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Call Center Management
Call Center operators must accurately perform a series of detailed tasks in a demanding, high-speed environment. ISI’s Synchronos™ platform helps streamline the process and confirm data accuracy with sophisticated, automated processing that improves Call Center productivity and provides operators more time to focus on customer service, selling, and cross-selling.
On inbound calls, Synchronos immediately searches the database, and either identifies the correct customer record and displays up-to-date account information, or promptly determines that the caller is a new customer requiring set-up. To efficiently set up a new customer, Synchronos uses its integrated productivity tools to validate the given address, check address and phone number for signs of potential fraud, screen the caller against client-specified suspect and/or sanctions lists, and quickly reveal any connections to existing individuals and businesses within the database. While all of this is happening, the operator is free to continue answering the caller’s questions, taking the order and/or suggesting other products, upgrades or special sales.
On outbound calls, Synchronos’ unique platform and 360° profiles provide total management of call tracking and database updating — in real time — for all clients, across all campaigns, from all sources and in all formats. It analyzes campaign results, providing the critical information needed to drive improved productivity of future campaigns, and creates new call lists that are always of the highest quality — clean, de-duplicated, and updated with the results of past campaigns.
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| About Customer Connector Applications |
Within your customer data are hidden clues to connections between your customers – business as well as individual – that you can use to strengthen virtually any customer-related business initiative, including determining credit risk, targeting cross-selling promotions and accurately identifying a customer’s true value. Revealing those connections is part of ISI’s new paradigm for the 360° customer view – and the foundation for gaining significantly more business value from your customer data.
Think about how a top-notch manager at a local business that serves you knows all about your family, the small business that you own, the charitable organizations with which you are affiliated, and the other relationships you have. Using this information, the manager is able to treat you in a very personalized manner, can suggest the appropriate products that will benefit you the most, and is able to provide excellent customer service.
In today’s environment of mergers and acquisitions and large customer databases, however, it is very difficult for organizations to provide this highly personalized approach. Fortunately, ISI’s Customer Connector Applications allow your organization to build, maintain and leverage this type of relationship information in an automated way, so your can treat each of your customers as though you knew them personally.
ISI’s extended 360° customer view goes far beyond the traditional model, which aims simply to link a customer profile with all of their products – still a distant goal for many organizations. Our extended customer model shows you all of a customer’s products, plus all other customers – business as well as individual – who have a connection to that customer, whether by family, employment, location, other association, or based on external data from third-party sources. Then we include all the products those connected individuals and businesses have. And on top of all that, we add proprietary Influence Value Indicators™ that enable you to identify the potential strength of the influence between connected customers.
This unprecedented level of customer information gives you insight into customers, their relationships, and their potential for influencing and being influenced by other customers that you can use for significant business advantage in areas such as sales, marketing, risk management and strategic planning – and it’s available only from ISI. |
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Open Systems |
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Hosted Software as a Service (SaaS) |
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ISI Managed Client Facility |
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