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You Asked, We Answered: New Doxim CRM Release Q&A - Doxim - ContactCenterWorld.com Blog

You Asked, We Answered: New Doxim CRM Release Q&A

Our 2017 release of Doxim CRM included an assortment of enhancements to the product. They were designed and implemented to meet the changing needs of today’s banks and credit unions and in close collaboration with our valued customers. The enhancements include new and optimized engagements and workflows, an improved, web-based user interface, a mobile app and integrated email marketing capabilities.


By Steve Castrucci

As part of the rollout, I recently presented at a webinar for current clients, explaining these new features. As is usually the case, we had many questions during the Q&A period, and I wanted to highlight some of them here on the Doxim Blog. Perhaps you’ve been wondering about some of these topics?

Overview Statistics on Customer Engagement

Q: As a Director, I am not involved in operational aspects of our engagement strategy but wonder if management can provide the board with overview statistics for our review and assessment?

A: Within Doxim CRM, you can get Engagement Pipeline and Completed reports that show the number and status of the Engagements, where they are in the Pipeline, and the <em based on actual sales and the probability of success. Depending on your needs, some of these reports are predefined within the CRM, and others can be custom created from existing data.

Email Opt-In/Opt Out

Q: Is there any specific integration with a software tool to ensure compliance with email preferences when communicating with customers?

A: The Doxim CRM is setup to support email opt-in and opt-out, email preferences, and to handle CASL (Canadian Anti-Spam Legislation) compliance. For example, here is a description of how the CRM works with CASL requirements:

  • The CRM will only send emails to customers who have provided their consent for Email Marketing for specific products or topics. This consent information is stored in the Solicitation Preferences section of the CRM.
  • When using Email Marketing, Doxim CRM will allow you to include links that allow the recipient to put unsubscribe from a topic
  • An Unsubscribe will remove the recipient from the list, so they will not receive future Emails.

The Solicitation Preferences settings can be used by our US clients to ensure that their customers are receiving communications through their preferred channels and that they remain in compliance with the CAN-SPAM act.

Integration with the Data Warehouse

Q: How will we integrate the information from the Doxim CRM cloud into our data warehouse?

A: The data stored within the Doxim CRM database can be made available through data extracts, and sent to you on a regular basis. You can then use this data to load into your data warehouse. This will ensure you always have access to the latest and most current information on your customers.

CRM Authentication

Q: How are staff authenticated to Doxim’s SaaS CRM?

A: To access our Doxim SaaS CRM, staff will have a user ID and a password, and log in to the system through the given URL. This user ID will allow them access to Doxim CRM and LOS (if applicable). Our strategic plan is to have one user ID that provides access to the entire Doxim Customer Engagement Platform.

CRM 2017 Reporting

Q: Do you have Reports in the CRM 2017 software?

A: Yes. Reports are available through the Reports icon. All the reports that were in earlier versions of Doxim CRM (formerly ACE) are still available.

Here are the reports, divided by area:

  • Activity Reports
  • Sales Reports
  • CRM Usage Reports
  • Campaign Reports
  • Other Reports

Security

Q: How do I know that my data is secure in your data centre?

A: Doxim has been hosting the Doxim software for banks and credit unions for over 10 years. In Canada, we will be running the Doxim CRM in the same facilities as our ECM, we have state-of-the-art data centres in Ontario and British Columbia. In the United States, data centres are located in North Carolina, Arkansas, and Michigan.

Our data centres are SOC1 and SOC2 compliant, and they follow CSAE 3416 Compliance, which means they have been certified for security and privacy. We use HTTPS website security standards, and all new releases of our software undergo White Hat Vulnerability and Penetration Testing. For more details on Doxim’s data security processes and procedures, I invite you to download our Doxim Data Security Brief.

Do you have further questions about Doxim CRM 2017, and how an upgrade could work for your bank or CU? We’re always happy to chat, so feel free to reach out to Doxim and we’ll book time for a quick conversation and personalized demo.

Not a Doxim client? We have a sneak peek webinar coming up, during which we’ll showcase all the key functionality of Doxim CRM. Come see how you’d benefit from a CRM purpose-built just for banks and credit unions. The webinar will occur on November 2, at 2pm EST, and you can sign up here.

 

About the Author

“Steve Castrucci is a Senior Product Manager at Doxim. He has over 20 years of experience building and delivering software and services products for businesses and consumers within the financial services market place.”

Source: https://www.doxim.com/blog/new-doxim-crm-release-qa/

Publish Date: October 27, 2017 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from Doxim

Recent Blog Posts:
Fixing Customer Experience Pain Points with CRM: A Leader’s GuideNovember 14, 2018 5:00 AM
How to Get Buy in for Your CRM ProjectJanuary 18, 2018 5:00 AM
Voice of the Customer: First West Credit Union Tackles Operational Complexity with Doxim CRMNovember 15, 2017 5:00 AM
Why CRM needs to be in your 2018 tech budgetOctober 31, 2017 5:00 AM
You Asked, We Answered: New Doxim CRM Release Q&AOctober 27, 2017 5:00 AM
Successful CRM Implementation Starts With Strong LeadershipSeptember 27, 2017 5:00 AM
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