Unified Workstation

Complete Customer Experience Management for CSRs

Unified Workstation directly integrates with Customer, Order, Quote and Inventory Management, among others, to provide a single Call Centre Desktop solution.

Business Challenge

  • Multiple B/OSS systems and channels, managed by different and disparate systems – lack a unified view to make key real-time, immediate business decisions and recommendations
  • Ineffective CSP business decision-making and services visibility – slow delivery, poor customer impression and lack brand loyalty

Overview and Benefits

  • A complete Customer Lifecycle Management (CLM) workstation that provides integrated customer information from inception to retirement, paired with real-time intelligence to make immediate business decisions and up-sell / cross-sell recommendations.
  • Flexible, highly robust, product designed to drastically improve CSR performance, customer engagement, and loyalty.
  • Increase CSR customer response and significantly improve CSR training time – from months to days.
  • Rapid configuration-based integration – access, capture, organize, and optimize information, with complete control over the customer experience.

Powerful web-based customer self-management

Intelligent customer information tied to services

Determine, analyze, grow and drive customer subscriptions

Complete customer experience management for CSRs

Read more about ConceptWave Rapid CRM and ConceptWave Order Care® portfolios of products.