an Avaya Contact Center Consultant

SMS in the Contactcenter

2011-05-11T01:37:00.000-07:00

Did you know that:
- There are more mobile phones then computers with an internet connection
- 94% of text messages are actually read by the recipients
- 50% of the SMS users are age 35+ and 75% of the users can be categorized in the age group of 25+

Improve your customer driven behavior with SMSConnect

It is necessary for your company to work efficiently and save expenses. Even though an efficient working call centre is a necessity, it should not be at the expense of your companies customer driven behavior. Customer driven organizations offer self-service functionalities to increases customer satisfaction, save expenses and improve the company’s revenue.
One way to improve customers satisfaction is to offer a broad package of self-service functionalities. Customers want to consider their possibilities, the customer feels in total control when he has a choice. Have you ever thought about expanding your self-service functionalities with SMS?

SMS is a perfect way to reach your customers. Research has shown that that 94% of the recipients actually read a text message when received.

Why do things the hard way, take it easy
SMSconnect can make life so much easier for your customers.
With SMSConnect every selfservice experience will be perceived as simple and so much easier. For example, when your customer wants to order a product or service they only have to text the order number. It doesn't get any easier. So say bye to frustration that can appear when using IVR menu’s. Your customer can order whenever they want, wherever they are. Improve the ease of use for your customer and integrate SMSconnect with your ICT platform.

InteractCRM’s ProConnect Outbound Solution Now Rated “Avaya Compliant”

2011-01-28T05:54:00.001-08:00

InteractCRM, a leading provider of Contact Center software and services, today announced that its ProConnect system is compliant with key Avaya Aura™ Application Enablement Services 5.2.2 and Avaya Aura™ Communication Manager 6.0 solutions from Avaya Inc., a global leader in enterprise communications systems, software and services.

The ProConnect system helps businesses plan and reach their customers proactively in a very cost effective fashion. ProConnect provides a unified outbound solution to an agent that has all the tools they need to communicate, collaborate and realize the business process goals of the organization, whether it is selling on the phone, collecting payments or providing customer service. The solution comprises of a Progressive Dialer, Multi level Campaign and List Manager, Agent Dialogue Manager and a Unified Agent Desktop. The Unified Desktop comprises of a Dialing toolbar to facilitate communication and call control. The Process Manager manages customer information and processes while the Agent Prompter guides agents through the conversation. The application now is compliance-tested by Avaya for compatibility with: Avaya Aura™ Application Enablement Services 5.2.2 and Avaya Aura™ Communication Manager 6.0

Most organizations that run outreach programs need a solution that provides dialing efficiency with process effectiveness to drive a highly optimized campaign. This is the foundation of ProConnect. “ProConnect provides an integrated environment to design and execute process oriented outbound campaigns. We provide agents will all the necessary tools in a single browser application, allowing them to control conversations and execute process tasks in a highly efficient fashion”, said Snehal Patel, CEO- InteractCRM.

InteractCRM is a member of the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Gold member of the program, InteractCRM is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

“Development Partners like InteractCRM help Avaya deliver winning solutions in the marketplace by merging the communication platform of Avaya with the business processes of the organization, thereby making the whole solution highly process sensitive and contextual. InteractCRM maintains a sharp Avaya focus and with ProConnect they have once again proved their ability to deliver value added solutions on top of the Avaya platforms said Eric Rossman, vice president, developer relations, Avaya.”

About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information, please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

InteractCRM DialogConnect : An Agent Scripting Application

2010-08-02T22:26:00.000-07:00

An Agent Script application to improve your customer service operations

Effective customer interactions require constant attention. Customer satisfaction can be improved by utilizing an agent scripting application. Changing business needs often require the contact center to quickly adapt how their customer service representatives (agents) manage the customer interaction. Traditionally, without the assistance of an agent scripting application, this process changes have required complex and lengthy training cycles, preventing the business from adjusting to customer needs in real time. Many times, the changes are minor: price adjustments, new offers and improved best practices. Using an agent scripting application, a contact center supervisor or operations manager can now manage these updates without any involvement of the IT.

What is an Agent Scripting Application?

Agent scripting applications enable features such as on-screen controls, automatic application navigation and dynamic flow control logic for call scripting. "Drag and drop" visual modeling features in the agent scripting application makes it easy to develop and maintain the scripts.

InteractCRM DialogConnect Agent Scripting Application

Using InteractCRM DialogConnect, business users can rapidly create and publish rule based interactions for call center agents. The agent scripting application uses a graphical drag-and-drop interface, enabling operations manager to easily create and manage all aspects of the agent’s interactions, map processes, decisions and design the complete dialog flow.
Using an agent scripting application such as InteractCRM DialogConnect you can give your business a new level of control in defining and managing customer interactions. With a friendly graphical development environment, interactions are easily assembled, self-documented and versioned.

Benifits of InteractCRM DialogConnect

CTI Screen Pops : Expands agent productivity. When a call is delivered to an agent, the information is populated directly into the agent’s script section. The agent views the call data along with the messaging script that has been determined by the contact center manager or operational officer.
Better interactions : The agent focuses on the customer rather than fumbling and searching for information. This dramatically reduces agent training and call time while producing more confident agents and more positive interactions and results.
Reduced Operational Cost : DialogConnect reduces the customer service complexity and chop down the time required to train the agents significantly. This also leads to low error rate and high efficiency.
Consistent customer-facing processes : All agents talk the same language which their organization wants them talk and follow each business process exactly the way it suppose to be, every time. Leading to a consistent customer-facing process and higher customer satisfaction.
Quick adaption to changing business processes : DialogConnect’s agent scripting application with its graphical drag-and-drop interface, allows operations manager to easily change the existing business processes or information to the new one within no time and without the involvement of IT.
Read or write/update data : allow agents to read, write and/or update data in a consistent, uniform Web-based GUI interface.
Integration with multiple platforms : A single DialogConnect server can be integrate with multiple applications to carry out different business processes. For example in a contact center environment DialogConnect can be linked with inbound CTI application to handle customer queries while on the other hand can also be integrated with outbound dialer to do Up-Sale and Cross-Sale, all from a single server.
Hyperlinks : DialogConnect is created as Web-based HTML application; it brings the full power of the Web to your customer interactions. Agent scripts can hyperlink out to company Intranet or extranet sites for product or other information, read or write data in real time, or to third party Web sites and much more.
Reporting : DialogConnect provides range of out of the box reports which gives some of the most crucial behavioral as well as statistical information like the most frequent customer queries, most frequent paths through the call flow, bottlenecks and trouble spots etc.

Screen Shots of InteractCRM DialogConnect

Agent Interface

Designer Interface

Creating New Dialog

Dialog Mapping And Flow Defination

AppConnect Grievance Management Suite

2010-02-24T10:19:00.000-08:00

What is AppConnect?
AppConnect is a CRM application engine that supports creation, deployment and management of pure thin client customer applications and processes across the enterprise/ organization/ institute. Each application in the AppConnect Suite addresses a unique set of user oriented processes that can be deployed either individually or in conjunction with each other in a tightly co-ordinated manner within any organization.

What are the benefits of AppConnect platform?
AppConnect is one of the most powerful application development platforms available in the market and provides some of the unmatched features in comparison to its competitors. Below are some of the key benefits of AppConnect Platform:

1. Highly flexible design tool to create and modify the application forms (screens) based on constantly changing needs of an organization.
2. Keeps programming to the minimum. Application designer driven creation that generates screens and functionality without any programming.
3. Very easy to deploy and manage.
4. Less time consuming to implement
5. Business scripts provided in source
6. Web enabled Thin client architecture
7. Complete reusability of your existing Business Data
8. Easy connection with and use of your current systems
9. In built job scheduler and notification functionality
10. Hot deployment (No down time when changing releases for adding new functionality)
11. Multi-channel communication
12. Minimum manual intervention
13. Fully scalable architecture
14. Access to multiple data bases
15. Ability to manage documentation and attachments
16. Security & Authorization for relevant access control
17. Integration with 3rd party applications like ERP and CRM.

Why government organizations need a grievance management system?
The focus of a government institute is to not only to treat the citizen but also to provide a friendly environment. But, unfortunately, during the work process, there occur a lot of deviations which disturb the workflow and are voiced by the citizens in the form of grievance.

Effectively addressing a grievance not only helps the citizens but is also gives opportunity to create a positive image about the government and overall system in citizen’s mind. As government agencies face mounting regulatory and political pressures, an efficient complaints management system in place can avert a lot of problems while navigating a government organization towards a better future.

How AppConnect will help in addressing the needs of public grievance management solution?
Government Agencies all over the world, deal with a plethora of grievances (complaints) in the course of their day to day work. There is also an ever-increasing need and awareness to improve the efficiency of Government Operations and to provide more and more efficient services to citizens. Most of the citizens facing Government Agencies need to a transparent mechanism for Public Grievance Redressal.

AppConnect provides a Grievance Management Suite, which can help Government Agencies achieve this objective. AppConnect grievance management suite works as a powerful system for capturing the complaints received from citizens, for assigning the same for necessary response/action to specific officers in the Government and for tracking the redressal of the specific grievance in a reasonable time.

AppConnect also provides a highly flexible escalation management module using which one can also configure the system to provide automatic alerts if a specific complaint is not attended to in a pre-defined time interval. AppConnect platform can be integrated with multiple messaging platforms like Email & SMS to send the escalation alerts to concerned parties. By providing a complete trail of the actions taken on the complaint received, AppConnect System helps in ensuring transparency and integrity in the Public Grievance Management for Government Agencies.

Below diagram describes the overall high level workflow involved in the AppConnect Grievance Management Suite.

What all features do AppConnect Grievance Management Suite provides?
Complaint Recording and Routing
AppConnect Grievance Management Suite enables citizen service representatives to initiate a complaint for a grievance related to a particular department or government agency coming from multiple sources like phone, email, SMS or the web.

All crucial details and parameters about the agency as well as the complaint are captured. The system guides the user by dynamically enabling, disabling, mandating, or defaulting fields based on data being entered. Drop-down menus, logical validations, and auto-fill capabilities boost efficiency and ensure accuracy of information.

Investigation and Response through collaborative workflows
Depending on the complaint parameters (For example type of agency, location, severity of the issue, number of people affected etc.) the complaint is automatically routed for investigation, response, and reporting. Complaint investigation is driven by collaborative workflows that ensure responsiveness by assigning investigative tasks to an individual or a team with due dates based on complaint severity level.

References to information like people/ departments involved, date and time of incidence and other related incidents support effective root cause analysis. The investigation response with the proposed action plan is routed to a supervisor for review and implementation.

Escalations and Notifications
Notifications are sent to relevant departments and personnel based on severity and priority of the logged complaint. AppConnect allows its administrator to define service level goals for each complaint based on category, severity of impact and status of the case.

Failure to complete the investigation in time leads to auto escalations of the complaint to the concerned authorities.

AppConnect supports multiple modes communication like Email & SMS to notify and escalate the complaint.

Satisfaction Survey
Application conducts automated Satisfaction Surveys through Email and SMS once their complaint got resolved. If the citizen is not satisfied with the resolution, the problem is addressed again on very high priority.

Customer Portal integration and Self Service
AppConnect Grievance Management Suite provides a web API which will integrate with the organizations web site. Through this citizens can search the complaint database for solutions. Citizens can also track their complaints to check the real time status of the logged complaint.

Reporting
The AppConnect Grievance Management Suite provides complete visibility into the complaints database and lifecycle with comprehensive aggregate reporting as well as individual case status tracking. Ability to associate various complaint types for spotting trends and common sources of complaints ensure timely preventive actions.

Graphical executive dashboards provide statistics and data by a variety of complaints parameters, such as type, agency, location and status. The system provides quick access to graphical scorecards or tabular data that can be easily exported in industry standard formats and layouts.

SMSConnect In eGovernance

2010-02-24T03:59:00.000-08:00

What is SMSConnect?
SMSConnect is an Enterprise Business Engine that allows any organization, Institute or agency to harness the power of wireless communication. It provides a SMS communication channel between an organization and its stakeholders like citizens, customers, partners, investors, suppliers, employees.

How SMS as channel will help in improving e-governance services?
Implementations of SMS-based e- governance services are getting popular. Major reasons of the local authorities to setup and to promote SMS-based e-governance projects relates to characteristics of the SMS medium which is easy to use, very cheap in cost, an anywhere anytime communication channel, high penetration, and excessive in infrastructure. By these characteristics, governments expect to improve communication with their citizens, to reach more people in rural area where Internet access is unavailable, to allow easier, greater access, convenient and flexible in time to the government services, to provide cheaper and faster services, to improve effectiveness of the communication by reaching the correct citizen personally, to encourage citizens participation, and to improve the accountability of government.

The government authorities have reported significant benefits of SMS-based e-governance including:
1. Low Implementation cost
2. Reduction in time and cost
3. Ease of operation
4. No need of internet connectivity
5. Cheaper, easier and fast information accessing channel
6. Improving transparency, accountability, communication, and relationship between government and citizens.
7. High level of citizen participation.
8. Ideal for rural areas

How does SMSConnect help in realizing the benefits of SMS as a channel?

SMSConnect based e-governance services can be categorized within 5 levels (Refer below figure):

1. Listen

2. Notification

3. Pull-based Information

4. Communication

5. Transaction

These levels are based on the complexity of the system and the benefits received by citizens; the higher the level the more complex the system and the more benefits received by citizens (Refer below figure for).

How SMSConnect based applications will help government?
As explained above SMSConnect based e-governance services are categorized into 5 different levels. Below sections describes each level in detail and explains how the applications created within these services will help the government in many ways.

Listen Level
On the first level, we classify the SMS based e-government applications which can be used by governments to listen to citizens' opinions, reports, and complaints. SMSConnect will enable citizens to send messages directly to mayors, councilors and the local authority. This is a one-way communication mode from citizens to government which is categorized as the Listen level.

Below are some of the examples of SMSConnect based applications at this level:
1. Opinions about new policy
2. Enquiries about new programs
3. Reporting about corruption
4. Registering a complaint
5. Requesting for a service
6. Direct communication to higher officials

All of the input-messages are classified and forwarded to the right departments or officials to take action.

The main benefit of this level is accessibility. Citizens have a channel to share or broadcast their views on important issues directly to their government. It contributes to the citizens' empowerment.

Notification Level
In the second level, SMSConnect enables one-way communication from government to citizens. The government is able to notify citizens about their personal information and to broadcast important public information. SMSConnect classifies these applications as Notification level.

Services in this level use Push-based mechanism, which sends the messages to citizens activated by data on the server, not by a user's request. Technically, the services can be of following 5 types:
1. Event based SMS
2. Scheduled SMS
3. Personal Profile based SMS
4. Location based SMS
5. SMS broadcasting

In the Event based SMS, messages are sent to citizens activated by event-based application. The Scheduled SMS sends the messages to people activated by time scheduled-based application. Messages in the Personal Profile based SMS are sent to citizens activated by application based on profile and preference of the user. The Location based SMS system will send a particular message when the user approaches certain locations. Finally, the SMS broadcasting system broadcasts messages to all the citizens from a particular area or certain people registered in the database based on needs.

Below are some of the examples of SMSConnect based applications at this level:
1. Send a confirmation message to taxpayers including the amount when their tax payment is received
2. Send a reminder or confirmation of appointment before 24 hours of the event.
3. Send a notification message to the job seeker whenever a matching job is available.
4. SMS services that will send messages to tourists at a location information about the location such as what to see, the artist, or the history of the place as soon as he/she enters the specific location.
5. sends alert messages to citizens in the district regarding meteorological and high rain risks, low temperatures, potential disasters, and emergency locations as well as contact numbers

Delivering notification services to the public in this level makes citizens in the place as customers. SMSConnect enable the citizens to get the information easily, conveniently, on time and cheaply. Other major benefits of this level's services are that citizens are informed about and more involved in the activities of government (the transparency benefit), making the government more accountable to its citizens.

Pull-based Information Level
SMSConnect based e-governance systems also provide two way communication that enables citizens to access public or personal information by sending a request-message. The services use the pull method: citizens send a 'request SMS' to the service and the replied service is sent back to the sender's handset via SMS.

Below are some of the examples of SMSConnect based applications at this level:
1. Track the nearest health services by sending a text message with the name of the service required (such as doctor or pharmacy). Sender will receive an instant reply with the details of the requested service, including address, telephone number and distance from the postcode area.
2. Checking the status of a complaint by sending a complaint code.
3. Checking a status of an application (for e.g. Passport, Ration card, PAN card etc.)
4. Citizens can check their tax due amount by sending the request along with the PAN number

The dominant benefits delivered by this level are accessibility, availability, responsiveness, and timeliness. Citizens can access their personal or public information any time anywhere.

Communication Level
At this level SMSConnect allows communication between government and citizens in which the people can inquire, complain or report about anything (without worrying about the text format) and get responses/replies immediately. Another option for providing services at this level is combining the SMS and email channels. Where SMSs send by the citizens are getting converted into emails and forwarded to the concerned department for the processing. And replies to that email are getting converted back into SMS and forwarded to the citizen.

Below are some of the examples of SMSConnect based applications at this level:
1. Complain, suggest, commend, and inquire about a service.
2. Report corruption, and inefficient bureaucracy

SMSConnect converts this into emails and forward to an appropriate official (or contact center agent). The contact centre officers respond immediately the emails if they know the answer to the query or direct it to the relevant service. Responses to customers will automatically be converted back into a text message and sent back to their mobile phones.

Since it enables citizens to express their opinion, comment or query to the government using sentences without worrying about the text format and getting the reply immediately, this level offers more benefits in accessibility, availability, responsiveness, courtesy and helpfulness, usability, timeliness, accountability, and transparency.

Transaction Level
SMSConnect based e-governance systems can process transactions. Through this service citizens can pay bills and send or update their personal data through SMS.

Below are some of the examples of SMSConnect based applications at this level:
1. Mobile ticketing where people can order tickets for major events just by sending an SMS. They then receive a return SMS which has an image with a 2-dimensional metric-code containing details such as the ticket number, the mobile phone number and the seat number. The people will be charged for their tickets by the mobile service provider once the 2-D codes on their mobile phones are scanned on entering the stadium.
2. SMS voting system enables citizens to cast their votes in elections or votes from home or when travelling

ThinConnect: your new Avaya CTI Desktop for AES and AIC

2010-02-24T00:58:00.000-08:00

ThinConnect is a desktop CTI solution developed by InteractCRM. This client provides desktop control over telephony elements as well as multi channel communication like email and web. ThinConnect can be plugged seamlessly into the Avaya infrastructure like Avaya Interaction Center and AES to provide an end to end solution.

ThinConnect communicates with Avaya Interaction Center using the AIC SDK to provide a multi channel desktop client for AIC. It can also talk directly with AES and provide a simple yet functional desktop CTI solution for CRM application screen pop and other integration requirements.

Situation #1
Customer wants to automate their service process but do not have the budgetor the business case to invest in expensive applications like Avaya IC
Situation #2
Customer will buy Avaya IC but only if the IC client can sit inside the Customer Business application and allow it to control the communication process
Situation #3
Customer wants to instantly Telephony enable their business application with minimum time to market and without changing their business platform
Situation #4
Customer wants to integrate multiple applications into a single unified desktop driven by CTI communication

REAL situations facing a communication solutions vendor today:
* Getting a call on the desktop and achieving a basic screen pop is not rocket science anymore…
* It is when customers start asking for the next level of automation that a lot of communication applications fall short…
* Products are not designed to seamlessly merge into Business applications…
* SILOs gets formed and the REAL value of communication gets lost…
* Customers want boundary free logic…. Where Business process and Communication work together as a single unit

Boundary‐less process is a big GAP and OPPORTUNTIY for COMM vendors today and ThinConnect is designed to uniquely address this opportunity in a simple, easy and effective manner … to provide organizations with the NEXT level of Business value…

THINCONNECT IS:
* a Multi Channel Interaction Management THIN client that can be embedded within any WEB Application (it can also run as an independent desktop app)
* designed to seamlessly MERGE with the Business applications on the agent desktop
* designed to work as a Business Process Enabling solution
* fully compliant to Avaya ICSDK and Avaya TSAPI

Activity Monitor: Auditing IC Manager

2010-01-26T22:54:00.000-08:00

InteractCRM has built an innovative approach to address an important gap that has been expressed by many customers of Avaya IC over the last couple of years.

The gap is the inability of IC Manager to provide AUDIT ability of the activity done by various administrators of the system. What makes this gap important is the mission critical and sensitive data being managed by IC Manager. It is basically the heart of an IC based Contact center operation and any data configuration data lost or forgotten due to any human or machine related interaction can cause serious downtime and damage to the operation.

This poses a grave risk that any experienced Contact Center Manager will know, he cannot afford to undertake.

Activity Monitor is an Audit and Reporting product for IC Manager and is provided to customers as an Add on product to Avaya Interaction Center. Contact Centers that have implemented Avaya Interaction Center as their Multi channel Solution rely on IC Manager tool to manage critical solution configuration and setting information which allows the administrator to manage servers, domains, agents, tenants, Failover as well as monitor the health of the IC system. In large organizations Avaya IC is implemented across multiple environments, and it is common to have IC Manager installed on multiple machines and accessed by multiple administrators.

While this allows for distributed IC Management, it also leaves a Security GAP behind. There is no way for an organization to create an understandable audit trail of the activities being performed by various users in IC Manager. This can pose a security threat as well as make it difficult to back track changes that could have caused exceptions to occur. Contact Centers Managers who are in charge of running highly critical customer service operations need to have a stronger audit and reporting capability of their administration function than what is provided today with Avaya IC.

To address this urgent need, InteractCRM offers Avaya customers the Activity Monitor application to efficiently capture the activities done in the Avaya IC system and maintains an audit trail of these activities that are presented as web reports.

Product Features:
- Intelligent and comprehensive data tracking across all objects of IC Manager.
- Ability to monitor simultaneous IC Manager user sessions and report them separately.
- Web based Reporting Interface accessible anywhere from the Network
- Parameter based GUI Report definition allows creation of on the fly reports.
- Works with ALL 6.x versions of Avaya IC Easy GUI driven install and configuration of the package that requires no programming knowledge

Product Benefits:
- Security against uncertainties: Persist Configuration Information by providing an - Audit Trail of changes to the system allowing fallback.
- Exhaustive Change Tracking: Allows customer to track every change made to the IC System using IC Manager, across settings, configurations and properties.
- Intuitive User friendly Reporting: All changes can be read and analyzed using user friendly web reports without having to deal with complicated logs files.
- Multi-site Multiple Session support: Supports tracking across multiple simultaneous instances of IC Manager User session, making it viable for your multi site environment.

AlarmAnywhere: The AIC alarm management solution

2010-01-21T22:32:00.000-08:00

In today’s fast paced and complex business environment, keeping track of multiple things and maintaining operational uptime is a critical success factor for all organizations. These days customer patience is limited and if your customer facing systems suffer from downtime, the risk of losing customers becomes real. Most Contact Center network infrastructures depend on interaction between high end servers from different technical architectures to collate and provide seamless enterprise solutions. Any failure in proper functioning or execution states of these servers can result in exceptions and alarms. A lack of a robust alarm system could contribute to serious upsets and incidents resulting in downtime and loss to a contact center.

Using our experience with implementing multi-channel contact center solutions and CRM business applications with top notch clients across the globe, InteractCRM has created an innovative Alarm management solution.

AlarmAnywhere is an alarm management solution that delivers instant notification of critical alarms as Email and SMS to the administrators’ hand phone and simultaneously provides web based access to detailed alarm information. This means that regardless of the location of the customer LAN, administrators are able to access relevant information when they need it most and avoid potential compromises in their contact center performance.

AlarmAnywhere not only provides an single view of alarm history across multiple environments, but it also provides a facility to filter the alarms generated and send personalized emails and SMS messages to the concerned user set.

AlarmAnywhere is architected to be simple and effective. Multiple streams of information are collated to create comprehensive alerting when there is an event that requires immediate intervention. Our approach adds significant business value to contact center solutions by addressing specific needs in contact center system deployments.

Features
- Email and SMS notification
- Web based reporting
- Pre built connector to Avaya IC
- Proactive system health reporting
- Notification method configured based on type of alarm
- Trap alarms across multiple environments
- Remote retrieval of log files related to fault
- Lightweight and low maintenance software

Benefits
- Reduces delays and compress fault management time cycle
- Helps SLA management by decreasing production down time
- Creates a safety net for mission critical applications
- Reduces repair cost since faults are reported early in the cycle
- Increases ROI on enterprise systems by maintaining uptime

How customer service applications and contact centers benefit from SMSConnect?

2010-01-11T01:27:00.000-08:00

SMSConnect is a SMS communication product available from InteractCRM with specific focus on customer service applications and contact centers. This product may be deployed in an Avaya or non Avaya infrastructure setting with all the functionality mentioned below. Specific integrations with the Avaya Interaction Center have been created and certified, making it a seamless fit into an Avaya Interaction Center based contact center.

SMSConnect for Industry applications
SMSConnect can be used across multiple industries to provide superior customer service and flexibility to the customer around the clock with and without human intervention. Specific applications are available for, Banking, Insurance and Financial Services, Retail, Travel and Logistics, Airline, Healthcare, Government Agencies and Telecom Service Providers.

SMSConnect for Avaya Interaction Center (AIC)
SMSConnect for Avaya IC is an Avaya compliance tested SMS Media Channel for the Avaya Interaction Center solution. SMSConnect provides comprehensive channel management features and has the following modules:

Interaction Manager
Enables 2 way SMS interactivity between customer cell phone and Avaya IC

Response Manager
Enables automated IVR type customer self service via SMS by connecting customer cell phone to the Organizations backend systems

Campaign Manager
Enables rule based list management and bulk outbound messaging to customers from Avaya IC

Feedback Manager
Enables automated SMS satisfaction surveys for contacts managed by Avaya IC

Proactive Alerts
Enables proactive rule and schedule based outbound alerts to customers via SMS and email

Administration / Designer
Enables user management, access rights, application management, Business rule creation, campaign / list creation and deployment

Reports
Provides comprehensive reporting on user activity, message activity, campaigns, interactions, agents, customers

SMSConnect enhances an Avaya IC contact center with the following functionality:
- Send and receive SMS messages from customers using the Avaya IC agent interface.
- Identify SMS contacts uniquely in the multi channel contact history of the customer and access past SMS messages along with other contacts.
- Allow customers to send SMS and receive automated responses to their SMS. Think of it as a SMS version of an IVR where no agent involvement is required
- Built in failover to Agents if an automated response cannot be generated to the customer query
- Run automated SMS surveys for incoming calls from customers as soon as the call ends.
- Apply packaged business rules on call screening, agent intervention, customer selection, time gap setting
- Accurately map the response from the customer to the agent for reporting and analysis
- Run proactive outbound sales and marketing campaigns and send the response to the agent or save it directly to the database for reporting and analysis
- Build campaign lists and Response rules using a sophisticated business rule engine
- Upload customer list directly from different data sources like Excel, third party database etc.
- View comprehensive reports, both data and graphical, across customers, activity, performance and agent in a drill down fashion
- Extend or add custom reports to the system
- Create schedule based alerts and send them as SMS messages using pre-defined business rules.

More information can be found on: http://interactcrm.com/product_smsconnect.html

InteractCRM Services Overview: delivering a world-class solution

2010-01-06T07:37:00.000-08:00

Business Enablement Consulting
We use our expertise to help our partners deliver superior value propositions when they sell Avaya Contact Center Applications. Our expertise in delivering these solutions in a real setting augmented with our innovative solutions provide a lot of value when presenting a holistic solution to a prospect. InteractCRM assists with Process Analysis, RFP responses, Solution proposals, Presentations and on site POCs.

Technology Consulting & Implementation
Through our emphasis on people, process and technology, we have designed a structured methodology to deploy solutions. This helps enterprises achieve their goals, be it boosting productivity or increasing revenues, and gives them the ability to provide their customers a consistent experience. We accomplish this within a framework that gives customers the flexibility of adding new components or technologies as they become available, greatly reducing the time-tomarket.

Our consulting & implementation portfolio includes
CRM strategy workshop and process design
CRM solution Design and development
Packaged Contact Center / CRM / IVR implementation and Customization
Application and Enterprise Integration services
Database Marketing and Campaign Management

Education & Knowledge Transfer Services
Education Services
InteractCRM has a long history of providing industry leading education and training solutions for Avaya Business Partners & enterprise customers in virtually every corner of the globe. To deliver these services we partner with Accenture and have delivered multiple Avaya Interaction Center, Operational Analyst , Avaya Self Service (Voice Portal/Dialog Designer/IR), Customer Interaction Express, Avaya IQ and AES training courses under the Avaya University brand to a diverse group of audience from different cultures. The courses are delivered by experienced Technical Consultants and it provides hands on practice on various pieces of the solution. InteractCRM has delivered over 200 weeks of training to over 1000 students, helping various business partners and customers in over 25 Countries all around the globe.

Knowledge Transfer Services
InteractCRM Knowledge transfer services will help you apply best practices and development techniques when deploying a solution, allowing you to realize the full potential of Avaya Technology without making costly mistakes. It will empower you with the ability to implement your own development efforts under the guidance of an experienced Consultant. These KT services are delivered as part of a consulting assignment.

Technical Support
A good implementation should be complemented with sound technical support for customers. Often times customers and partners alike have questions or uncover issues once the product is implemented, and they have little or no choice but to use “trial and error methods” to find solutions. At InteractCRM, our knowledgeable staff is trained to provide technical support in the areas of implementation, product functionality (basic and in-depth), sustaining engineering, quality assurance, and integrations to other CRM technologies. Our Center of Excellence gives us the ability to run test cases, replicate customer scenarios and debug designs on a timely basis. We provide technical support services via phone and email to clients and Avaya partners who need post-sales support. We also have the capability to staff and train engineers as necessary to create a dedicated outsourced support center for our clients.

Please feel free to contact us for your requirements. We look forward to working with you and your teams in delivering a world-class solution.

Find more information on our products on: http://interactcrm.com/products.html

Who is InteractCRM?

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InteractCRM is a focused Contact Center/CRM Services and Solutions Company. We specialize in Contact Center/CRM solution delivery, sales assistance, and post sales technical support and education services.

We are a global competency center for Contact Center/CRM technologies. Our team has a combined 100+ years of experience in Contact Center/CRM Business Development initiatives and implementations, working with leading companies like Avaya, Lucent, Quintus, and Siebel. We have a unique understanding of the entire life cycle of a Contact Center/CRM initiative, from prospecting to closing the deal to actual production implementation. We have our presence in India & USA and have delivered projects in APAC, EMEA, CALA and USA

Through our technology practice we implement Avaya’s Contact Center Applications solutions at customer locations worldwide, and also provide post-sale technical support and education services. Our unique strength with Avaya technology stems from the fact that our consulting resources have more than 8 years of hands on experience with this technology.

Value Proposition
To use our expertise to help customers realize the maximum benefit from their technology investments. We provide a lower cost, faster delivery model, with a personalized approach. We are the catalysts to our customers’ success in profitably and efficiently implementing Avaya’s Contact Center Applications Solutions portfolio that meets our customers’ expectations in a comprehensive manner.

Contact Details:
Email: sales@interactcrm.com
Phone:
APAC : +91.22.4055.3055
EMEA: +31.6.2432.9333
USA and CALA: +1.510.386.0897
Web Site: http://www.interactcrm.com