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Minacs’ CRM Ecosystem: Getting Closer to the Customer with ALT CRM - Concentrix - ContactCenterWorld.com Blog

Minacs’ CRM Ecosystem: Getting Closer to the Customer with ALT CRM

Since the first customer and marketing databases in the 80s, to the fully-fledged CRM platforms of the 90s, to the cloud-based CRMs of the 00s and the Social CRM of the 2010s, CRM platforms have had the same goal and challenge – to successfully match customers with companies. With the proliferation of more channels, and changing customer expectations for effortless and real-time interaction, CMS vendors have moved to a platform-agnostic approach using clients’ legacy systems, third-party solutions and proprietary tools, and complementing the missing pieces with analytical engines, campaign management tools and automation scripts.

Minacs has recognized the need for a comprehensive CRM ecosystem and the company’s answer is ALT CRM. ALT CRM combines a Customer Experience Management framework and business operations console. It relies heavily on automation and analytics to deliver what the company calls ‘an intelligent engagement hub’ across multiple channels able to trigger enterprise functions like customer care and marketing, and including customer personalization. ALT CRM is a portfolio of 30 in-house developments and third-party tools to replace, sit on top of, or integrate with, existing client systems.
Much of Minacs’ focus is on revenue generation, profitability optimization, and customer retention, with differentiated support services and improved responsiveness to customer feedback. ALT CRM aims to predict customer behavior and buying patterns and personalize the communication while the customer transitions between different channels.
Since ALT CRM was first conceptualized over 18 months ago, Minacs had developed and deployed its social module with two clients. The social module is an algorithmic, trigger-based engagement that provides real time personalized messages on Facebook, Twitter and other social media. The tool monitors social media posts, comments and hashtags, segments users based on their social clout, and identifies the sentiment of the message. Then it automatically responds directly within the relevant social channel, without repeating the same messages to the same customer, and factoring the rules and compliance requirements of the channel. These responses are customized based on client business rules. For example, an influential customer posting a strongly negative comment, whose number is stored in the CRM, will receive an outbound call triggered by the platform on the dialer and assigned to an agent with the appropriate skills. In fulfilment cases, it can pull the status of an order by its unique reference number and respond, again via the social channel.
On the dashboard of a multi-skilled agent, the customer social comments and posts are displayed along with the queues of calls, emails and chat sessions, simultaneously creating a single view of the customer with up to 40 data points. The agent is then allowed to overrule the automatic library of responses and prepare a freeform response or modify a template answer.
With its current marketing deployments, Minacs has witnessed positive client feedback on ALT CRM’s ability to remove the complexity of workforce demand planning for social channels and to provide immediate response. The latter problem has been one of the main hindrances to social media becoming a structured complaints management channel.
Minacs is currently in the process of building templates, and adding languages and use cases for different industries, focusing initially on e-commerce clients. Unsurprisingly, the biggest challenge is data aggregation from legacy CRMs, but once resolved, ALT CRM’s interoperability allows its social module to be plugged into the legacy platform like Salesforce or Siebel and collect dashboard information. The company has also found other uses for the platform, running it on its internal HR touch points to predict agent attrition likelihood.
At a time when even end users can benefit from machine learning automation like Google’s Smart Reply, companies are pressured into looking for personalized marketing and customer care solutions which are also scalable. Minacs’ ALT CRM is primed to capture that demand.
 
What steps have your financial institutions adopted to safeguard customer data?
Share your views with us at media@minacs.com or tweet @MinacsGroup

Source: http://www.minacs.com/blogs/post/1974/minacs-crm-ecosystem-getting-closer-to-the-customer-with-alt-crm

Publish Date: January 19, 2016 5:00 AM


2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



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