AdvanceNet-Pivotal announced today the release of Pivotal`s Contact Centre. The company`s first application for mid-market call centres and seamlessly integrated with the larger CRM suite.
"The advantage this solution offers is the access that the customer service representative has to information housed in the CRM application. It allows more information to be made available for call centre personnel to make effective decisions," says Thomas Barker, AdvanceNet eBusiness Manager.
Allowing a broader spectrum of information to customer service reps will allow an increased rate of "first contact resolution" calls. Using technology to create efficiencies and the proactive use of information has been a driving factor for the AdvanceNet-Pivotal implementation team working with Pivotal`s eRelationship solutions.
Bridgette Ward, Pivotal Account Manager, points out: "The release of the Pivotal Contact Centre will give us a broader base of functionality to create increased levels of operational efficiencies for Clients. We will also be able to use the information that is garnered from clients at a customer contact point more effectively throughout the client`s business."
The new Pivotal product has integrated an OEM version of Intel Dialogic CT connect, which is the integration component that links the desktop into the telephony switch and the IVR system. This provides the customer service rep with a pop-up screen that shows the customer`s account record or other identifying features. For instance, if a customer wants to transfer from the IVR to an Agent, the agent will be at the exact point a customer was inside the IVR.
"We have a number of our clients having a serious look at this functionality due to the plans they have for trying to get a consolidated and comprehensive view of customer interactions across the enterprise and the team is enthusiastic about capabilities of the product" says Barker.
AdvanceNet-Pivotal`s `clear, complete and sensible` CRM solutions
Pivotal enables entrepreneurial companies to implement business solutions that span marketing, sales, service and support by optimising business processes, to gain customer acquisition, loyalty and revenue.
AdvanceNet is the alliance partner for sub-Saharan Africa for Pivotal`s customer relationship products. AdvanceNet has implemented multiple Pivotal eRelationship sites in Africa. Pivotal currently has more than 1 400 customers worldwide, and is represented in 35 countries.
Share
Editorial contacts