Not your average CRM
Can your existing CRM change as fast as your business needs do? Does it help your frontline team improve Customer Experience, or does it just get in the way?
ContactSuite puts the power of great CX back in your hands.
The ContactSuite Difference
ContactSuite was originally created to meet the demanding needs of New Zealand’s largest privately owned outsource contact centre services provider and it’s enterprise and government clients. Known for its ability to create rapid solutions to complex problems, the organisation’s “secret sauce” is now available to all. We can’t wait to see how it changes your world.
Contacts Database
The heart of ContactSuite is your contacts database. Individuals, businesses or places; ContactSuite’s flexible parent/child architecture allows you to organise your contacts your way.
Customisable Contact Form
Streamline your data entry by presenting your frontline with only what is needed, when it’s needed. Use simple condition-action statements to provide simple paths to complex processes.
Ticketing and Workflow
A fully featured workflow capability allows for case management and multistage workflow between users and automated processes.
Campaign Management
Build outbound campaigns to get in touch with your customers. Import contacts or use the ones you already have in your Contacts Database .
Track your Time
User timesheet capability allows you to accurately keep track of the time that you and your users spend across multiple campaigns and account.
Web and API Integration
Join forces with other tools without leaving the familiar ContactSuite contact form using iframe embeds and API integration to 3rd party systems
Contact Management
Track your interactions.
In the age of hyper-personalised service, having accurate information to hand about your customers is vital. ContactSuite keeps a history of every interaction with your customer and makes it easy to see who did what, and when.
Knowledge Management
The right answer, every time.
SenseIQ’s intuitive knowledge base empowers your contact centre team to
exceed customer expectations – every contact, every call.
Comprehensive management of articles, decision trees, scripts and Q&A sets, SenseIQ harnesses the full knowledge of your organisation to provide the right answer, every time, and with Smart Import, it’s easier than ever to get existing knowledge loaded.
Timesheet Management
Time is money.
Manage your staff intelligently. ContactSuite’s timesheet functionality will not only track the working hours of your team, but will also track what they are working on. This functionality will allow you to charge out time correctly, or simply analyse where effort and time is spent in order to improve efficiency and streamline your business.
Integration
Work. Together.
Frontline efficiency and customer experience can be challenged when your team have to work with data in multiple systems. Using ContactSuite, it’s easy to keep everyone on the same page using the External Data Lookup (EDL) function to retrieve data from external systems and databases. ContactSuite’s powerful condition/action rules can also push data to 3rd party APIs
Case Management
Stay on the case.
For service oriented businesses, ContactSuite’s flexible case management system provides powerful ticket and workflow management capabilities; grouping interactions and tracking SLAs.
More of a sales business? No problem! our case management view also doubles as a capable sales pipeline tool, allowing your entire team to keep track of leads and opportunities.
Omnichannel Integration
Now you’re talking.
The power of ContactSuite’s easy-to-use and streamlined workflow is multiplied when you connect it with your omnichannel contact centre system.
ContactSuite already supports a number of contact centre and telephony systems and more are being added frequently, including native integration with Amazon Connect (currently in beta.)