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===== Inbound & Outbound Overview =====

==== Introduction ====

{{infinityoverview:ds_1_disjointed_cubes_reduced.jpg |}}Contact history and call outcomes – Complete customer contact history is provided with ‘at a glance’ views of up-to-date product data, objection handling assistance, current industry legislation or relevant websites etc. By hiding this complex ‘iceberg of data’ only the relevant information is visible to deliver what we term - “Full Customer Knowledge”.

==== What is it ? ==== 

{{ infinityoverview:cm_p1_ice_berg.gif|}}• An integral part of our ‘Desktop Scripting’ or ‘Lite’ applications that your agents use to capture or view customer details & history.

• It is included but you can use your own Contact Management/CRM system if you prefer.

==== How Does it Help ? ==== 

{{infinityoverview:cm_p5_dtop_tfc.jpg |}}**Your Customers** – no longer have to repeat information that was previously hidden from the agent in another system. 

**Your Agents** – can capture customer contact details, reason for the call, as well as storing crucial historical data without using multiple applications.

**Your IT People** – removes the requirement for a separate Contact Management system and can integrate with an enterprise CRM system.

**Your Operational People** – helps them measure what is happening on a real-time basis and they can define workflow processes to control automatically what happens next. E.g. Send brochure, escalate & transfer to technical support, case closed etc.

Trace:

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