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Technology: Data Integration and Sharing |
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Generation Direct feels that sharing critical call data with its customers is vital to the success of the campaign. Some examples of our capabilities:
Call Recording technology: GDI’s call recording technology is state of the art. Within minutes every call that enters the call center is encoded into a streamable format and hosted within GDI’s extensible CRM system Salescycle.NET. These encoded calls are also hosted in such a way that they can be integrated into our client’s custom systems creating numerous application development possibilities.
- Call Monitoring – Call recordings are also utilized for intelligent call monitoring capabilities. GDI provides its supervisors the ability to intelligently select which type of call they wish to monitor as opposed to the antequated approach of sitting on the line waiting for the next call to be received.
- Coaching and Training – Intelligent call recordings also provide for additional coaching and training. Examples of positive and negative calls are archived so that they can be used for additional training and testing.
CRM system for sharing and managing call center data:
GDI has developed a comprehensive CRM system called Salescycle.net which not only handles presenting call data to clients but also serves as a robust system available to handle client contacts, accounts, pipelines, interactions and more.
Salescycle.NET provides:
- Ability to track accounts/contacts/schedules/opportunities/interactions and reporting
- Complete control over permissions and views in order to fine tune the data presented to the individuals accessing it.
- Complex and robust reporting of critical data.
- Custom fields and customization options to fine tune the system directly to client needs
- Robust scalability and extensibility
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