Omni-channel contact center

The Contact Management module implements a ticketing mechanism for individual contact processing. Depending on classification of contacts, different workflows are provided and contacts are delegated to different agents or groups of agents for processing. Upon the task delegation, every agent or group responsible for the task receives a notification e-mail and the planned time for processing the task. When the processing time limit is reached, the solution will automatically send an escalation e-mail as a warning to the agent’s superior. During the ticket processing time users can save attachments and use knowledge base for help. The solution enables the users with adequate permissions to monitor contact processing. Also the solution features a powerful engine for service quality improvement which calculates SLA timers. Contact management enables an omni-channel approach to communication channels.

The Direct Sales module implements business process for selling consumer products. The process starts by establishing contact with a client or a potential client through an available communications channel, by means of sending promotional materials or product descriptions. The most significant mode of communication involves a phone call during which an agent tries to arrange a meeting with a potential client at their premises or in a customer branch office. At the meeting a sales representative gives a presentation and tries to close the sales.

The Campaign module implements business processes needed for the execution of campaigns. The purpose of communication campaigns is to obtain information from clients or potential clients and/or to provide some information to clients or potential clients.

The Collections module implements business processes for debt collection. Debt collection includes contacting clients who are late with payments. In the early phase a customer defines the debt collection strategy based on the communication channels that will be used for contacting these clients. Legal action against defaulting clients can be taken in a later phase of the process. The early phase client contact strategy uses all supported communication channels (voice, fax, SMS, e-mail, memo). This strategy is fully automated, based on debt amounts and due dates. In the voice communication (over the phone) the strategy can involve making an automated call or assigning the task of calling a client to an agent, in order to collect information about the client status and gain their commitment to paying the debt. The communication systems featuring fax, text message, e-mail and memo use predefined templates to provide adequate information to the client. In the later phase of the debt collection process, the case is automatically delegated to the risk or legal department for further processing, according to the implemented strategy.