InteractCRM works across markets, industries and partners to deploy solutions that unlock the potential hidden in your customer interactions. Our focus is always on delivering the highest quality solution with defined benefits while reducing your total cost of ownership.

A brief overview of some recent projects should give you an insight into the bandwidth of our operations.

Our client is a leading outsourced CRM service provider and a leading player in the Australian market.

InteractCRM worked with a Local Avaya Business Partner in Australia and was chosen to provide the complete professional services including project planning, solution designing, implementation and testing. Avaya Interaction Center has been implemented along with Business Advocate for IC to manage Service Levels across all voice and Email contacts across multiple service teams. The solution is tightly integrated with Vantive CRM application. The reporting framework has been delivered using Avaya Operational Analyst to enable Metrics based monitoring of the contact center.

 

Our client is the National Telecommunication services provider in Malaysia with the largest market share and multiple product and service lines. To address the diverse service requirements of their large customer base, they decided to implement a comprehensive CRM solution that included a desktop CRM application to manage the service processes and a Multi channel Contact Center Solution to provide a consistent and personalized framework for handling contacts and communication channels.

InteractCRM partnered with Avaya CSI to implement AIC and integrate it with the SAP CRM application selected by the customer.

 

Our client who is a leading energy company generating and providing electricity and gas wanted to deploy a full fledged self service solution as part of their contact center strategy to allow their customers to interact and retrieve data automatically. The system also needed to integrate into the contact center agent activities.

InteractCRM deployed the Avaya Self Service suite (Voice Portal/IR/Dialog Designer) using VXML technologies to provide DTMF as well as speech capabilities to the system. Client was able to use the solution to allow for customer segmentation based on region and other criterion. This resulted in better handling of the service requests. System was integrated with SAP as well as Avaya IC.