Coupledwith the ICMS Interaction Centeror IAC ,the ICMS QLogix is a powerful CRM application ideal for inbound and outbound contact centers and corporate helpdesks. Agents using QLogix can professionally engage each contact using Call Scripts and accurately dispose of responses according to designated rules in the business process. The application can be configured for inbound, outbound or blended inbound and outbound campaign scenarios. Team leaders and supervisors can set campaign groups and select team members with the appropriate skills to run important call engagements such as short-fused, up-selling campaign or a follow-up activity.
Manage Multiple Contacts
QLogix is an ideal solution for contact centers and marketing groups dealing with multiple contacts and campaign types. QLogix offers a contact management interface that enables managers to target customers according to a specific demographic profile using a sophisticated filtering function. Nested filters can be applied so that a more granular targeting can be applied to the contact list.
Whether you are managing a leads list of hundreds or even thousands of contacts, QLogix is designed to adapt to the either business-to-business (B2B) contacts or business-to-consumer (B2C) contacts.
Run Multi-Channel Campaign Activities
With QLogix and IAC, you can run sophisticated multi-phased activities using voice, email, fax, IM and SMS. For example, if you want to introduce a new product to the market you might setup an email blast to inform targeted customers of the new offering. In the introductory phase, you use email addresses as the channel of communications to reach customers. Then in the follow-up phase you can run an outbound voice campaign to check if customers received the email and gather initial responses. As you narrow down interested customers, you can send a fax quotation to formalize your offer but do this in an automated fashion by lifting contacts from the database of qualified customers. Then after customers have bought your products you can use IM and SMS as channels for support and inquiries. You don't need to build expensive IT infrastructure as all these technologies are supported within the ICMS platform.
Monitor Cases and Trouble Tickets
Using the ICMS QLogix inbound support module you can open cases and issue trouble tickets to either internal or external customers. This solution is ideal for technical support teams assigned to receive technical inquiries and solve problems related to either a product or a service. Escalation procedures are built-in and can be modified depending on your organization's policies. A solution center offers updated solutions based on the responses of the escalation team. All threads, activities and interactions are logged within the QLogix database automatically.
Document Responses and Threads from Customers
To keep track of the progress of each account, QLogix incorporates various way of logging customer responses. While on call, agents can quickly decide how to deal with positive, negative and neutral responses by selecting pre-defined response statements called call dispositions. With QLogix, agents won't miss an instruction from customers because of active threads - a universal panel that documents customer instructions and comments as well as agent comments and notations.
Organize Leads
Leads are equally distributed per agent and are tagged appropriately for follow-up purposes. The ICMS QLogix is designed to simplify the process of organizing and maintaining leads and opportunity lists by separating high and low probables from the neutrals, inactives and the negatives. Using this convention, you can identify and initiate high and low priority follow-up campaigns based on the status of each list.
Manage Live Interactions
One of the unique features of QLogix is the agent status bar which actively reports a special condition or status to the team leaders and supervisors. Agents that are handling irate calls may flag their team leaders of the status of the call by simply pressing the "irate call flag". To announce a troubled account to the retention team, a "saves alert" can be issued. For sales campaigns that employ "closers", agents conducting trial-closes may refer the account to the closer team for final negotiation by pressing the "deal closing button". Using these unique conventions, agents and supervisors can help each other maintain acceptable satisfaction levels that will help promote your center. Proactively managing live interactions as opposed to just receiving calls or responses is what sets QLogix apart from the other CRM solutions.
Shows graphs of Agent, Team and Campaign Status.
Lead Management.
Script Management.
Break Management.
Records the time logged in and out of the system which can be used in monitoring attendance.
Generates Reports based on statistical requirements.
Built-in Calendar for personal and campaign related appointments.
Creates Campaign and defines phases and activities to be made.
Manages documents to be sent.
Built-in World Clock and can be set to Pacific, Mountain, Central and Eastern time.
Alert buttons for supervisors to have a heads-up of an incoming escalated call.
Contact Management
