Overview
The CRM system is architected for a Business Process Outsourcing (BPO) firm, enabling seamless integration with the Trixbox PBX and supporting a multi-tenant framework. Currently, the system accommodates 4,000 agents across over 800 distinct tenants, allowing specialized agent groups to effectively serve clients from diverse sectors—such as a dedicated team for telecommunications and another focused on banking services—while ensuring robust data security and operational autonomy for each client.
The system facilitates a multitude of inbound communication channels, including email, chat, and voice calls, empowering agents to efficiently manage and respond to customer inquiries across various platforms through a unified interface. Additionally, the CRM solution encompasses advanced features for managing customer interactions, processing requests, and generating comprehensive performance analytics for each tenant, thereby delivering in-depth insights into service quality and operational efficacy. Furthermore, with its granular access control mechanisms and adaptive request routing capabilities, the system guarantees that each customer is matched with the appropriate agent group, optimizing service workflows and enhancing overall customer satisfaction.
Functional Modules:
Agent Workscreen Module
- Customer Interaction Interface: Provides customer details, request lists, request specifics, survey questions, incoming call lists, and follow-up lists.
- Email Management: Management of email lists, email approvals, and response creation.
- Chat Management: Oversight of chat interactions, including receiving chats from the website and responding to inquiries.
- Notification System: System for alerting users of important updates or actions required.
- Task Reminder System: Reminders for agents regarding pending tasks.
- Internal Chat System: A chat system for internal communication among staff.
- Call management: Outbound call list; Uncalled list.
Agent Reporting Module
- Reporting Dashboard: Centralized page for viewing and generating reports.
- Outgoing Call Reports: Detailed reports on all outgoing calls made by the agent.
- Agent Productivity Reports: Metrics showcasing the productivity of individual agents.
- Time-Based Reports: Reports segmented by time intervals for analysis.
- Status Reports: Overview of call statuses and outcomes.
- Customer Care Campaign Reports: Performance metrics for ongoing customer care campaigns.
- Telesales Campaign Reports: Insights into the effectiveness of telesales initiatives.
- Incoming Call Reports: Detailed analytics on all incoming calls received.
- Queue Reports: Metrics on call queue performance and management.
Administration Module
- Administration Dashboard: Central management interface for system administrators.
- Knowledge Base: A repository of common knowledge and articles for reference.
- Article Management: Categorization and management of informational articles.
- Multi-Tenant and Project Management: Tools for managing multiple tenants and associated projects.
- User management, authorization, and role-based access control (RBAC).
- Customer Management & Blacklist Management: Tools for managing customer data and blacklisted contacts.
- Communication Templates Management: Management of templates for communications, surveys, SMS, and emails.
- KPI Management and Call Scoring: Tools for managing key performance indicators and scoring of calls.
- Call management and call recording.
- Billing Management: Management of call charges and billing processes.
- System Configuration: Settings for overall system parameters, billing calculations, call processing reasons, chat configurations, email channel configurations, agent working statuses, incoming call queues, call routing strategies, agent information management, and call status.
Reporting Module
- General Reports: Comprehensive reporting on various metrics and system performance.
- In/Out Summary Reports: Summarizes incoming and outgoing activities.
- Time-Based Reporting: Detailed reports based on agents, served calls, missed calls, telesales incoming calls, and customer care incoming calls.
- Customer Care Reports: Results per branch, overall system summary reports, non-participating customers by branch, reasons for customer dissatisfaction, and customer metrics by campaign.
- Customer Feedback Summary Reports: Compilation of customer opinions and status of requests.
- Call Center Activity Reports: Activity reporting based on time zones and agents.
- Chat Channel Reports: Detailed analytics on chat interactions.
- Email Channel Reports: Reporting on email interaction metrics.
