Solutions Philosophy

At InteractCRM, our solutions are driven and guided by our mission and beliefs:

	To provide our customers with knowledge, tools and resources that help them address their customer relationships holistically.
	To provide our customers the flexibility to configure and select the services that they want us to offer them.
	Deliver cost-effective solutions that achieve highest quality results through tangible benefits.

To achieve our aim of providing integrated CRM solutions that address the entire spectrum of your customer relationships, we have designed a comprehensive framework of solutions that cover:

CRM Strategy workshop

Our strategy workshop focuses on helping you identify your relationship success factors and defines the roadmap to achieve that. We also help you get a grip on the CRM solution landscape and set up a framework for selecting the solution that best defines your requirements. During the workshop, you'll discover and examine:

	What drives your customers and how well you're meeting their expectations.
	Make sense of the diverse technologies available
	Identify vendors that best fit your requirements
	Design a Enterprise CRM architecture
	Understand the issues related to integration and deployment
	Design a resource requirements matrix

The aim of this workshop, as can be seen, is to prepare your organization to embark on your CRM journey.

Multi-Channel Contact Center Solutions

Our contact center solutions, based on Industry leading Avaya platforms, allow companies to engage in highly personalized interactions with their customers using a choice of communication channels, including PSTN telephony, hybrid telephony, pure VoIP interactions, Email, Web Chat and Collaboration and Fax.

Using a common routing and personalization engine in the back-end, we ensure that your customers get the right treatment every time they contact you by assigning the best-suited agent to handle the interaction. Also the agents are presented with a complete picture of your customer to help them deliver a positive service experience to your customers.

True to our philosophy of putting you in the driver's seat, we encourage you to choose only that part of the solution that is currently required, with an option of expanding its scope as your business grows. Ensuring that the up-gradation is seamless and integrated is our job.

Enterprise Routing Design

This service is for those corporates who have already invested in point solutions, but require an integrated approach to route and manage customer contacts across all channels. We work with such corporates to help them define business rules that decide how the contact needs to get routed within the enterprise to meet the business objectives and strengthen the customer relationship.

The rules defined and deployed can be of various forms and combinations, like:

	Customer database-driven routing based on information
	Agent skills driven routing
	Service-objective based differentiated routing
	Interaction history based routing where a particular set of customers are always routed to agents who are assigned to them regardless of the channel assigned.

The objective is to optimize your investments to enhance your ROI by enriching your interactions with your customers.