Seamlessly Integrate your Call Center and CRM
While contact centers often provide a great way to collect leads, provide customer service, and otherwise provide your contacts with a “human touch” (or at least voice!), there are often a variety of integration challenges.
For example, many call centers use proprietary software for agent scripting and in-call data collection. In those cases, the “best” “integration” with CRMs, marketing automation systems, other software is often a nightly CSV summary file uploaded to an FTP site — a scenario that sacrifices both convenience and efficiency.
Data collection can also be a challenge; obtaining 100% correct e-mail addresses — necessary for many marketing and customer service initiatives — can be notoriously difficult given factors such as name spelling ambiguities and human error. Meanwhile, reporting and analysis may also suffer; while most contact centers can provide exceptionally good tracking, it is usually divorced from the meaning of such calls.
At JGRobo Marketing Inc., we tackle all of these challenges with a diverse suite of products and services. Our LAMS (Lead Automation Management System) software provides sophisticated, rule-based, customized processing of contact center leads/calls to get data into CRMs, marketing automation software, transaction processing systems, and virtually any platform — even those without accessible APIs.
Moreover, our core Contact Center System provides a completely tailored call center agent experience, including adaptive call scripts, integration with CRMs such as Infusionsoft as well as automated warnings of invalid physical addresses, invalid phone numbers and problematic e-mail addresses.
Use Case #1
Our real-time callcenter technology is utilized daily by agents taking donations and inquiry calls for one of the largest (by revenue) charities in the United States. Our solution includes: secure (PCI-compliant) handling of over-the-phone credit card information, nightly batch processing, nightly reporting, adaptive call scripts, and real-time lookup of donor information.
Use Case #2
Our contact center technology also empowers call center agents processing enrolment and inquiry calls for a group of post secondary trade schools in the United States. Our solution includes: nightly and real time reporting (including reporting for paid media), adaptive call scripts, real-time e-mail address validation, custom integration with an enrollment system API, and e-mail dispatches.