Industries
Travel & Leisure Solution
API Unified Message Center (UMC)
The UMC is designed to take a process-centric approach to data handling in the customer care environment.
Traditional call centre elements like ACD IVR use some basic call-handling workflows. Adding a CRM with a CTI and some integration with customer data is possible. The API UMC has taken this approach a stage further. We have developed a central business process management engine that integrates call flows through fixed-line and wireless devices, email and web. Working together and integrated with the existing system, customers can access to a range of self-service on-demand features.
The UMC has immediate and quantifiable benefits:
- Reduced call center congestion
The UMC allows the marketing team to construct campaigns with customer call-to-action through SMS or web as an alternative to voice only. - Improved segmentation and Lead Management
Integrating outbound telemarketing call flow across communication channels creates opportunities to reach customers based on time-of-day activities or location activities in event management. Online customers can pass product information requests directly through to a call centre agent or get real time status information through SMS request & response services.
No CRM, No Problem
Using the UMC process management engine to construct marketing campaigns gives you total flexibility without the straightjacket approach offered in many so called out-of-the-box CRM solutions. The idea of paying for CRM processes that you actually need is very appealing.
The illustration above shows a typical champaign process developed and executed in the UMC.
