Contexta 360 CONNECT
Mind the gap!
If the customer is on the phone to you, it probably matters.
’Ensuring your business most critical channel is digitalized and the content discussed recorded in the system of record as intended’
Transform your CRM
The ‘system of record’ ie your CRM, ERP, OSS platform you use to capture and store the content of the call detailing the customer situation, whether sales, service or support has an analogue interface for non IVR voice calls…The human being.
Contexta 360 Connect assists automated, digitize and check that the data inputted into your system of record in a live call was indeed what was said and requested by the client. Why does this matter? Well imagine the 50th call for the same issue in a single day. The agent may not be as diligent in completing the full transcript of the call the 50th time vs the first. We help in two areas, first with CRM-inject™ capability where we can take some of the legwork out of the journey, and second with CRM-Delta™ giving a management dashboard showing transactions where there is a perceived difference between what was said on the call and what was recorded in the system of record.