Customer identification through ICR Evolution has been a big win for Grupo NEXT. If the customer’s pone number is registered in the database, the system will automatically bring up the customer history information. If the number isn’t recognized, a different window pops up for the agent to perform a search with a different parameter. If the caller is eventually identified as an existign customer, contact details ban be updated and if not, the agent will be able to create a new customer.
Grupo NEXT has just moved on to integrating the ICR software with it corporate CRM system so that all the activity that goes on in the contact center can be reflected in their main business tool, giving them more control over customer experience throughout their journey.