Agent Empowerment
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Intelligent Agent Desktop
MoreTo quickly and efficiently fulfill customer needs, your agents must have easy access to accurate data. Customer information and history, decision aids, electronic forms, up-sell and cross-sell opportunities -- all must be readily accessible to the agent in an integrated user interface, available within all communication channels.
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Integration
MoreMany of the questions that arise within a call center are related to prior customer interactions, invoices, contracts, or other customer-related data. The information needed to answer these questions is often stored in multiple systems (such as CRM or ERP systems).
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Cross-channel Management
MoreRegardless of the communication channel customers are using, they must always be assured of receiving identical reliable information from your organization. Similarly, employees must deliver consistent, accurate answers across all channels. This can only be achieved when all communications -- news, product & service information, FAQs, decision trees, electronic forms -- begin at a central source and are filtered down through the different channels.
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Philosophy
Software is often too complex - too many buttons, functions and clicks to get something done. Green Valley’s WCMS has been developed from the philosophy that software should be pleasant and easy to use, without compromising on performance and advanced publishing capabilities.
Usability
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