The key to effective customer service is having a complete history of interactions across these touchpoints whenever a customer contacts you. Sage CRM for Call Centers increases agent productivity with tools to improve call handling and increasing response times. Automated “screen pops” provide contact information using automatic number identification, and also bring up a 360 degree view of the contact’s profile. Sage CRM Contact Centre solution / call center solution supports phone-based services and telemarketing programs, and seamlessly integrates with popular call center technologies through its partner’s solution Voxtron Communication Centre.
Sage’s ISV Partner voxtron’s agenTel optimizes the customer interaction. As the central entry-point, it serves as a multi media contact center for voice, fax and email. agentel thus facilitates the processing and handling of multiple communication channels. Its integrated voice-recording facilities ensure a high quality in your external communication. Flexible real-time and historical reporting enable your teams to increase customer satisfaction. Intelligent self-service functions can help to automate processes, and to ensure a 24/7 availability.
Whenever a customer interacts with somebody in your organization, be it with an account manager in the sales team, a technical specialist giving support or a contact center agent taking orders, you need to ensure he has a positive and satisfying experience. Flexible voice-announcements, a powerful universal queue and skill-based routing make sure your caller is always connected with the right person – in the best possible time.
agenTel’s open architecture allows a seamless integration into your telecommunications architecture. The PBX independency makes your investment safe, even in case you are changing your communication platform. Voxtron’s software has been installed thousandfold on various manufacturers’ systems. The same applies for your IT environment: The solution retrives the crucial information from Sage CRM for the next caller – agenTel can have access to it and pass it to the user. Having everything an agent needs in a popup screen on his webtop/destop, plus integrated web interfaces, will make the call handling experience more efficient and pleasant.