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Data Sheet: Call and Contact Center Services

Telephony Integration

Emergency Alerts, Predictive Dialer, Reminders, XML Messaging

Salesboom has integrated telephony services that can support any contact center activities in any business line. Salesboom integrated CRM and telephony services will deliver solid services for today's contact center activities, and will position services for the future with Virtual Call Center capacity in support of remote agent, VoIP and a telecommuting workforce. Salesboom delivers integrated services such as:

• Predictive Dialers
• Integrate existing business phone systems
• Telemarketing Autodialer
• Virtual PBX Phone System
• Predictive Dialer
• Emergency Alert Systems
• ACD Systems
• Call Recording
• Call Distribution
• IVR (Interactive Voice Response)
• CTI (Computer Telephony Integration)
• Business Phone Systems
• Auto Attendant Call Routing
• Skill Based Routing
• Real Time Monitoring and Reporting
• Voice recording and logging
• Historical Reporting
• Multi-media management
• FAQ Knowledgebase

Telephony Solutions

Integrate Telephony/CRM Solutions to build a contextual service base that ties to other relevant business lines in the enterprise.

• automatically track and log all incoming and outgoing calls into CRM
• automatically pull customer information from CRM on call pick-up
• automatically route calls to best expertise based on CRM rules
• use data captured to build deeper relationships and to feed into ROI metrics over broad and/or specific ranges of activities from back and front office activities.

Call Center

With Salesboom CRM and telephony integration it is possible to enhance management, tracking and efficiency of call/contact center activities, and to build historical call history in the context of Marketing/Sales and Service activities. It is possible to make further links to back-end activities based on the level of enterprise integration of the CRM. Build knowledge based centers for:

• Call Centers
• Virtual Call Centers
• Customer Contact Center
• SOHO: Small Office Home Office

Telephony Interface Tailoring and Customization

Salesboom is based on Web Services Protocols, and offers customers the choice to roll out a fully integrated Salesboom product, or to integrate other telephony components from 3rd party solutions with Web Services Interface.

• Telephony Services delivered in an integrated GUI accessible from anywhere through a browser
• Integrate and customize services from within Salesboom without having to go to third party for changes.

Telephony Options

You no longer need to sell your customer a new phone system to have full integration with your CRM.

• Leverage the Internet
• Mobile Phone
• VoIP
• Open Source

Sample Telephony CRM Interactions

Use Salesboom Services to integrated call activity and CRM activities automatically, encouraging efficiency and consistency in data collection and record keeping. Below are some examples of integrated CRM/Call Management services:

• On Incoming calls it displays the caller name or number (depending if it can be found in CRM). On lifting the handset the contact/account opens. A incoming phone activity will be created, too.
• If you want to call someone Telephone Integration dials the number for you from inside CRM and creates an outgoing phone activity.
• Telephone Integration keeps track of your previous calls and enables you to quickly call back by selecting any previous phone call.
• Displays customized call information, based on CRM data with every call.

Telephony Application

Position your organization squarely in today's market with easy and reliable uptake integrated CRM Services. Because Salesboom is an industry leader in CRM Solutions, you are automatically positioned to upgrade to incorporate upcoming trends and technologies.

• Customer Relationship Management
• Direct Response Marketing
• Customer Contact Center Solutions

About Salesboom

SalesboomTM is a world leader in delivery of on-demand Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) solutions.

Salesboom has over 28,000 subscribers from around the globe, ranging from SMB to Fortune 500 customers, in over 154 countries around the world. Salesboom.com solutions drive innovation, enable business realignment, and enriches customer relations across the enterprise.

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