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Customer Relationship Management

A Tool for Unique and Personalised Customer Relationships "Helps You Build Strong Relationships With Customers"
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Product Overview

Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

Product Features

It is a tool for unique and personalized customer relations. It is one of the greatest facilities for many providers, with an integrated system supporting the whole customer journey.
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Contact management

Convox provides an in-built CRM that fetches the data of your customers or gives your agent the ability to take customer details for future reference.

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Personalized CRM

The administrator can create CRM fields as per his organization's requirements.

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Inbuilt CRM

Inbuilt CRM displays customer details when a call is connected.

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Disposition Management

Completed call synopses can be marked in the CRM with disposition codes and sub-disposition codes.

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Call Back

When a customer requests a call back, the agent can schedule it using the CRM Set Follow Up tab.

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Call transfer

Agents can transfer the call to the next available agent in the process or queue in that process and to other processes in the organisation.

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On call pop-up

CRM Screen Pop is a feature of a computer telephony integration (CTI) application that automatically displays all the relevant caller or customer information on an agent's screen during a call.

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Breaks

Agents can take a break in the CRM on call.

Advantages

Enhances customer and agent relationship

Helps in increasing productivity and efficiency

Improves customer retention

Helps in automation of everyday tasks

Helps organisation with detailed analysis of customer trends.

Centralised database of information which helps the agents to access any time.

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FAQs

What is a ticketing solution in Call Center software?

Call center software ticketing solution is a solution that helps a call center to manage its grievances /operations therefore increase the efficiency, effectiveness and get the best productivity from call center agents. Call center agents can access the right information and knowledge about a customer’s history to improve the overall customer experience.

Do we have an option of creating a ticket on call?

Yes, a ticket can be generated on call by the agent in the CRM. Ticket details will be notified to the customer automatically by the solution.

What is the importance of ticketing?

Ticketing solutions can track analytics of titles of tickets ,ticket volume, resolution time, customer satisfaction and agent performance on handling tickets.

Will this software be accessible on the cloud?

Yes, These solutions can be provided on cloud /on premises/hybrid as per customer requirement.

Will the ticket /status of the ticket be notified to the customer automatically?

Yes, every stage of the ticket will be notified to the customer through SMS, email, WhatsApp as per customer preferred channel.

How does a ticket workflow function?

Ticketing tools can help you to rationalize your workflow by helping your organization ,create, update, resolve tickets for customer issues/requests.

Do you offer escalation and prioritization?

By default we have three levels of escalations and can be extended as per organizational hierarchy.

Do you provide remote access if possible for agents?

Yes, Agents can login from anywhere to the solution using a VPN.

Will the data be accessible for future references?

Yes, All the data is stored in the server for future references.

Will this solution be capable of integrating with other third party solutions?

We do have our set of API’s for integrating any third party CRM.

What are the available channels for ticketing in ConVox?

We have multiple channels for customer interaction. WhatsApp, Email, SMS, chatbot and Social media platforms like Facebook, Instagram, Twitter ,etc.

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