Customer Contact Management System

Manage Customer Relationships Efficiently, Automatically, and Responsively

Does your business often face challenges in handling customer complaints, monitoring the effectiveness of marketing programs, or managing telesales operations efficiently? These issues are common in service and marketing processes, especially if they are not supported by an integrated and automated system. The right solution can help you optimize customer response, increase sales conversions, and deliver more responsive and measurable service.

With increasingly fierce business competition, a company must work hard to maintain its existence. One way to do this is by improving and maintaining customer service. In addition, it is also necessary to improve and automate the sales process by using multimedia networks (voice, web, social media, etc.).

Tel-Access, a company with 21 years of experience in Contact Management Solutions, offers a modular and innovative solution to address the above challenges: the “Tel-Easy Customer Contact Management System.”

Tel-Access offers services that provide and operate customer service and sales automation processes for you at an affordable price. Starting from 10 million rupiah per month, you can get the “TEL-EASY CUSTOMER CONTACT MANAGEMENT SYSTEM,” which is a customer service (contact center) where all the technology, equipment, staff, support, and location are provided by Tel-Access.

Tel-Easy Customer Contact Management System

is a system that functions very intelligently to

– Manage business processes between your company and your customers
– Ensure integration between the telecommunications systems and information systems you use

– 24-Hour Customer Service
– Outbound Calls for Direct Sales
– Sales/Telemarketing/Debt Collection
– Campaign Response Management
– Billing Reminders/Billing Information via IVR
– Product/Service Information via IVR
– Incoming Calls as a Contact Center
– Management Function

Tel-Easy CCMS Functions

Advantages of Using Tel-EASY CCMS

Cost-effective, no large investment required from clients

Total Solution, technology, equipment, staff, support, and location provided by Tel-Access

Flexibility/Customization

Ease of Integration

Maintenance & Support Guarantee

Features of Tel-Easy CCMS

– IP PBX System → IP PBX as a protocol for transmitting digital voice with extra clear quality.
– Interactive Voice Response (IVR) → for delivering product/service information, billing reminders, billing/balance information, etc., Voice Mail.
– Voice Recording → for Transaction Records and Quality Control.
– CRM Application → Customer Database for Ticketing System, Detailed Reports for both Outbound and Inbound Calls.
– Automated Call Distribution → to connect every incoming call from customers to the most appropriate agent
– Predictive or Preview Dialer → for Collection, Telesales, Billing notifications, etc.
– Reporting → All Agent reports, both inbound and outbound, will be recorded in the system

Features of Agent

– Agents can be set to handle inbound calls or outbound calls, or even a mix of inbound and outbound calls.
– Voicemail can be activated when all agents are busy receiving calls.
– All inbound and outbound calls are recorded in a log.
– Manual call recording feature.
– Follow-up function in the To Do or Calendar feature.
– Create trouble tickets.

Features of Tel-Easy CCMS

Web-Based Interface for Supervisors to monitor Agent activities, including:
– Number of calls answered and unanswered by Agents
– Number of Agents who are Ready, Idle, or Unavailable (on pause)
– Total number of calls in a day
– Feature to record conversations either manually or automatically
– Supervisors can listen to conversations between agents and customers in real time without the agent or customer knowing
– Supervisors can also join conversations between agents and customers as a conference call.

Features of the Add-on

Additional features that we can also provide include:

– Email notifications
– SMS notifications
– Customers can contact the Call Center not only by phone, but also via the website, fax, Facebook, and email