Product/Service

Astute PowerCenter™

Source: Astute Solutions

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Customer care organizations are responsible for gathering consumer feedback, whether received by email, fax, phone or letter. Once collected, meaningful reports need to be generated for use by other departments in your organization. Success in today's market depends on this crucial information, and call centers depend on flexible tools to get the job done. PowerCenter is a consumer response database and tracking system that tracks, logs, and responds to inbound inquiries, comments and complaints while providing online access to product, company, and customer information.

Customer care organizations are responsible for gathering consumer feedback, whether received by email, fax, phone or letter. Once collected, meaningful reports need to be generated for use by other departments in your organization. Success in today's market depends on this crucial information, and call centers depend on flexible tools to get the job done. PowerCenter is a consumer response database and tracking system that tracks, logs, and responds to inbound inquiries, comments and complaints while providing online access to product, company, and customer information.

Benefits:
  • PowerCenter provides Customer Service Representatives (CSRs) instant access and detailed information about specific products, services, and policies
  • PowerCenter works with a street-level and zip/postal code database to clean, verify, and assist in entering customer addresses
  • PowerCenter supports free-form email, formatted email, and web-based transactions for online customer inquiries
  • Inbound fax and email communications can be stored as part of an electronic case file
  • PowerCenter integrates with your existing telephony system to provide such useful features as user prompts and screen pop-ups to enable call center agents to view customer history or other important information even before the call is accepted. This is easily accomplished through the use of an Interactive Voice Response System (IVR), existing internal and external databases (FOR EXAMPLE: White Pages Lookup Functionality) and PowerCenter