Familiar CRM framework
OASIS on-call’s integration to the Dynamic CRM system means that organisations can extend the value of their CRM systems as a call handling tool.
OASIS on-call automatically inserts the calling number, session start time, call duration and other statistics into CRM fields. This drives much more efficient agent operations, reducing customer effort by delivering caller details when transferring between agents and any automated services.
As OASIS on-call’s soft-phone is integrated within the familiar CRM screens agents are able to work with call controls while inputting data within the same familiar environment of the Dynamics CRM package.
Click to connect
When agents retrieve a customer record within Dynamics CRM a simple “click to connect” instantly dials the number with relevant call information automatically populated to the CRM system.
The OASIS on-call contact centre supports other blended media channels including email, SMS and web chat to offer customers a truly comprehensive customer experience across channels.
All the advantages of a cloud solution
VoltDelta’s OASIS on-call offers a completely cloud based contact centre environment integrated with Microsoft Dynamics CRM to provide a better contact management experience with a 360 degree view of the customer.
The hosted contact centre service includes a comprehensive set of features and, together with the Dynamics integration, will enable organisations to better meet their business and service objectives.
This combined CRM and contact centre system allows organisations to address key business objectives such as:
- Improve first contact resolution.
- Reduce the cost of contact.
- Improve customer satisfaction.
- Improve Net Promoter Score™.
- Reduce customer effort.
- Increase cross-sell and upsell opportunities and outcomes.
- Ensure integrated contact channels are offered to customers.
Agents use the OASIS SmartStation desktop which integrates to Microsoft Dynamics, and this application is delivered from the cloud as a “click-once” installation enabling agents to be based wherever there is a suitable internet connection.