PRODUCT OVERVIEW

OneView Customer Relationship ManagementComplaints, Leads, Inquiries, Customer views, more

Best fitsOneView CRM is well-suited for contact centers from4-500 single-site and multi-site centers with multiplegroups and departments all working together to makecustomers happy and satisfied.

Key benefitsOneView’s proven design and open standardsarchitecture leads to benefits that are unique in thecontact center industry.

Faster return on investment by leveraging OneView’sunmatched functionality as a complete customerrelationship management solution that works with yourexisting PBX, or by using OneView CommunicationCenter to replace legacy PBX equipment and addunified messaging throughout your organization forincreased performance and productivity.

Increased customer satisfaction is achieved byusing integrated desktop that presents all the keycustomer profile and account related information ona unified desktop. These and other service applicationssuch as Complaint Registration and Tracking, LeadCapturing, E-Forms are the options that produce thebest experience possible for customers.

A lower total cost of ownership by replacing multipleisolated applications with OneView integratedapplication suite and single set of business objects,anchored by a single administrative interface forcustomer profile management and service deliveryrelated matters, and other OneView functions.Simplified interface and centralized reporting featuresreduce training costs with one intuitive set ofapplications for agents, supervisors and businessusers alike.

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ONEVIEW CRMKEY HIGHLIGHTS

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CONTACT MANAGEMENT CENTER

OneView Customer Relationship Management (CRM) Solution gives contactcenters a flexible pre-integrated application suite for managing customerinactions, complaints, leads and inquiries from one unified platform. Whencoupled with OneView Communication Center (CC), it can produce and deliverpowerful capabilities that will empower agents, supervisors and businessusers alike to elevate productivity and performance as well as customerservice, no matter where they are.

The architecture of OneView CRM is highly flexible. The system managerhas complete control over the various modules that are available to variousagent groups or departments. The application modules are compliant with allindustry-standard database systems such as Oracle, SQL Server, etc.Applications can use localized database or can be integrated with corporatedatabases. Similarly, OneView CRM is extendable, in other words, a businesscan have any type of in-house or external applications integrated into theframework of OneView CRM resulting in simplified usage, easy access to allthe applications from a single access point, while keeping the look and feelof the desktop as per company standard.

OneView CRM is very easy to implement and manage resulting in time savingsof IT support personnel. The application modules are designed to be of plug-and-play nature that seamlessly integrate in the OneView Desktop Frameworkand provide the same look and feel as the rest of the interface. BecauseOneView applications run on the industry-standard PC and LAN environment,there is no need for maintaining specialized black box hardware or expensiveand specialized skilled staff. OneView CRM provides centralized administrationin a single interface, and reduces the complexity often associated withmanaging separate applications and databases.

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CUSTOMER VIEWS

Customer Profile Screen Pop upOneView Customer Profile component displays details aboutregistered customers such as customer account number,identification codes, customer type flags, address, Phone andfax numbers, etc. This screen pops up automatically at the timeof the arrival of customer call, email, fax or SMS. A search optionallows retrieval of customer by using SQL based filters.

Customer Interaction and History ViewsA key requirement during customer contact handling is theagent’s ability to view a record of previous interactions with thatcustomer. The Interaction History View module presents a listof all the previous customer interactions along with date, time

COMPLAINT REGISTRATION AND TRACKING MODULE

OneView Complaint Management Application module makesregistration, tracking, processing and reporting of customercomplaints really simple. The agent can view pending andfinished complaints, review the status of existing records orregistration of new complaints.

A full-featured back office component allows quick assignmentand processing of registered complaints in a completelytransparent way. An integrated MIS reporting module allowsgeneration of key MIS reports enables the concerned managerto generate comprehensive reports by pressing a few buttons

SALES LEADS

When prospective customers contact your center, they representan opportunity for you to generate revenue. OneView LeadsCapturing application enables your contact center agents toeasily gather key information about the prospect and the productin question.

OneView CRM module for lead capturing and processing allowsthe entry of leads from existing and potential customer. Keydata about customers is automatically populated during leadregistration, enabling your agents to conduct cross selling. Thecaptured leads can be routed to the defined destination. Thesystem manager can define the turnaround time and an escalationmatrix. Various teams can be defined in the system as routingdestination. Lead records can be automatically assigned to themost relevant sales force.

OneView CTI screen displays customer details in a profilepop up screen and provides a list of recent interactions.

OneView Complaint Management allows your agents to registernew complaints, search and retrieve existing complaints.

With OneView Leads Capturing module, it becomes veryeasy to capture key data about potential customers.

Definition of business forms

Allows the routing of forms

Forms can be linked with thedatabase fields

Definition of turnaround time

Facility to integrate the formswith the back end systems

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E- FORMS

OneView E-Form Module supports paper-less office initiativethat results in faster processing of customer requests. By usingon-screen forms, customer requests are registered and routedto the concerned department for processing. A Back OfficeProcessing module enables viewing and processing of suchrequests. Here are some key features of this module:

Allows definition of teamsagainst the forms

Automatically populated with allthe customer data

Track all the form-relatedactivities performed

Provides the assignment of theorigination

COMPREHENSIVE MIS REPORTS

OneView Comprehensive MIS Reporting tool makes it verysimple to generate detailed and summarized reports on allaspects of CRM activities. Regardless of which modules youorder for your CRM, the reporting package with its consistentinterface enables you to get reports on any of your target activity.Fully supports data export in standard format. Ready reportscan be viewed on the following basis:

SYSTEM MANAGEMENT AND ADMINISTRATION

OneView CRM framework and applications are very simple tomanage. Standards based ODBC calls allows easy integrationwith any industry standard databases.

The configuration module enables the system manager to definethe agent desktop differently for different groups. This allowsyou to provide access to only the required and relevantapplications on the agent desktop.

In addition to the OneView CRM applications, the dynamic tabcreation module allows you to define new tabs that can be linkedwith any of your applications.

Date wise listing

Status Reports for accepted,in-process and closed

Agent wise details andsummaries

Reports by type of record

Routing reports

Front office activities

Back Office processing

Customer wise

Daily, weekly and monthly

System manager can perform administration activities froma single interface.

This module helps contact center in creating a paper-lessenvironment. All kinds of request and application forms canbe defined with complete routing rules.

OneView Reporter interface provides a wide variety ofreports that can be easily generated using standard point-and-click method.

RESULT YOU NEEDS

MORE INFORMATION

To learn more about these solution, contact us todayby visiting our website URL www.zrg.com or sendus an email at info@zrg.com

FINANCIAL INDUSTRY SPECIFIC MODULES

Financial and BankingOneView CRM users benefit from instantly available information aboutaccount balances, transactions, and status of Credit, Debit and ATM cards,PIN Management. OneView Banking module protects unauthorized customerdata viewing by blocking the view screen until and unless agent hasauthenticated the customer through the specified procedure using IVRassistance or by asking certain questions that pop up on the screen

Credit and Debit Cards Provides all the details of card such as balance, limits, status and transactionson the desktop. Can be integrated with middleware or any other data source.

ATM and PIN ManagementEnables your agents to support ATM card holders. Fetches the informationfrom the data source and displays on the desktop. PIN Management featuresallows for generation and setting up of PIN codes. With appropriate linkingwith the underlying database, services such as de-activating and blockingof ATM cards can be offered to the clients.

Transaction PadThis module provides support for online transactions. Provides automaticaccount, card and other instrument numbers for transactions. Allows dispatchof transaction details through various communication channels from thesame console. Supports a wide range of connectivity options includingmiddleware or integration component.

Bills PaymentThis module allows your agents to accept payment of utility bills andgenerate transaction entries for the settlement. Supports multiple databasefor phone, electric, gas and other types of bills.

Funds TransferWith this module, the agent can perform either an on-line funds transferor generate a request for funds transfer between the authorized accounts. System creates the required entries with credit and debit instructions.

Developing a CRM strategy isn't an easy task.Complex organizational design, comprehensivetechnologies and ever-changing customer demandsare just the beginning. Customer driven CRM meansthat organizations first understand the customer,and then move inward to operations. Within thecontext of the customer, the systems andinfrastructure capabilities needed to serve thosecustomers and segmentation-based requirementsmust be reassessed. It's imperative to explore theskills and competency requirements for the peoplecomponent of the CRM design. A decade of CRMhas taught us that nothing happens until your peopleinteract with the customer in a manner consistentwith new CRM customer strategies and systems.

OneView CRM solution allows you to identify existingprofitable customer segments and determine whatwill establish a profit-based profile for moving forwardWith OneView CRM, you will be well positioned toapply predictive modeling algorithms to establish amodel with exceptional accuracy. OneView CRMlets you do that – effectively and efficiently.

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ZRG is the leading Contact Center Solutions provider andconsulting organization. We are highly focused in the areaof Computer-Telephony Integration (CTI) and CustomerContact handling solutions.

ZRG holds an excellent reputation for the robust solutions,technical strength and project management capabilities.ZRG offers intelligent call management solutions that arebased on open standards based technology and are highlyflexible in nature