When someone calls one of your team, the incoming number is matched against phone numbers in your iMIS system as well as matching against company records. Simply click on the name of the caller and it will be logged against their record. Once the call is over a full transcript of the call is attached to the call log so that you have a full, permanent, record of the conversation.
Connect Call Centre is a self-service, cloud-based contact centre service that makes it easy for you to deliver better membership and customer service at a lower cost.
Connect Systems Global has leveraged Amazon Connect, the same contact centre technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialised skills required.
But what about calling your members? Your contact’s key phone numbers are grouped together and clicking one of them will start making a call.
Just as with incoming calls, a log of the call is created and once the call is completed the transcript is saved to the user’s record. If that's not enough, any missed calls from people using iMIS (or not) are also recorded allowing you to analyse your members’ customer service experience. Call Lists can be created in iMIS to help your teams increase event organisation, recruitment of new members, fundraising or anything else you choose.
ROI of your call costs can now be achieved by including Call activities within your member engagement.
The Outgoing call page allows you to use an iMIS query to populate lists of contacts that need a call. (e.g. Annual Conferences, Fundraising, Lapsed Members, etc.) As before, all calls are recorded in iMIS and available on the contact profile pages along with a transcript. The installation includes the dashboards, iQA's, Business Objects as well as our cloud services so that from day one, all this valuable engagement data is being brought back to your iMIS.
Connect Call Centre is a self-service, cloud-based contact centre service that makes it easy for you to deliver better membership and customer service at a lower cost.
Connect Systems Global has leveraged Amazon Connect, the same contact centre technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialised skills required.