Activity

And the winner is…..

Congratulations to Cindy Sherrill (@cindyworldnetconsulting-com-2)

Thank you everyone who chimed in, some great feedback from across the partner community. Stay tuned for the next one!

In today’s world where organizations are fiercely fighting to provide great customer satisfaction, linkage between the ACD and CRM is paramount. By integrating the CRM with the ACD, many new doors are opened that enable customer satisfaction such as:

• Intelligent / data-driven routing where customers are recognized by the ACD to provide p…

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Optimal performance from both the ACD & CRM allows for not only a better overall customer experience with less please repeat your # etc
Plus all notes kept in one repository leads to less mistakes. Overall a more cohesive experience for both agent and customer and more efficient for company means more productivity

Customers want highly personalized service, they want to contact a call center how they want and when they want. They want issues resolved quickly and efficiently—preferably on the first call. And they want to deal with knowledgeable agents who know their call history. In short, they want you to deliver a high-valued customer experience. If they d…[Read more]

When they work together, you can achieve an optimal client and end user experience which greatly contributes to a successful business “FLOW”. The less time employees spend answering someone else’s calls, the more effective and productive they can be in any situation. – David Foxwell

An automated call distribution system, commonly known as, automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization based on a predetermined set of rules such as caller ID, automatic number identification, interactive voice response or…[Read more]

First things first let’s define Identity Management… Identity Management (IdM) enables the right individuals to access the right resources at the right times and for the right reasons. Said another way, IdM addresses the need to ensure appropriate access to resources across diverse technology environments while meeting increasingly rigorous com…[Read more]