Pivotal Contact Center®

Customer Care for Businesses

2 Pivotal® CRM: Pivotal Contact Center

and self-service Web channels. By interacting with each customer via their channel of choice, agents can maximize customer satisfaction while minimizing costs.

3. Consolidated Desktop A unified agent desktop consolidates all customer interactions across sales, marketing, service and support in a single, intuitive interface that maximizes agent efficiency. And by providing access to sales opportunities, order entry, and quotation management tools, agents can leverage automated business rules to better identify, qualify, and then pass leads to the appropriate sales team, creating revenue generating opportunities.

4. Fully Integrated with a Complete CRM Suite When Pivotal Contact Center is deployed as part of Pivotal CRM Suite, agents gain a 360-degree view of the customer, over their complete history and across the entire organization, despite employee turnover. As a result, agents are empowered to deliver personalized service that results in more first call resolutions and greater revenue generation from up-selling and cross-selling opportunities.

Pivotal Contact Center Advantages

Growing, adaptable businesses need CRM that is comprehensive across all business functions.

But it must be highly flexible, easy to implement, and deliver quick wins and measurable business results that matter.

Our award-winning CRM Suite now encompasses a fully integrated contact center, delivering a smart, consolidated desktop that supports multiple interaction channels and connectivity to any telephony device.

1. Flexibility At Pivotal CRM, we understand that every call center has processes optimized for their specific business. Pivotal Contact Center is designed to work in the way your organization sees fit—not how we think it should work. Our open data model makes it quick and easy to build your unique business processes into our application, and then adjust them as your business goals and customer interactions evolve.

2. Multiple Channels The primary goal of contact centers is still the same as the call center—resolve each interaction as quickly as possible while improving customer satisfaction. With Pivotal Contact Center, agents are empowered to manage tasks and interactions seamlessly across multiple, cost-effective channels of communication, including e-mail, voice,

Pivotal® CRM: Pivotal Contact Center 3

Pivotal Contact Center Solutions

Pivotal CRM provides a number of applications and pre-integrated interaction management products that can be assembled in a variety of ways to address key business issues.

Create a 360-degree Customer ViewAs a fully integrated module within the overall Pivotal CRM Suite, Pivotal Contact Center shares a common customer database that spans sales, marketing, service, and partners. This means agents have access to all customer information no matter how they interacted with the company, eliminating the problem of customer data silos.

In addition, Pivotal Contact Center leverages Pivotal CRM Suite’s standards-based integration framework, affording rapid integration to key enterprise applications and data sources both within and beyond business boundaries.

Solutions Components:

Pivotal Contact Center Available for both Pivotal 5.x and Pivotal 6.x deployments

Decrease Interaction Handling TimeShave seconds off average call times with computer-telephony integration (CTI) screen-pops that deliver the right customer data to the agent on every call. The result is decreased call handling time and increased customer satisfaction.

Solutions Components:

Pivotal Contact Center Provides a 360-degree view of the customer

Pivotal Interaction Connector – Delivers soft phone and screen-pop capabilities viaUniversal Edition a connector pre-integrated with Pivotal CRM

Your existing telephony Integration can be created between Pivotal Contact Centerinfrastructure and any common telephony infrastructure.

Provide Call RoutingIncoming calls can be routed to agents based on rules, such as customer preferences, product history, or IVR selections, distributing the workload and ensuring that the right agent takes the right call.

Solutions Components:

Pivotal Contact Center Provides a 360-degree view of the customer

Pivotal Interaction Connector – Delivers call routing capabilities via Universal Edition a connector pre-integrated with Pivotal CRM

Learn More About Pivotal CRMTo learn more about how Pivotal CRM solutions fit your business and increase your company’s ability to compete and adapt, call us today at 1-877-PIVOTAL (1-877-748-6825) or visit us at www.pivotal.com.

© 2008 CDC Software. All rights reserved. Pivotal CRM and the Pivotal CRM logo are trademarks and/or registered trademarks ofCDC Software. All other marks referenced are marks of their respective companies.

CRM-Integrated Contact Center

Pivotal Contact Center is a seamlessly integrated module within the overall Pivotal CRM Suite, which is designed to create a customer-centric organization— from sales, marketing and service to partner management—in order to drive increases in revenue, margins, and customer loyalty.

Measurable Customer Care ResultsIncrease Agent Efficiency – all-in-one interface allows agents to work more efficiently without the need to switch between multiple sales, marketing, service, and support applications

Decrease Handling Time – automatically associate a customer record with each incoming call via computer telephony interaction (CTI) screen-pops

Increase Customer Loyalty – agents with minimal training are guided to successful interaction resolution in a minimum of time, resulting in more satisfied customers

Increase Leads – new leads can be entered and routed to sales within a single application, ending the problem of leads slipping through the cracks

Decrease Training Time – easy-to-use interface decreases both the time to onboard new agents and the time to complete tasks for experienced agents

Increase First Call Resolutions – robust knowledge base with full text search capability ensures solutions are located quickly, facilitating more “one & done” interactions

Because Pivotal CRM Suite is built to be modular, we encourage customers to implement step-by-step, starting with core business functions, and extending over time. This minimizes risk and ensures impact where it’s most needed, resulting in faster return on investment. When combined, the modular pieces form a complete, fully integrated CRM system.

Proven SuccessPivotal CRM has been honored with the prestigious Microsoft GmbH .Net Server Innovation Award for ‘Best Industry Solution in Telecommunications’ as a result of our implementation at Alcatel eBusiness GmbH in Germany.

“This award demonstrates Pivotal CRM’s success in providing CRM and contact center technologies for the telecommunications industry. Pivotal CRM’s technologies ... are a powerful choice for companies that want high performance, Web services enabled CRM technology built on open standards—making it fast and easy to customize and integrate with other systems.”

Ingo Blunck, General Manager, Microsoft Germany

Sales Marketing Service Partner Management

Pivotal SalesPivotal Contact CenterPivotal Sales –Miller Heiman EditionPivotal WirelessPivotal Customer Intelligence

Pivotal Contact CenterCDC MarketFirst

Direct Marketing ManagerEvent ManagerLead ManagerCampaign PortalProspecting Assistant

CDC MarketFirst GeoAnalytics

Pivotal ServicePivotal Contact CenterPivotal eServicePivotal WirelessPivotal Customer Intelligence

Pivotal ePartnerPivotal Partner ManagerPivotal Customer Intelligence