CRM Tools
The development of customized contact center applications and CRM tools goes hand-in-hand with our business of providing customer contact center services, and is one of our specialties. Many clients have looked to us, and we have built, fully customized solutions to handle their customer interactions. Our experience has been that many clients who approach us to develop customized applications have been disappointed with the limited customization available from commercial packages, or are unwilling to make the huge investment necessary to obtain them.
From an application development perspective, American Customer CareŽ currently utilizes ASP, HTML, VB, VBscript and javascript for development of GUI programs for most of our agent screens and script pages that navigate the customer contact and provide our CSRs with any reference material (frequently asked questions, database lookups, etc.) needed for the contact. We use this for many of our clients along with a link to their internal systems or CRM platform. These GUI programs offer us the ability to be flexible to accommodate the various needs of our clients through customization of their program(s), as well as provide our CSRs with user-friendly screens from which to work.
|
|
