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Sporting a plethora of new modules and new functionality, Amdocs ClarifyCRM Release 12 is designed to be "an end-to-end system that will help companies develop customer loyalty," says Peter Hurst, vice president of marketing. Release 12 includes the Java-based Customer Interaction Manager (CIM) with a Web-based user interface that allows contact center agents to work in one screen most of the time. The interface is designed to minimize key strokes, and eye and cursor movement.
The CIM sits as a front end to all of the processes that feed into it, without the agent having to be an expert in all of them, and aims "to present content-drive, actionable data" to the agents as they need it, Hurst says. "The agents don't need to see the complexity, they just need access to the right tools." The CIM is designed to reduce training time and call duration and thus drive costs out of the process, which is especially important because "the contact center is becoming the cockpit of customer relations." he says.
Release 12 also features Order Manager, an ordering system; Billing Manager, which with one click moves the relevant customer information to the appropriate new screen; and Opportunity Advisor, to advise agents on cross-sell and upsell opportunities that should also maximize customer satisfaction. The new release includes enhanced predictive analytics, built-in advanced scripting that is contact sensitive, and integration tools from Amdoc's acquisition of the Xchange portfolio. www.amdocs.com
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