Interaction Center Implementation

Our “platinum” level consultants are SAP Certified and have been working with the Interaction Center since the first days of the Win Client in R/3 through to the most recent version of the IC Web Client in CRM 7.0. We can help you align Marketing, Sales, and Service objectives within the contact center.

Define and Implement IC Management Strategy

Agent Processes

• Interactive Scripting
• Surveys and Questionnaires
• Intent-Driven Interaction
• Knowledge Management
• Planned Activities and Call Lists

Manager Processes

• Call List/Planned Activities Management
• Management of E-Mail Response Management System (ERMS)
• SLA Management
• Email Template Management
• Categorization
• Process Configuration
• Reports (Interactive and BI)
• Broadcast Messaging
• Alerts
• Manager Dashboard
• Org Management
• Workforce Management

Define and Implement Multi-Channel Communications Strategy

• Computer Telephony Integration for Voice Channel
• Email Response Management System (ERMS)
• Chat
• Presence
• Call Flows / IVR
• Routing and Categorization
• Screen Pop and Transfer
• Inbound, Outbound, and Blended

Define and implement IC Marketing Strategy

• Customer segmentation
• Campaign/Promotion Management and Automation
• Lead Creation and Qualification
• Product Proposals
• Marketing Analytics

Define and Implement IC Sales Strategy

• Opportunity to Order process
• Order to Cash process
• Account and Contact Management
• Activity and Contact Management
• Opportunity Management
• Quotation Management
• Order Management
• Contract Management
• Cross-sell / Up-sell / Top-n Products
• Product Search and Product Catalog integration
• Configurable Products and Product Proposals
• Sales Analytics

Define and Implement IC Service Strategy

It has been said that the real costs of obtaining a new customer versus retaining a current one can vary from 2-1 all the way to 20-1, depending on the circumstances.
Covington Creative can help you keep your service “edge” and thus keep your customers

• Resource Planner / Workforce Management
• IT Infrastructure Library model (ITIL)
• Shared Service Center
• Installation Management
• Knowledge Management / Solution Management
• Service Request, Service Order
• Service Contract Management
• Complaints and Returns Management
• Case Management
• Workflow and Escalation Management
• Service Planning
• Service Analytics