Innovative complex solution for managing communications with customers and partners of each company developed by Varna Data Center specialists.
BCM is SaaS (software as a service) cloud-based solution, which makes it accessible from any place with secure internet connection. To carry out communication, the system uses modern IP-based technologies (SIP + IP PBX) from which its main advantages originate: security, reliability, flexibility, scalability and economy.
BCM modules
Customer Relationship Management module (CRM) - customer and/or counterparty information is stored in a database and includes customer file, detailed history of the calls made, description of the events and related tasks;
Communication module - implements and register inbound and outbound electronic communication with internal and external customers and partners;
Information and data module – specialy developed inquiry form for campaigns, collecting and processing customer information about any products, services, requests and more;
Knowledge base Module – module based on CMS. Possibility to create documents with rich text editor, upload files and photos.
Reporting module – preparing detailed reports for the call center activities and quality assessment of employees
BCM functions:
Management and recording of incoming and outgoing calls, emails and etc.;
Building and maintaining client accounts history based on contact information and recorded processes;
Creating and assigning work tasks (quotas) and generating reports by filtering customer base on arbitrary criteria;
Direct control over the process of conducting a telephone call through system interface;
Detailed records of all processes related to information services for each contact;
Organization and appointment of schedules and tasks;
Recording of phone calls.
Making communication via BCM:
Support of groups with specific access levels to databases:
User groups definition according to various criteria;
Management of access levels to customers database;
Administration of user access to products, services, campaigns and activities;
Fast and Easy implementation of new databases:
customers & partners;
products & services;
activities & campaigns.
Key Features and Advantages of BCM:
Functionality - Easy and convenient interface, requires no deep knowledge in IT field, allowing quick navigation and system administration;
Flexibility - only the basic modules can be implemented at the beginning and additional modules and functionalities can be added afterwards;
Reliability - recording and archiving of all business communication – with clients and within the organization;
Practicality – significantly reduce business costs and improve customer service;
Mobility - the application is accessible anytime and from any location with a single requirement - an Internet connection;
Cloud-based – fast and easy scaling as per customer needs;
Облачно базиран – бързо и лесно мащабиране според нуждите;
Significant improvement of customer satisfaction;
Easy and quick deployment - no need to install and setup;
Hardware-independent - no special hardware requirements.