Integration of a contact center into a company’s ICT infrastructure makes it possible to use customer information from other systems, improve service quality, and turn the contact center into an extra «sales department».
While serving a customer, the company learns various information such as date of birth, place of residence, call history, answers to service quality surveys in different branches, and other customer details, which can be used to serve customers better via a contact center.
CROC integrates contact centers with legacy and new CRM solutions, BI systems, and any other ICT infrastructure components, thus making it unnecessary to manually collect and process technological data from various sources, such as call management, recording, workforce management systems or agent’s workstations.
Ultimately, the solution is a synergy of technical functionality and well-established company business processes. When a customer is calling, all collected information is displayed on an agent’s monitor, including already used products and services, potentially interesting options, and remarks made by agents who served the customer during preceding calls. After the call, the solution automatically updates a customer card, with up-to-date information being available to other company’s departments in real time.