Customer churn rates will increase by another 10 to 15 points from the current 25 to 35 per cent. Organisations will have to manage their customers, partners, suppliers, and dealers proactively and profitably. Call Centres Call Centres are key customer touch-point. All companies would like to enable a single, unified view of the customer. To unify the fragmented enterprise in a way that enables convergence of systems, people and processes.
Companies can turn their call centres into profit centres through systems integration in two areas.
By providing a convergent unified view of all enterprise information on the desktop of the call centre agent. And by extending this unified enterprise information platform to the customers, dealers, suppliers and other agencies to re-engineer business processes. This information can be used across the customer management chain. Flow-through execution of business processes ensures they are executed faster and better. Thus leading to lower costs and happier customers.