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The Customer Service Management(CSM) Platform

CSM brings the flexibility of a single point of control for all the communication channels of your Omni-Channel communication strategy. With just the one platform you can replace your existing heterogeneous environment of single-purpose applications. CSM can be connected to all key enterprise information systems; the platform will merge smoothly with your business processes and procedures. If any specific applications or workflows are missing, we will add them as custom modules to ensure that there is not a single link absent from your overall communication strategy and business processes. By using progressive technologies, artificial intelligence and machine-learning, we will automate recurrent processes and improve the quality of your overall customer care. CSM will play a key role in customer support and will also collate invaluable data on your customers’ interactions and requirements. The next-generation CSM solution will improve your customers’ loyalty, your knowledge of their behaviour, and dramatically reduce your operating expenses.

Enter a new digital era of customer support.

Stay Ahead of Competitors – Communicate the Way Your Customers Do

Your customers’ communication habits and preferences change rapidly over time, and this trend is also boosted by the ever-changing competitive environment. This makes it even more demanding to meet customer requirements and expectations. Make full use of CSM innovative communication tools and turn the platform into your unique competitive advantage. By implementing a CSM solution, you will gain a head start on your competitors and save time, leaving you to concentrate on what you do best.

By using all the communication channels available to accommodate your customers’ individual preferences, you will make your mutual communication more effective, improve their convenience, and acquire valuable data on mutual interactions which can be used for future strategic decision-making.

CSM includes uniform tools for controlled Omni-Channel communication by means of e-mail, telephone, SMS, webchat and social networks, as well as the specific communication platforms within these social networks. It is also possible to implement dedicated mobile applications to facilitate a fully individualized contact with customers. While managing your communication with customers, you can switch smoothly between the various communication channels without losing your overall view or the specific context of the call. The services offered by CSM also include technologies for analyzing e-mail content by keywords, applications for recording the agents’ calls and screens, and a wide range of analytical tools. These applications can be complemented with artificial intelligence and machine-learning, which enable you, for example, to analyze keywords and emotions in telephone calls or e-mails, use chatbots, analyze data and identify patterns in aggregate data acquired from all interactions with the customer.

Stay Ahead of Competitors – Communicate the Way Your Customers Do

Contact Centre Complexity Resolved!

It may be easy to make and answer a phone call, but it is not an easy task to process interactions in a controlled and consistent manner across all communication channels. This is especially true when taking into consideration all the channel specifics and individual customer preferences, the need to link these interactions to internal business processes and procedures, and the imperative to ensure their security and monitoring. And all so that the quality of communication with your customers, and subsequently their loyalty, can continually be improved while at the same time reducing operating expenses and optimizing ICT budgets.

Today, we see organizations either spending huge sums for applications enabling them to maintain contact with their customers, while often not even utilizing all the advantages offered by state-of-the-art technologies, or running heterogeneous applications from different vendors, which are sometimes impossible to integrate or the costs of which exceed their value.

CSM simplifies the controlled customer contact by integrating a comprehensive Omni-Channel set of communication tools within a single platform, including tools for management and monitoring as well as solutions for linking with subsequent business processes. There are also tools to integrate CSM directly with our clients’ information systems, allowing a customized development of industry-specific applications and proprietary integration interfaces (APIs). CSM also brings innovative analytical and business intelligence tools, yet the costs connected with operating CSM are considerably lower than running multiple different applications.

A Smart Choice to Ensure That Your Customers Enjoy The Ultimate Customer Experience When Contacting Your Company

To achieve a high level of user comfort and a positive customer experience when your customers contact your company, CSM contains all the necessary progressive components right out of the box. Such components are usually only available in the more expensive products and solutions offered by the current global leaders in the contact centre market.

CSM is changing the game!

Your Path to Success

All activities that you introduce while transforming your business for the new digital age should be focused on customers, on meeting their requirements and, at the same time, bringing them ‘something extra’. This will differentiate your products and services from those of your competitors.

CSM will help you identify precisely who your customers are, what they need now and what they might need in the future. The key benefit of CSM is not the customer care itself; rather, it assists you in better understanding your customers, their behaviour and their objectives. CSM’s tools for customer interaction and requirement analysis will enable you to analyze precisely your customers’ needs and requirements and discern short, medium and long term trends. Your customers will thus become initiators of your future development.

With CSM you will be able to respond to these stimuli promptly. Digital technologies develop and change rapidly; therefore, it is a key competitive advantage if you can adopt and implement modern technologies flexibly and in a timely manner.

Make good use of this competitive advantage!