Siebel Contact Center Optimization
Performance management and the ability of enterprises to select actionable and appropriate metrics for their CRM initiatives distinguish those firms that achieve CRM success, from those that struggle when deploying a CRM solution. Accelerating end-user adoption of CRM products along with a consistency of that end-user experience will be paramount in deploying successful CRM applications, and in management of transformational CRM change.
- Isher Kaila, Research Director, Gartner
OPTIMIZE CONTACT CENTER INVESTMENT AND MAXIMIZE ROI WITH SERENE’S CONTACT CENTER OPTIMIZATION SERVICES
When a contact-center agent struggles to efficiently manage a transaction (sales or service), CRM software has broken its promise of increasing revenue, decreasing costs, and enhancing customer experience.
Siebel Contact Centers automate complex business processes in which efficient infrastructure along with established and performance-tuned business processes are critical to achieve expected ROI. Thus it is imperative to optimize Contact Centers for every unique business environment, user need, and usability pattern. The ROI promises may not come true if a company does not build and sustain adoption as well as the efficient and effective use of a CRM application by end users.
Serene and its Contact Center Optimization Partners have combined forces to help customers analyze and optimize their business processes to achieve quick ROI in CRM technology, whether deployed in a CTI enabled Contact Centers, used to operate service processes, or support a field sales force.
CONTACT CENTER OPTIMIZATION PROCESS
Together, Serene and its Contact Center Optimization partners provide the expertise (through proven methods and services) and the intelligence (with comprehensive data about the end-user experience) to identify systems issues and Pinpoint targets for improving end-user performance on an ongoing basis, which delivers higher business value from CRM deployments. The figure below describes our optimization methodology:
CONTACT CENTER OPTIMIZATION SOLUTIONS
Serene uses our partner products to deliver Value-Added-Services for Contact Centers. Our solutions target strategic planning, CRM Solution Implementation, optimization of business processes, and ROI maximization.
BUSINESS BENEFITS
Serene’s Contact Center Optimization solutions help customers maximize the business returns and value gained from a CRM system by driving adoption and efficient execution of complex business processes. Serene’s customers achieve this by:
- Improving application performance with the help of KNOA’s diagnostic capabilities coupled with Serene’s Software Performance Analysis (SPA) toolkit
- Cutting implementation and application management costs through usability improvements and streamlined business processes for end-user support, training, change management and application performance management
- Enabling Smart Solution Recommendations across interaction channels (voice, email, chat, web) using InQuira’s Knowledge Management Platform to achieve higher First Call Resolutions (FCR)
