility to change is just as important in this dynamic business environment.
Telemation call center software was designed with this concept from the very beginning.
That is why so many call center managers, with unique and changing requirements, have chosen and continue to use Telemation CRM software as their solution.
Our Telemation CRM solution is ideally suited for call center service bureaus. When you need to quickly implement a new program or change existing campaigns, Telemation is the CRM software solution of choice.
Remote Agents and Customer Relationship Management Software
One of the important benefit of today's telecommunication advancements is the ability for your employees to work from home. Database Systems Corp. has developed a family of telecom products that promote this capability.
Telemation, combined with our PACER call center phone system, fully supports remote agents. Now your customer care workforce can be significantly expanded with the addition of work at home employees. The economic savings and environmental advantages are significant.
To obtain additional information about our remote agent capability, you may view our Remote Agent page.
CRM Telephony and Web Integration
Our CRM Software is CTI enabled with the PACER Predictive Dialer phone system including ACD and IVR with Text To Speech Software capability. Plus we have integrated Telemation with PBX phone systems provided by Nortel, Avaya, Aspect and Rockwell. Telemation call center software supports screen pops with DNIS, Caller ID (ANI), and IVR collected information.
But thatís just the beginning. Telemation can perform virtually any phone function. And you can empower your customers with self-help call center functions from your web site. With the PACER IVR and Web enabling features, your call center can now be a 24 by 7 operation without added personnel expense.
CRM Features and Benefits
- Help Desk Applications
- Online Surveys
- Appointment scheduling
- Follow-up date call backs
- Call history
- Literature fulfillment
- Mass mailing
- System and agent monitoring
- Data import/export
- Order entry and tracking system
- Customer Service and Care
- Contact management
- Customization and integration
- Graphical user presentation
- Inbound/outbound CTI features
- Screen pop with DNIS and ANI
- Predictive dialing/auto dialing
- Web enabled
- Development toolkit
- Remote agent support
- Multiple blended campaigns