• Email: extraction of real-time data, perform one-to-one marketing, quick response to high volume customer e-mails.

• Web based Reporting: real-time operational & marketing reports.

• Cyber Survey: e-mail & web-based research survey capabilities.

• Multi media contact capability: wide range of contacts via different media such as Interactive Text Chat, Call Back, VoIP.

• Virtual Office: which allows virtual online sales and customer service representatives to Dynamically interact real time and/or through natural dialogues for e-commerce and customer support.

• Collect data from customers as the virtual interaction progresses.

• Target information in consistent manner on 24x7 basis.

• Self Service: enables customers to get their own answers through web-enablement, knowledge base & FAQs.

The Global Team Network’s Integrated Contact Center synchronizes all customer contacts for a single view of the customer. It also enhances customer satisfaction by giving customers a choice of contact methods, from well-trained human touch to sophisticated high technology, without sacrificing service.

Global Team Network Contact Center uses the following Hardware and Software products:-

Hardware

• Nortel Passport 4480 A multi Service Edge Switch with base system software. This transports enterprise LAN, Legacy Data, Telephony & Video traffic.

• Nortel Meridian161C Communication system with system Software “Release 25'.This provides voice features, data connectivity, LAN communication, CTI, ACD, etc.

• IBM/DELL workstations.

• CISCO/AT&T LAN products.

• IBM Data Storage products.

Software

• CRM Solutions : Global Team Network Contact Center solution is powered by Encompass from Cincom. This is a robust Contact center solution with inbuilt state of the art functionality.

• PowerGuide™ helps to standardize the selling approach through scripting and branching functionality.

• Workflow Framework™ helps to distribute information quickly throughout your organization to initiate the order fulfillment process.

• OpenWeb™ provides integration between your Web page and the Contact center.

• OpenWeb™ provides integration between your Web page and the Contact center.

• IVR™ provides integration between the IVR and the agent desktop application.

• Telesales/Teleservice™ allows agents to view both product and service information online and predefined product/service cross-sell and up-sell opportunities.

• Customer Sales Product Configuration gives you a knowledge-based engine to capture information about customer buying habits and product needs to more intelligently cross-sell and up-sell additional products and services.

• Campaign Plus™ helps Contact center administrators to build and manage targeted outbound calling lists.

• Predictive™ promotes high customer contact penetration by screening out busy signals, no answers, and answering machines.

• Customer Retention Document Correspondence and Archiving enables your Contact centers to create personalized correspondence, scan, archive, and retrieve important customer documents and correspondence.

• Document annotation and modification enables agents to note changes on documents. Access to customer documents helps your Contact center agents to better understand your customers and promote customer.

• Integration Global Team Network Contact Center can integrate with back office applications and provides the following functionality retention.
      

• Manage session login & logoff.

• Execute and manage transactions.

• Read & write information to back office application screens.

• Request information from predefined fields.

• Manipulate keystrokes remotely.

• Monitor the user's current session