InteractCRM

InteractCRM

InteractCRM has been in the forefront of Customer Experience Management since inception. With a presence in USA, EMEA and APAC, customers include large and small companies all over the globe. Some sample verticals serviced are Retail, Banking, Insurance, Education and Utilities. Customers include ING Bank, Essent/RWE, ADP, GoAir, Aegis BPO, Career Education Corp and many more.

Our products address the following types of critical customer service related business needs

  • Multi-Channel customer communication handling
  • Integrated agent desktop to provide the agent with multichannel customer interaction history.
  • Customer context pop to deliver a 360 degree view of the customer
  • Consistent and personalized customer experience management over multiple communication modes like voice, email , web, mobile texting and social media
  • Proactive customer callback management across multiple media channels
  • Effective and real time agent performance as well as customer satisfaction metrics
  • Non-intrusive notification and proactive outbound communication

ThinConnect Customer Experience Platform is our flagship product which is architected as a multi-tenant cloud solution with the following functionality.

Simple web based unified workspace that has an intuitive structure and Zen like uncluttered design to facilitate quick cycle time of responses and reduce wastage wherever possible. The desktop delivers interactions from the Voice, Video, Email, Chat, SMS, Fax and Social Media channels to make the interaction experience simple and effective.

Email, SMS, Social

  • Automatic Personalized Responses
  • Suggested Responses
  • Communication History
  • Quick Answers
  • Multi agent response collaboration
  • Supervisor Approval
  • Subject matter experts
  • Twitter feed
  • Bi-directional SMS texting
  • SMS surveys

Chat/Video

  • Automatic Message on Hold
  • Push URL
  • Canned Responses
  • Chat Conference
  • Communication History
  • Audio and Video chat using WebRTC

Voice

  • Integrated natively with Avaya PBX
  • Agent softphone with Screen pop
  • Hosted ACD and IVR
  • Blended with non-voice channels

Callback

  • Callback from Avaya voice queue
  • Callback from company website
  • Callback via Text and Mobile apps
  • Callback via Social Media
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