CRM in Contact Center

For constant, flexible, multi-channel contact

The importance of keeping in touch with clients: this is the reason why many companies working today in highly competitive environments must strengthen and expand their channels for contacting their clients in order to build loyalty and maintain their competitive edge.

Clients increasingly require a flexible 24/7 service both in terms of contact and availability of the service and this has given rise to multi-channel CRM contact centers which allow clients to contact you whenever they want and using the channel they prefer.

This increased availability is fundamental in order to improve customer service and therefore build customer loyalty. At PAT our solutions group together a diverse range of functions which allow companies to offer a better service for direct, fast and intuitive contact.
Integration with the most important communication systems (phone, fax, text message and email) guarantees the tracking process with the preferred channel for the client.

Benefits from using PAT solutions:

• Reduction in staff turnover difficulties as a result of the simple interface and reduced training times.
• Increased quality of service owing to the knowledge base and ability to cooperate.
• Increase in the perception of “organization” that the user has from the outside as a result of the tracking system and registration of every activity performed.
• Improved database quality as a result of a high level of integration and to the synchronization with the applications belonging to the client.
• Reduction in the cost of each and every service via the availability of many input and output channels (phone, fax, text message and email), the use of a powerful knowledge base and the archiving of shared information.
• Increase in the numbers of clients that can be served by customer service staff thereby reducing costs and increasing service levels.