Multi-Channel Customer Relation Management

Multi-channel client relations are the focus of your business

Call centres, interactive voice servers, websites, electronic message or SMS systems: these medias are at the heart of your multi-channel client relations.
All unavailability or disruption in their performance has an immediate and measurable impact on client satisfaction and your company’s business.
Customer satisfaction – CRM – GRC - CTI – Intelligent network – Insdustry-specific scenario – SLA – Hot line waiting time
If these questions are yours, Witbe can help you get answers
Do all calls reach the call centre?
Is the call centre waiting time acceptable?
Are the overflow processes fully operational?
Is the CRM application always available and performing?
Does the telephone quality allow for clients to use your helpline with no problems?
Is the client route through the interactive voice server or the website at best in terms of availability, navigation speed and consistency?
Does information sent by SMS reach its destination quickly enough?
Do client emails always reach their recipients in your company? How long does it take for responses to be sent from your company?
How is your competition doing on these points?

 

Case Studies
Discover how BNP Paribas manages its customer relationship with Witbe
Journal du net
Functionalities

 

Relation multi canal

 

Related products
Witbe Engine
Witbe Portal
IVR-Call Centres robot
Applications robot
VoIP robot

Contact us >>

+33 147 677 777

Witbe, your partner for service level management and client satisfaction monitoring

Witbe works with you everyday to manage quality and client relation service level:

 

Evaluates your users’ perception by continuously measuring end-to-end service delivered across multi-channel user scenarios.

 

Alerts in case of disruption or unavailability of service to avoid incidents and minimize any impact on clients.

 

Service, supplier or technology benchmarks to accompany change management

Following end-to-end commitments (SLA and OLA) with establishment of limits of responsibilities.

Report formats and functions adapted to your needs

The Witbe experience in terms of measurement of end-to-end service delivered and indicator display enables your enterprise to automatically arrange dashboards in a manner relating to your industry:

 

Ergonomic and aesthetic

 

Powerful: able to present and correlate quality of service and usage data

 

Adapted to everyone’s needs: supervision, analysis or reporting

 

Data published wherever and however you wish: web portal, widget, sms, email, RSS flux, snmp trap etc

Integratable to your company’s supervision environment or data mining

 

 
© 2000-2008 Witbe - All rights reserved