Talking Technology

Data Plays an Increasing Role for Gaining Efficiency and Promoting Better Service

Today, with consumers being more independent and less brand loyal, I’d like to suggest an area that should have our renewed focus and attention. What I  am speaking of is leveraging and using our data more effectively. If we pay closer attention to relevant customer and product data and using it effectively at the point of the interaction, you can discover greater efficiencies and cost-savings while promoting a more positive customer experience.

From an engineering perspective, we are working to provide your representatives with much more than a simple screen pop. We like to call our data focus a 360 degree view that includes all the data components that achieve faster results, better first call resolution, or more sales. It’s full customer history, previous customer interactions, customer data and product and service information regardless of where it resides within your enterprise or on the Web.

While it’s only going to get better, our system today provides a tremendous variety of data access points.

One example is Verisign’s Payflow Pro that provides representatives with visibility into credit card processing providing seamless views into historical payment information. This is a very easy integration based on Amcat’s standards-based architecture.

Another example of a very cost-effective method to access and control diverse data sources is found in the Amcat agent desktop application. You can have as many application frames on a page as required. In each ‘frame’or area of a screen display, a representative can control and view a different application, web site or data display. Therefore, without doing any integration work, your representatives can access several different data sources simultaneously.

Integration with in-house or third party CRM systems is another way of optimizing the use of data. This links CRM type customer and prospect data with the Amcat customer interaction system. Additionally, the CRM system houses the knowledge and insight of which of your customers or prospects should be contacted whether it be for follow-up, loyalty or service. A few of the CRM-type systems and other applications that we are working with include: Fathom, Target, Tallyman, Calyx, Ecometry and many in-house systems.

Our focus moving forward will be to make it easier for your organization to access and control data whatever the source, wherever it may reside. We will accomplish this through continuing to enhance our agent desktop and making our open database structure even easier to control and manage. We are also working to create plug-in type interfaces to make it easier for the Amcat system to ‘talk’or work with CRM, workforce management and other applications that will help you leverage your data and bring more knowledge and insight into your organization.

For more details please contact the Amcat team.