Project Details
CDM (Contact Data Manager) - Fully blended Contact Centre solution that combines multi-channel interactions Email, Phone, Txt and chat into a single uniform platform enabling users to operate effectively in a modern web UI.
CDM delivers a unified UI that brings together core functionality as well as aggregating existing business systems so that the majority of a users day can be spent in one platform, launching into background systems only when required to complete complex processes.
Released in 2007, CDM has continued to deliver and perform without interuption both in New Zealand (2007 NZME) and South Africa (2011 IOL). A tailored support and maintenance package ensures the solution continues to run and scale smoothly and securely – CDM has been successfully performing for 15 years and counting.- Role: Design, Build, Maintain
- Client: NZME. New Zealand Media and Entertainment
- Client: IOL. South Africa - Independent Online
Feature Highlights
Customer View
360 view of customers and their subscriptions, transaction activity and call history. One click look ups that launch disparate legacy systems that come to the foreground already focussed on the customer - no wasted time re searching.
Phone and web Chat
Through a custom integration to the Genesys Cloud solution users are able to take and make calls and web chats.
Outlook exchange integration for a full in web app email processing experience. Supports automated replies and templates for faster processing of more complex email enquiries. Blended queue mode through Genesys Cloud allows users to operate in a fully blended environment.
Txt Messaging
In and out bound txt messaging work flows automate responses and alerts - users can focus on the task at hand while CDM handles any txt flows that are created as part of just doing their job.
Telemarketing
Outbound marketing queue management - create campaigns comprised of various streams, targets are presented from queues based on priority and attempt count. Queues support manual loading as well automated data feeds.
Legacy Systems
Custom integrations to legacy platforms allow for users to operate in a current web based UI while still complying with existing processes and core business functions.
Integrations
- Genesys Cloud
- MS Outlook Exchange
- Bulletin
- JDE
- Audience