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Customers today expect to receive service and support at any time, through any communication medium they choose. Unfortunately, delivering on this expectation can be difficult because the typical customer service operation is challenged with stove-piped customer information resulting in inefficient case management, and inconsistent levels of service for customers.
Dialog Manager, part of DM Software customer relationship management (CRM) solutions, solves these problems by delivering a single solution for managing all aspects of the customer relationship. Architected as a multi-channel solution, Dialog Manager enables agents, partners, managers, and other users to maintain a uniform view of all customer information, gain instant access to organizational knowledge, and efficiently provide service and support across every communication channel, including the Web, e-mail, telephone, fax, and more.
A Global Customer View
Dialog Manager provides one-click access to all relevant customer information, from basic personal data, such as name, address, and phone number, to complete profiles, such as service history, previous purchases, and personal preferences. Each person’s record is linked to businesses, accounts, households, products, service-level agreements, and all other relevant information. Every customer interaction, Web visit, e-mail or fax message, or phone call, is captured. This provides agents with immediate access to the customer’s entire contact history regardless of channel. In addition, Dialog Manager can track a customer’s value to the organization and engage business processes accordingly.
Multi-Channel Customer Contact CenterBuild on the premise of being completely channel agnostic, Dialog Manager provides you with the flexibility to support customer interaction across any communication channel and consequently resulting in increased customer loyalty as can customer transparently chose channels of convenience and preference.
Telephone: Leveraging CTI Dialog Manager can “screen pop” inbound calls directly to an agent’s workstation and pre-populate them with customer information. Complete telephony call control capabilities, such as answer, hold, conference, and transfer, are provided directly through the user interface.
E-mail and Fax: Dialog Manager E-mail management capabilities enable customer service representatives to respond efficiently to large volumes of customer e-mail and fax attachments. Seamless integration with Microsoft Outlook and Lotus Notes enables agents to work with familiar mail solution of choice.
Text Chat and Collaboration: Agents and customers can, as an optional feature, interact over the Web in real time using text chat and collaborative page browsing. Transcripts can be captured and stored as part of the customer interaction history. Seamless integration with third party chat solutions. Business Process Driven Service and SupportCustomer interaction in Dialog Manager is driven by sophisticated business processes guidance. For example, a business process guides agents through the opening of service requests (also called inquiries, cases, or tickets). This comprehensive request management process ensures that customer issues are resolved completely, consistently, and quickly. Each agent has a personalized queue of activities to be performed. The system prioritizes tasks and distributes them to the appropriate people or skill groups, ensuring that the most appropriate agents handle inquiries. The system monitors all activities and can send notifications if criteria, such as service-level commitments, are not being met.
As a business process driven service and support solution, Dialog Manager enable dramatically improved end-user acceptance and shorter ramp-up times for new agents leading to rapid return on investment. Additionally greater compliance to business policies is achieved allowing higher consistency in service levels and consequently higher customer satisfaction.
Deep Customer Insight
A consolidated overview of all customer interaction across the extended enterprise is one of the key benefits of Dialog Manager, which enables you to uncover customer behaviour and preferences. These insights can be used in real time to maximize customer satisfaction, suggest personalized cross-sell and up-sell opportunities, and pre-emptively resolve customer’s issues before they become inbound inquiries.
Dialog Manger empowers service managers to improve the overall effectiveness of the contact centre. Service management is empowered to analyze all aspects of a contact centre’s operations, by providing insight into interactions that take place via telephone, the Web, fax, and e-mail. Automatic alerts, notifications, and escalations ensure that no cases fall through the cracks. By enabling companies to deliver outstanding service, Dialog Manager promotes customer satisfaction, which leads, in turn, to increased customer loyalty. |
