OVERVIEW
Contactwise is a web-based Customer Relationship Management and Customer Service Centre Management solution, with a complex data routing engine enabling businesses with better sales, profits, and a huge customer base. What sets this IT solution apart from others is the absence of a contract or lock-in period, with added mobility, customer happiness and client retention.
The solution offers a plethora of third-party tools and software integrations such as Microsoft Dynamics 365, ZenDesk, FreshDesk, Pipedrive and over 100 others. From productivity offerings such as workflow designer and editor, to a host of CRM features such as call centre management, sales support custom profiling and demographic records, phoning systems and intelligent routing all utilising the already existing IT infrastructure rather than developing new one, cutting operation costs and deployment time.
The solution also offers training and education to customer service executives, with the availability of aids and tools such as live webinars, recorded lectures, video on-demand and blogs.
ABOUT ContactWise
ContactWise is a cloud based IT, business management solution with customer service management and CRM functionality, an extensive suite of features, wide integrations and attractive pricing plans sets the solution ahead of the competition. Businesses can send bulk promotional mails such as advertisements, coupons and discounted products catalogue while keeping a thorough track on customer sales/purchase requisitions, storing the data and the records. Highly personalised, easy to customise, businesses can edit, change or add functionality with the productivity designer. The solution is easily deployable, jumps into action due to the use of already existing technological infrastructure without any need of newer additions or changes. Negligible downtime, maintenance with regular software update and patches allow a secure platform which is alway up to date. Built on the framework of MS-Azure, the solution shares its framework to multi-million businesses such as Samsung.
The solution offers a complex, multi-functional telephonic system that allows for a unified centre combined with the experience of a local seller. Higher customer satisfaction makes up for better sales, retention, and long-term business. Global network support, simple number porting ensures no customer stays out of touch. The solution has a complex and intelligent routing engine that aids better productivity overall, automated tasks, call distribution and dedicated IVR’s. A broad base of other productivity tools work for the customer contact team, simplifying and managing customer and calls lead to better overall business outreach. Regular monitoring allows for easy employee training and education.
Customer profiles, sensitive supplier information and transaction data, buying patterns and demographics from thefts and threats by the solutions’s CRM security framework, businesses can create their own secure access list, taking control of who has access and the amount of access they have. A hierarchy of roles and levels of access can also be set up in reference to login rights, so the client can decide the level of control and access every employee gets.
Cutting edge and top of industry leading sales support and contact service centre team allows speedy set up and action. The CRM tools also create detailed reports on sales/purchase orders, trends and buying patterns to increase sales and study details so no third-party suite is needed. Schedule meetings, taking follow ups on employee calendars are also simplified.
The company offers desktop support, with MAC, Chromebook, Windows and Linux, is cloud and web-based, SaaS framework coded. The solution is highly customizable, tailor-made for the unique uses-cases original to individual businesses.
Features Offered:
- Extensive Telecommunications and Phone System
The solution offers a personalised local touch with numbers from over 80+ countries, allowing customer communication even though the operating team is in another region. Simple number porting to the native application form the original numbers so the client doesn't have to go through the hassle of procuring new numbers. On demand special sequence numbers help shape up the brand’s identity. The ability to work remotely creates a time zone latency, through the solution, every team can be dedicated to a time-zone, work hours can be planned accordingly, calls can be funnelled, easing contact centre management.
- Intelligent Call Routing Engine
The custom workflow designer boosts sales and cuts time by automating and designing specific work actions, these sets of tasks can be created by the client, these automated tasks can straightaway route to the programmed action. Intelligent distribution of the callers on the basis of predetermined factors allow that every caller is connected with the relevant skilled agent or employee. The solution also allows the development of a multi-tier automated voice response system that directs the caller to different departments. The engine can also smartly route calls to specific agents based on relevance and skills necessary for the conversation.
Simplified push-notifications for alerting the agent for the call, calls can be forwarded to personal mobile devices from the telephonic system so that important work calls can be taken even when the employee is away from the service center. Ample time post calls for preparation of the next one, combined with a crystal clear speaker system ensures that no call is missed or attended to haphazardly. Customised workflow designer, a custom access list and quick set up and running makes the solution reliable yet cost-efficient.
- Suite of Call Center Specific Features:
Administrators and supervisors can intervene in an ongoing call while supervising to speak to the client or the agent concurrently, they can also sprout in some advice while the call is live to help agents tackle sticky situations while keeping the customer satisfied with the resolution. The educational tools and live call supervisory and monitoring allows for great results. Easy interaction recording post calls helps agents to revisit the call and learn how to deal with the customers better. Happier customer satisfaction increases retention and growth for the business.
PROS AND CONS
Pros
- Wide Third-Party Tool Integration: The solution has over 100 plus third-party tools and features integrated, ranging from FreshDesk to ZOHO, it can also add further integrations on the request of the client and the business.
- Wide Communications Support: All carriers, WhtasApp, voice and text messages are all supported on one single platform for easy communication.
- Simple yet Powerful Workflow Designer: Drag and drop functionality to create smart, streamlined flow charts and pipelines. Maximise efficiency for maximised profits.
- Easy deployment and quick support: As the solution uses already existing infrastructure, there is very quick set up and running time. This saves the client time and money in the longer run, the process is hassle-free.
- Great After Sales Support and Customer-Care: As the solution aids contact station management, there is great after sales support and communication, this helps programming the CRM to the businesses specific requirements, another factor in easy set up and running of the solution than the competition in the market.
Cons
- No Mobile Application Support: There is reduced mobility in the access to the solution as Android and IoS is not supported, there is no mobile application support. Addition of this feature can help ease accessing the customer data and tracking other parameters from anywhere.
- Limited Set of Features: The solution offers a product that covers a niche, but there is a lacklustre variety of other features of functionality that can help appeal to more customers if added such as the ability to schedule sales meetings, tracking customers purchase orders and logistics.
CONCLUSION:
ContactsWise is a web based IT solution offering easy, quick set-up and deployment and offers custom Customer Relationship Management and Service Center Management functionality. The solution simplifies running a contact center, with training, supervision and administration agents for overall better customer happiness and satisfaction, while the CRM offers easy sales tracking, profiling of prospective leads and customers. The complex routing engine allows for calls routing on the basis of agents skills, niche and ability to handle a specific demographic of the customer base. All of this is backed by a CRM security suite, where there is a custom security access list and levels of access set up by the business owner.
Affordable pricing plans, no lock-in period or contract, payment for only the functionality used and reasonable subscription plans, make this the perfect solution for small to medium scale businesses. The experience of communication and expertise of a local seller even though the customer contact center can be overseas allows businesses geographical freedom of operations.
The combination of automated and smart routing systems, a tailor made CRM solution, education and training for agents and telephonic management makes this an easy recommendation.