1. CRM/ACD Integration One screen to rule them all
CONTACT™ is designed using
standard Microsoft architecture and This screen shows the heart of CONTACT™, where
protocols. It integrates easily into SMS, email, web chat, fax and social media contacts are
your existing systems.
reviewed, replied to and categorised.
Message Wallboard
A PC version of the traditional call
centre wallboard that continually
displays and updates, no matter what
part of CONTACT™ you are using.
Grade of service, wait times and
handle times are displayed in real-time
for each operator.
CONTACT™ CRM
CONTACT™ uses Microsoft SQL Server
to store customer channel and personal
profile information. The customer
database is viewed and edited from
within the message console.
Multi-Channel Blended
Communication
Icons show which communication
channels the operator is monitoring.
Message History
A detailed colour-coded CONTACT™
history lets operators see previous
correspondence and details for
each customer.
Template Messaging
Customisable template forms let Real-time Reporting
operators pre-populate outbound Extensive online reporting of all inbound
messages with standard responses. and outbound activity – by queue,
As well as reducing handling times, customer or operator. Managers
these templates ensure that messages can review a summary of all inbound
are consistent and appropriate. and outbound communications.
Contact us today to arrange a free, no obligation demo of CONTACT™
- the sms, email, web chat, social media and fax software that makes
integration easy:
• UK : + 44 (0)20 3006 8280
• Australia: +61 2 9956 3877
• New Zealand: +64 9 358 5878 or toll free 0800 328 277
Northern hemisphere: email info@datasquirt.co.uk Southern hemisphere: email info@datasquirt.com
www.datasquirt.com
This brochure is printed using mineral free (vegetable based) inks on PEFC accredited stock.
2. Harness the power of SMS, email,
web chat, Fax and social media
in your call centre
SMS Email
Fax
Social media
Web chat
The explosive growth of email, texting, web chat, Twitter and Facebook is a
phenomenon that businesses need to harness – both to seize opportunities and
to manage risks. CONTACT™ puts every new channel of communication at your
call centre’s fingertips.
CONTACT™ software enables call centres to excel at handling SMS, email, web chat and fax communications
New CONTACT™ Social adds easy management of social media channels, such as Twitter and Facebook
Complementing Voice
3. CONTACT™ software enables call centres
to excel at management of email, SMS,
fax, web chat and social media communications
Together or standalone
CONTACT™ communication channels are designed to easily integrate with your current voice or email services.
CONTACT™ offers sms, email, fax, web chat and social media in one easy to implement hosted package or you can
pick and mix to suit your requirements. You can buy them all together or one at a time, paying as you go.
Compatible with your technology
All CONTACT™ software integrates easily with existing CRM and ACD systems.
Hosted, or on your own servers
You can use CONTACT™ as software as a service (SaaS), accessing it securely over the internet
and paying as you go. Alternatively you can run CONTACT™ from your own servers,
within your own firewall.
CONTACT™ SMS SMS CONTACT™ Email Email
The use of SMS is helping organisations worldwide If you want to introduce or extend email services in
to reduce costs and improve customer service. your call centre, CONTACT™ makes it fast and easy.
If your call centre is already working with text
messaging, CONTACT™ will improve efficiency. Automate inbound and outbound email, to send invoices,
manage promotions or create marketing campaigns
Or if you want to introduce text messaging into your
call centre, CONTACT™ makes the transition easy. Respond efficiently to customers’ email questions
and requests
Lets you automate inbound and outbound SMS
messages, for things like account balance requests, Use approved templates for automated responses,
orders, promotions, surveys and more to ensure consistency and efficiency
Gives your operators the ability to send and receive Let team leaders review outbound emails before
SMS one-on-one with your customers they are sent
Lets you create inbound and outbound campaigns Use broadcast scheduling to stagger sends
and responses
Supports keyword matching to direct inbound
messages to the right people in your team Get full reporting of opens, click throughs,
unsubscribes and bounces, which are essential
Full message history, for audit tracking and accountability for email marketing campaigns
Get a complete view of activity with a fully
searchable message history by customer
4. CONTACT™ Social Social
media
CONTACT™ Fax Fax
N
E
CONTACT™ Social makes it easy to manage Physical fax machines waste space and resources.
W
social media in your contact centre. You’ll be able They also tie up valuable staff time, especially when
to monitor and respond to positive and negative a hard copy fax needs to be retrieved from storage.
comments and leverage the viral power of social media.
Fax broadcast scheduling and throttling to stagger sends
Integrates with your database/CRM or other channels,
or you can use it standalone Express fax broadcasts (blasts) for emergency events
or announcements
Lets you know the instant your customers comment about
you, on any social media platform, and what they say Templates for manual and automated responses to
inbound faxes (e.g. order receipt confirmations)
Tracks and records all dialogue on all platforms against
customer records Searchable history by customer record and easy,
electronic retrieval of all faxes
Lets you prioritise comments by customers,
influencers or sentiment Conversion of each fax to a PDF file for routing,
processing and searchable archiving
Automatically routes comments by different
customers to different operators Electronic storage of all faxes received
Lets supervisors screen tweets or comments
Easy sending of one-to-one fax communications
by your team before they are posted
CONTACT™ Web chat Web chat Multi-channel implementation
With one click on your website, customers and Looking to expand its ability to communicate in the
prospects can open a live chat session with most convenient channels for citizens, business
your representatives. owners, students and employees, Wokingham
Borough Council implemented the CONTACT™
You can determine which operators can hold live
multi-channel solution for SMS, email and web chat.
chat sessions and how web chats are queued
Launched in just a few weeks – the fastest deployment
Your operators can select and drop-in standard,
ever for the Council – the CONTACT™ solution interfaces
frequently used, words or paragraphs
with CRM and voice systems to offer an easy and
Message quality can be managed, including spelling, convenient way to communicate timely information.
grammar and vocabulary usage
Team leaders can monitor web chats Case Study – Wokingham Borough Council
ContaCttM SMS, email and web chat
You can search web chat history by customer record
and retrieve chat sessions for management reporting
and accountability Voice
CRM Call System
Centre
Customer
www.datasquirt.com/wokingham
Call us today on 0800 328 277 or visit www.datasquirt.com to view a demo of CONTACTTM
