Navicon Contact Center

Navicon Contact Center solution based on Microsoft Dynamics CRM is developed by NaviCon Group Company to automate contact centers and the departments of customer request processing. This solution can be successfully applied both for sales inquiry processing and for aftersales services in the companies from any industry.

Navicon Contact Center processes requests that may come to contact centers from various communication channels (phone, email, personal customer visits); allows for knowledge base calls, monitors solutions for the inquiries routed to experts. Due to its simple and intuitive interface NaviCon Contact Center solution makes the contact center functioning easy and efficient.

By implementing NaviCon Contact Center the companies get the following benefits:

• Unified request processing from various communication channels.
• Simplified inquiry registering process.
• Operative request processing control.
• Statistical analysis of the contact center performance.

NaviCon Contact Center is distinguished from the rest of existing contact center solutions by the following peculiarities:

• Multiple channels. The solution registers inquiries coming from different channels (phone, email, personal visits).
• Several requests in one inquiry. While talking to the customer the contact center employee can register several customer requests and initiate their processing by several business processes.
• Knowledge base. The knowledge base data necessary for inquiry processing are available to the contact center operator.
• Web interface for contact center operators. The operator accesses NaviCon Contact Center solution from a web interface. Thus, there is no need to install any special software on his computer.
• Automatic notification system. When the request is solved the system automatically generates the outgoing customer interaction task to notify him about the results.

Functionality

• Simplified inquiry registering procedure from any interaction. This function decreases the average inquiry processing time. Inquiries coming from different channels are registered at the same time.
• Automatic display of customer request histories. After the customer is identified the system automatically displays his request history thus increasing the customer interaction performance.
• Automatic search in knowledge base provides quick access to the correct answers, thus decreasing the inquiry processing time and increasing the customer satisfaction.
• Today dashboard provides the contact center manager with the key data about inquiry processing statuses, thus ensuring the contact center operational management and increasing its performance.
• Operational statistical reports of the received inquiries help to analyze the contact center performance and provide for tactical and strategic amendments.