According to Joan Coady, process improvement specialist, Customer Service, CDS Global, Inc., the company evaluated five CRM solutions based on a very specific set of criteria. The primary objective was to find a solution that could address the unique nature of the CDS Global call center environment. “Upselling during an inbound call is difficult enough when the CSR only has to know the offers of one company,” she explains. “Because our call center employees take calls for more than 250 clients with more than 3,000 active offers, the new solution had to automate the process so our CSRs could focus most of their attention on the caller’s initial request.” In addition, CDS Global needed a solution that would be easy to use and could deliver functionality to measure the effectiveness of the offers its employees were making.
“We chose Infor CRM Epiphany Interaction Advisor because it was the only solution that delivered the business-specific functionality we needed,” Francisco says. “The solutions from other vendors were very large packages that would have required CDS Global to purchase a lot of capabilities we didn’t need.”
For CDS Global, Infor CRM Epiphany Interactive Advisor is being used to create real-time customer profiles based on historical, personal, and contextual data. Using a combination of real-time analytics and business rules, the data is analyzed to identify the highest-impact offers in real time so that the CSR can make an attractive offer during the call.