XRM® Contact Center
Omnichannel contact center that can be configured without the help of technicians
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Use a tech-friendly tool that is a real alternative to expensive telephony systems and works as a user-friendly graphical interface that combines all the processes of servicing your customers and communicating with them.
Tatyana Fedorovskaya
The system allows to start communication with the client by phone, continue in the Telegram and finish by e-mail. And this is all with the full preservation of the history of communication and all the accompanying data in a single window of the operator or account manager. This interaction is called omnichannel.
Tatyana Fedorovskaya
Basic and optional modules XRM® CONTACT CENTER
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Softphone on WebRTC technology
The operator uses browser and get web access from any location of the workplace.
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Recording system
Recording sound in 3 channels on the server (subscriber during IVR, conversation between the subscriber and the operator, conversation between the operator and the back office). Records are encrypted according to PCI-DSS certification. The operator’s local record is short-term and is intended for post-processing a call. Record video sessions. Video recording of actions on the operator’s screen.
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Outgoing automatic calls
Generator of automated outgoing calls to a client with the ability to play sound file recordings.
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Predictive outgoing calls
Generator of automated outgoing calls to the client with connection to the free operator and the number of channels used higher than the number of free operators in Erlang.
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Outgoing calls of progressive type
Generator of automated outgoing calls to the client with connection to the free operator.
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Video calls and video conferences
Extender for working with multilateral video connections.
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Skill groups
Register of operator specialization levels according to various criteria, an editor of criteria and levels, an editor of boundary indicators and relationships.
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WFM-planning of working hours and workloads
Auto-scheduling, management and forecasting of workloads, “Evaluation Sheets” for evaluating the quality of work of operators and a mobile application of the operator with a 3-month schedule and plan / fact reports.
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Stand-alone IVR Editor
Web-based tool for managing the sequence of IVR branches with the ability to collect statistics on the passage of IVR sessions along routes and time spent on the branch.
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Outgoing automatic robotic calls
Generator of automated outgoing calls to a client using a robotic announcer that reads texts of personal services to the subscriber with the ability of further connection with the operator.
What tasks does XRM® Contact Center perform?
Additional system features
- SIP trunk connector. Changing settings (or creating) of each SIP trunk, regardless of the number of lines.
- Connector of external / internal telephone exchange. Changing settings (or creating) of each link to other private branch exchange (telephone exchange) systems, regardless of the number of lines.
- Activating the registry of operators and supervisors. A role model of access rights from XRM® Contact Center user registry.
- Text-to-speech converter. Software announcer that reads to the subscriber dynamic texts of personal greetings and menu items in the selected language aloud.
- Waiting time informant. Automatically-operated announcer that reads to the subscriber “communication timeout” and “your position in the communication timeout queue”.
- Dialog script “Quality of Service Assessment”, CSA, NPS via IVR. Automated dialogs for assessing customer service in tone mode.
- Connector for sending SMS via SMPP, HTML, SMTP.
- The editor of text ITR branches. Module of the designer of text IVR branches for building automatic chat conversations.
How the system looks like — screenshot gallery
A convenient, intuitive and modern interface will help you use the full functionality of the system easily
Integration capabilities
XRM® Contact Center can be linked to any program or site over an API. Do not need to open a dozen applications — all data about customers, marketing, products, sales and accounts will be in one system.
If the API for applications in your company is not available — do not worry, our certified specialists will write an integration code.
XRM® Contact Center is used by
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Oschadbank
Oschadny Bank is a large state-owned bank with a network of 6,000 branches, and the number of clients served by it is more than 20 million. The Bank has a long history, and during this time it has gone through many transformations that led to the formation of regional specifics of work and a decentralized model of customer service.
Anton TyutyunIntegration with the Call center has greatly simplified the work of operators, who can now easily identify a client and offer differentiated services. In addition, the system provided the accounting of the working time of operators, the formation of the schedule of their work and control over its implementation.
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DTEK
One of the key suppliers of heat and electricity for residents of the capital. The company effectively manages an extensive system of electrical networks, repair and construction, transport and many other technical divisions. DTEK Kyiv Electric Networks fully meets the needs of city residents for electrical energy.
The project of automation of the contact center and customer service center (CSC) for high-quality customer service with the introduction of an analytics system, document flow and the construction of an application complex to improve the efficiency of business processes.
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Utility Center
The main purpose of the CCS is to open and organize the work of service centers for customer service in all matters of the provision of housing and communal services. The priority direction of development of the service includes the possibility of pre-recording by phone or via the Internet and remote customer service.
Konstantin Lopatin, deputy directorIn this solution, we saw the potential of the platform in the development of automated customer service, which will increase the volume and quality of services provided using the optimal resource operators.
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YASNO
YASNO is a reliable supplier of gas and energy efficiency solutions.
The project of automation of the contact center and customer service center (CSC) for high-quality customer service with the introduction of an analytics system, document flow and the construction of an application complex to improve the efficiency of business processes.
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Generali Garant
The insurance company Generali Garant is part of the Generali Group, which is one of the largest insurance groups in the world. The company regularly demonstrates a high rating of financial reliability of the insurer on an international scale for liabilities in national and foreign currencies.
Igor Sharov, Executive Director for IT, Ukrainian Insurance Company "Generali Garant"The main effect of the implementation of a solution based on Microsoft Dynamics CRM in the Generali Guarantor is an increase in speed and an improvement in the quality of service in settling insurance claims.
By saving time and more efficient work of the operators, the throughput of our contact center has increased significantly. With the help of a CRM system, it has become much easier to track employee performance in branches. It becomes easier for employees to work because they have information, because operators work in shifts, and they are not able to remember customers and all events. CRM allows them to quickly get all the necessary information before the start of communication.
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Our customers
received lots of benefits
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Oschadbank fully automated the processing of complaints received from social networks, the website, email, SMS and call center.
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Increased customer loyalty and increased the number of active operations on banking products Oschadbank
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Implemented a project to automate the contact center and customer service center (CSC)
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The system of in-depth analytics on calls to the Kyivenergo contact center has been set up
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Significant increase in customer satisfaction rates (CSC)
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Significantly increased throughput of the contact center of Generali Garant
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Improving customer service through integration of the Generali Garant contact center with a CRM system
Please answer the questions below if you are interested in the XRM® Contact Center and it’s price
1. Do you want to place the telephone part (PBX + Contact center + Softphone Server) in the Microsoft Azure cloud, or do you want to use the servers in your Data Center or server room bunker? The system architecture and deployment time depend on this.
2. Like the previous question, where will you store the CRM part of the contact center? We offer different options:
a. Mini-CRM built into the XRM® Contact Center with only 4 functions: contact registration and its affiliation, communication history with operator’s comments, customer service quality assessment, communication segmentation, deduplication, search.
b. Cloud Microsoft Dynamics 365.
c. On premise Microsoft Dynamics 365 in your Data Center.
d. Any other CRM system.
3. Will operators use automatic dialogs (scripts) when making incoming / outgoing calls.
4. To have a call, which additional systems must the operator have access to? What is the type of operator access to these systems (thick / thin client, the presence of APIs, buses, the ability to embed iframes in the windows of the operator's softphone.
5. When the contact card pops up, what data from the customer's short and long history must be pre-filled by the system in the card, does additional processing for qualitative and quantitative assessment of this information need to be displayed before the operator displays it?
6. Where should incoming call processing results be stored? How will the results of call processing, reports, automated processes, information retrieval and selection, segmentation and assignment of actions be further used?
7. Do you need to embed contact center buttons in other customer applications?
8. Do you need to generate outgoing campaign calls. Where and how is the list of subscribers (campaign participants) created? From what sources are the key subscriber fields for the campaign collected? What system does Campaign Management play is planned - our set of programs, or do you already have a generator of marketing activities and you are just looking for a "caller"?
9. Where you want to save the results of processing outgoing calls.
10. Do you need to record all conversations in audio format? Do you need to record all operators’ work in video format? Does network bandwidth and available storage space allow such capacious operations?
11. Is it necessary to constantly record the parameters and performance results of the Contact Center for further planning of loads and resources? Where do you need to save the results of the contact center performance (operator actions, line actions, queues, IVR subscriber actions) - the cloud, or your existing data warehouse?
12. Number of lines / operators / sites / shifts. Do you need a shift scheduling system, queues, workloads, lines, sites, workplace planning - the WFM system? Do you need our WFM module, or integration with your existing one?
13. Do you need an operator evaluation system - our module, or integration with your existing system?
14. Will a speech recognition system be used? Do you need to integrate with your existing speech recognition system, or do you plan to use our module? Should audio be processed in the cloud or on your Data Center's servers?
15. Will a voice generator be used to convert printed texts to speech? Do you need to integrate with your existing speech generation system, or do you plan to use our module? Should audio be processed in the cloud or on your Data Center's servers?
16. Do you need an artificial intelligence to conduct automated speech dialogue? Do you need to integrate with your existing artificial intelligence system, or do you plan to use our module? Should audio be processed in the cloud or on your Data Center's servers?
17. What messengers and social networks do you plan for chats? Does your company have a registered public name in these messengers and social networks? Does your company have a DUNS number (the international organization code required to register a public name)?
18. Do you plan to have videos in chats? For identity video (Do you need to integrate with your existing video identification system, or do you plan to use our module)? Should audio be processed in the cloud or on your Data Center's servers?
19. Do you have a list of self-service functions that the subscriber can perform independently in an automatic mode from a voice call or in a chat?
20. What technological downtime of the whole set do you consider acceptable? How much total downtime per year do you consider acceptable?
IMPORTANT! The price and timing of the XRM® Contact Center depend on the answers to these questions. And your willingness to implement a contact center depends on your willingness to answer these questions.
History and achievements of E-Consulting development of contact centers
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2009
E-Consulting development department begins development of Microsoft Dynamics CRM integration add-ons over Avaya, Cisco, Genesys, Nortel, Asterisk, Lira communication platforms. Already at the end of the year we close the first projects in the company’s Generalli Garant, AVIS, Euro Assurance.
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2011
E-Consulting completed a large-scale project to implement a contact center based on Microsoft Dynamics CRM platform, which allowed the creation of an organized deposit payment scheme to depositors of troubled banks Rodovid and Ukrprombank through the Estimated Bank of Ukraine. In the first 24 days of the system’s operation, 117 thousand customers were served, not counting 30 thousand depositors who took advantage of the self-service via the bank’s web portal.
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2015
Is a new year, and a new major customer! This time the contract is signed with the Public Service Center, an organization that provides housing services to millions of customers. The contact center is deployed based on UCMA — the core of the communication service Lync and Skype for Business from Microsoft.
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2016
E-Consulting provides the OKKO filling station network with an internal contact center, integrating IBM with the Service Desk. A system of “evaluation sheets” was built for a detailed evaluation of the work of operators and supervisors for all communication platforms. The “Nominator” module was built, which allows you to automatically and manually schedule client meetings with the required resource (cash box for payments, a manager for the service, or an element of the electronic branch of the branch).
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2017
A new important element appears in the contact center of Oschadbank - a chat bot, which significantly increases the speed of customer service. Contact center ForteBank (Kazakhstan) connects Genesys and Microsoft Dynamics CRM. An industrial platform WFM Workforce Management has been developed for building shifts, schedules, forecasts and management of working time for contact center personnel, regardless of the type of communication platform.
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2018
Becomes possible to use a dynamic IVR in the contact center. Due to this, the company participates in the technical organization of the festival Atlas Weekend and Eurovision in Ukraine. For the client “Oschadbank”, with which the cooperation has been going on for the 7th year, the opportunity to receive a virtual bank card via IVR, as well as receiving a PIN-code of the card has been realized. The contact center of the Kharkiv city administration was built. The beginning of the construction of a large-scale communication platform of the Electronic Court of Ukraine. An innovative approach to communications allowed the creation of a contact center, in which 200,000 participants in judicial actions are simultaneously connected into separate conferences at court hearings sites with the connection of external participants and internal cameras for video recording of protocols.
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2019
- IVR graphic designer and session routing are being developed. Omni-channels of connections through any social networks, instant messengers, chat rooms and corporate mobile applications with the participation of contact center operators or VIP-managers are added. Introduced AI Ready and NLP Ready technologies for building automated processing services for Voice to text and Text to Speech.
- The company receives the Microsoft ISV Partner of the Year Award in Solutions for Automating Customer Relationship Management.
- Implemented projects for the implementation and support of CRM systems at AVON, Tarantino Family, Ameria Bank.
- Cooperation with Hyundai Motors Ukraine and Kyivenergo. -
2020
- Successful demo launch of the XRM® Contact Center solution for one of the largest contact centers in Ukraine.
- The system has been expanded with new modules. -
2021
- The work is carried out in accordance with the concluded contracts.
- The company is working on new projects.
Do you have any questions?
About the product, E-Consulting company or our implementation experience? Contact us — we will answer your questions