Serving incoming calls with XRM Contact Center is not just an incoming telephony with the ability to routing. Your employees will be able to get full information about the client from the first seconds of communication - its value for the company, the history of relationships, the purchased goods and services, the history of appeals, claims, the status of their satisfaction and will be able to answer any question.
In addition to identifying the subscriber and accessing the necessary information about him, a pop-up call card contains additional information that will help the operator to service the call more effectively, and subsequently the supervisor (supervisor) to analyze the accumulated data on calls. These are:
Detailed information about the call. The call information fields contain the status (accepted, did not wait in the queue, the IVR has been processed, requires a chime), the waiting time for the subscriber in the queue, the time of greeting, reached the connection with the operator and the duration of the conversation with the contact center employee.
History of the listened branches of the voice menu. The Client card in Microsoft Dynamics 365 allows you to see the list of the branches of the voice menu listened to by the subscriber and their duration. That is, the operator will be able to analyze the messages of interest to the client and understand the subject area of the message or question on the journal of selected IVR items.
Audio recording of the conversation:
The system allows not only to enter data about the result of the conversation into the system, but also to save the conversation itself for further verification. After saving the conversation in the Card, a zone with session parameters is activated, in which an audio recording of the conversation is attached to each session. Only the employees with a special level of access can listen to the media file - supervisors, senior managers.
Depending on the type, topic of conversation or selected voice menu items in the voice menu, you can set up pop-up windows of the dialogue with a scenario of possible conversations and prompts. All selected items and comments are stored in a special reference book of the answers received and form a collaboration diagram both for individual and all calls and questionnaires of the system.