During the call centre activities, a single view of the contact is available coming from all the interaction points. All call centre functions are handled from a single screen thanks to highly sophisticated programming techniques.

Some of the key features:

• Single screen to handle Call Centre Functions from running Call lists, Payment recording to scripting, recording details of inbound calls and recording call outcomes;

• Streamlined customer service as the outcome of the call is captured as a transaction for the full management of the required follow up actions;

• Flexibility to create multiple lists which can be run at any one time, allowing multiple campaigns to be worked on simultaneously and changed at any time;

• High-level management as operator performance is fully maintained on - line with parameters such as "talk time", numbers of calls, average call length;

• Streamlined activities with letter and document fulfilment automated, sending e-mails and SMS are provided;

• Order entry or payment recording;

• Automated dialling of contacts from flexibly generated call lists using TAPI interface;

• Running Raffles, accepting donations and maintaining all the charity functions. more

• Caller Identification with TAPI interface to the telephony systems and auto pop up of the entire contact details

• Electronic Surveys and Questionnaires;

• Assigning follow up tasks to field sales and service staff

• Setting Alarms for the follow ups

• Instant access to customer contact, sales and service history as well as data from financial and other systems

• Integration with full 'Help Desk' functionality for both a conventional help desk function as well as a more generalised service provision function.

Related Modules:
• Contact & Client Management
• Sales Management
• Service & Support
• Campaign & Marketing
• Activity Manager
• Call Centre for City and Shire Councils