Live is an advanced CRM platform with support for different communication channels and business processes. It integrates wide range of technologies and modules which are part of standard Contact Center solution. Live is a powerful tool for improvement of relations with the clients and efficient allocation and organization of support resources.
Key Benefits
CRM and Contact Center functionalities within one solution
Support for different communications channels: voice, fax, SMS, e-mail, web chat video chat, social media, web form, letter
Support for business processes: collections, campaign management, direct sales, phone banking
Modularity and scalability tailor solution to client specific needs
Numerous references, focus on financial sector
Experience and know how based on 20+ years of strong development
Functionality
Key functionalities by communication channels:
Voice: Audio recording, IVR, Dialer, Voicemail
Fax: integration with e-mail client (E-mail to fax and fax to e-mail), print drivers, integration with multifunctional devices
E-mail: digital signed e-mails, newsletters, templates
SMS: push/pull concept, templates
Instant messaging
Video chat
Social network: Facebook, Twitter
Letter: templates
Web form
Personal contact
Meeting: synchronization for e-mail clients, notifications
Contact processing
Ticket number is assigned to every contact realized through communication channels what enables monitoring of contact processing. It includes support for: workflows, attachments, notifications, escalations, knowledge base...
Support for business processes
Collections: debt collection planning and execution
Campaign management: campaign planning and execution
Phone banking: account balance and transactions, payments
Reporting
Cumulative reports enable tracking of all activities in the history, while analytical reports give detailed insight into particular contacts. Solution also have dashboard and wallboard functionalities for online monitoring of KPIs.
Administration
Solution enables centralized administration and access management which include user, role and system management and audit of all activities.
Address book
Includes creation and use of public and private address books, depending upon particular activities.
Business and IT value
Organizational support
Support for business processes
Back office contact processing and escalations
Contact distribution to agent based on skills, groups, classification
Availability 24/7/365
Business Planning
Customized reports
Process customization
Back office campaign preparation
Lower operational costs
All in one solution – from client contact to back office processing
Solution modularity and scalability
Open architecture, standards and web-based
Centralized self-administration and configuration
Customer interaction
Customer satisfaction and loyalty
Call recording, monitoring and control
Multi-channel support
Higher quality of service
Single Point of Contact for customers
Service personalization
Higher availability
Powerful Statistic & Reporting
Efficiency
Campaign planning and execution
Product information / Consulting
Acquisition / Up Selling / Cross Selling
Higher Debt Collection rate
Communication channels
Automated call distribution and skill based routing redirect calls to agents that are in charge of specific client or areas.
Product page
For more information about Live, please visit the product page at live.asseco.com
Contact
Write to us
If you have questions about our offer, please send us an inquiry.
The implementation of the Live contact center solution for the Croatian Pension Insurance Institute has been successfully completed. Live brings a full contact center solution for the Institute, together with complete customer relationship management.
