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Более конкретно, пакеты Xpert® поставляются с готовыми концептуальными словарями, правилами и намерениями для вашего бизнеса.</p>\r\n<p style=\"text-align: justify;\"><strong>Доступные пакеты Xpert® по отраслям: </strong>банковский бизнес, телеком, страхование, путешествия</p>","shortDescription":"Пакеты «Xpert®» поставляются с полностью загруженным интеллектуальным виртуальным агентом, предоставляющим готовое распознавание и понимание всех ключевых концепций для определенного домена и языка.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":16,"sellingCount":20,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Xpert® Packages","keywords":"Xpert, пакеты, страхование, готовыми, концептуальными, поставляются, путешествия, доставку","description":"Суперзаряженные пакеты «Xpert®»\rБлагодаря использованию пакетов Xpert® диалоги для категоризации и самообслуживания для конкретного","og:title":"Xpert® Packages","og:description":"Суперзаряженные пакеты «Xpert®»\rБлагодаря использованию пакетов Xpert® диалоги для категоризации и самообслуживания для конкретного","og:image":"https://old.b4r.io/fileadmin/content/Xpert_Packages.png"},"eventUrl":"","translationId":2623,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. 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Он работает как на физическом, так и на виртуальном оборудовании, обеспечивая масштабируемую систему, отвечающую всем вашим бизнес-требованиям и техническим требованиям.</p>","shortDescription":"omIVR® - это телекоммуникационная способность IVR, позволяющая DiaManT® легко интегрироваться с телефонией предприятия через стандартный протокол SIP","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":3,"sellingCount":1,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omIVR® Контакт Центр","keywords":"речи, omIVR, работает, оборудовании, физическом, виртуальном, масштабируемую, бизнес-требованиям","description":"Функции omIVR®\romIVR® выполняет поток вызовов диалога и вызывает службы deepASR® для речи в текст и omTTS® для синтеза речи, используя","og:title":"omIVR® Контакт Центр","og:description":"Функции omIVR®\romIVR® выполняет поток вызовов диалога и вызывает службы deepASR® для речи в текст и omTTS® для синтеза речи, используя","og:image":"https://old.b4r.io/fileadmin/content/omIVR.png"},"eventUrl":"","translationId":2624,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. 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Просмотрите концептуальное отображение понятий и слов, которые говорят клиенты. Щелкнув ссылку, можно получить развернутую картинку , что сказал клиент.</p>\r\n<ul>\r\n<li>Обнаружение частых терминов, фраз и концепций</li>\r\n<li>Поиск разговоров для конкретных продуктов и действий</li>\r\n<li>Быстрое выявление и принятие мер по коренным причинам</li>\r\n<li>Найти любую комбинацию метаданных, слов и фраз</li>\r\n</ul>","shortDescription":"Визуализируйте Big Data, созданные DiaManT®, чтобы анализировать разговоры клиентов с виртуальным агентом, а также с живыми агентами","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":4,"sellingCount":16,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omAnalytics®","keywords":"слов, клиенты, говорят, фраз, разговоров, конкретных, клиент, сказал","description":"Возможности omAnalytics\rГлубокий анализ разговоров клиентов с DiaManT® и живыми агентами, чтобы обеспечить понимание «что» именно говорят","og:title":"omAnalytics®","og:description":"Возможности omAnalytics\rГлубокий анализ разговоров клиентов с DiaManT® и живыми агентами, чтобы обеспечить понимание «что» именно говорят","og:image":"https://old.b4r.io/fileadmin/content/omAnalytics_03.png"},"eventUrl":"","translationId":2629,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business intelligence (сокращённо BI) — это методы и инструменты для перевода необработанной информации в осмысленную, удобную форму. Эти данные используются для бизнес-анализа. Технологии BI обрабатывают большие объемы неструктурированных данных, чтобы найти стратегические возможности для бизнеса.\r\n\r\nЦель BI — интерпретировать большое количество данных, заостряя внимание лишь на ключевых факторах эффективности, моделируя исход различных вариантов действий, отслеживая результаты принятия решений.\r\n\r\nBI поддерживает множество бизнес-решений — от операционных до стратегических. Основные операционные решения включают в себя позиционирование продукта или цен. Стратегические бизнес-решения включают в себя приоритеты, цели и направления в самом широком смысле. BI наиболее эффективен, когда он объединяет данные, полученные из рынка, на котором работает компания (внешние данные), с данными из источников внутри компании, таких как финансовые и операции с данными (внутренние данные). В сочетании, внешние и внутренние данные дают полную картину бизнеса, которая, создает «интеллект» — быстрое понимание, которое не получить из простого набора данных.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/Business_Intelligence","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/business-analytics.png"},{"id":70,"title":"OLAP - online analytical processing","alias":"olap-online-analytical-processing","description":"OLAP (англ. online analytical processing, аналитическая обработка в реальном времени) — технология обработки данных, заключающаяся в подготовке суммарной (агрегированной) информации на основе больших массивов данных, структурированных по многомерному принципу. Реализации технологии OLAP являются компонентами программных решений класса Business Intelligence.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/OLAP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/OLAP.png"},{"id":76,"title":"CPM - Corporate Performance Management","alias":"cpm-corporate-performance-management","description":"Управление эффективностью деятельности организации (английские термины CPM, BPM, EPM) — это набор управленческих процессов (планирования, организации выполнения, контроля и анализа), которые позволяют бизнесу определить стратегические цели и затем оценивать и управлять деятельностью по достижению поставленных целей при оптимальном использовании имеющихся ресурсов. Это система управления, построенная на принципах управления стоимостью бизнеса.\r\n\r\nУправление эффективностью деятельности' охватывает весь спектр задач в области стратегического, финансового, маркетингового и операционного управления компанией и включает в себя применение таких управленческих технологий, как моделирование стратегии, карты сбалансированных показателей, процессно-ориентированное планирование и функционально-стоимостной анализ, бюджетирование и бизнес-моделирование, консолидированная управленческая отчетность и анализ, мониторинг ключевых показателей деятельности (key performance indicators), связанных со стратегией.\r\n\r\nУправление эффективностью деятельности включает три основных вида деятельности (во всех без исключения областях управления):\r\n\r\nпостановка целей\r\nанализ значений показателей, характеризующих достижение организацией поставленных целей, и\r\nуправляющие воздействия менеджеров по результатам анализа, направленные на улучшение будущей деятельности организации по достижению поставленных целей.\r\nНачиная с 1992 г. на управление эффективностью деятельности очень сильно повлияло развитие концепции Сбалансированной системы показателей. Обычно менеджеры используют сбалансированную систему показателей для того, чтобы цели организации сделать понятными для сотрудников, чтобы определить, как отслеживать достижение целей, и чтобы внедрить механизм, сигнализирующий о необходимости внесения в деятельность организации корректирующих действий. Эти шаги те же, что мы можем видеть в концепции CPM, и как результат, сбалансированная система показателей наиболее часто используется как фундамент системы управления эффективностью в организации.\r\n\r\nИспользуя методы управления эффективностью, собственники стремятся донести стратегию до всех уровней организации, трансформировать стратегию в действия и метрики, измеряющие эти действия, и использовать анализ для поиска причинно-следственных связей, которые, будучи осмысленными, помогают в принятии обоснованных решений.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A3%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D0%B5_%D1%8D%D1%84%D1%84%D0%B5%D0%BA%D1%82%D0%B8%D0%B2%D0%BD%D0%BE%D1%81%D1%82%D1%8C%D1%8E_%D0%BE%D1%80%D0%B3%D0%B0%D0%BD%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/CPM.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. 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Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. 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Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1303,"logoURL":"https://old.b4r.io/fileadmin/user_upload/eGain.png","logo":true,"scheme":false,"title":"eGain CallTrack","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"egain-calltrack","companyTitle":"eGain","companyTypes":["supplier","vendor"],"companyId":4106,"companyAlias":"egain","description":"eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy, profitable, and long-lasting relationships with your customers!\r\n \r\n<span style=\"font-weight: bold;\">Streamline and automate service processes</span>\r\nService process automation is key to driving operating efficiency in your contact center. eGain CallTrack leverages the power of eGain Customer Engagement Hub™ platform (eGain CEH™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.\r\n \r\n<span style=\"font-weight: bold;\">Effectively categorize interactions</span>\r\nCategories and resolution codes are assigned automatically as well as manually. Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.\r\n \r\n<span style=\"font-weight: bold;\">Make agents more productive</span>\r\nAgent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.\r\n \r\nAgents have access to:\r\n\r\n<ul>\r\n<li>Complete customer information, including interactions through other channels</li>\r\n<li>The common knowledge base</li>\r\n<li>Subject matter experts through collaboration tools</li>\r\n<li>Multimedia interaction tools such as chat and web cobrowsing to help customers</li>\r\n<li>Auto-summarization and note-taking facilities</li>\r\n</ul>\r\n\r\n<span style=\"font-weight: bold;\">Resolve issues quickly</span>\r\neGain CallTrack offers the industry’s most comprehensive knowledge management tools for resolving cases:\r\n\r\n<ul>\r\n<li>Agents, across channels, have one-click access to eGain Knowledge Base.</li>\r\n<li>Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine).</li>\r\n<li>Agents can also contribute to the knowledge base.</li>\r\n</ul>\r\n\r\n<span style=\"font-weight: bold;\">Monitor and track every call</span>\r\nPriorities and SLAs are assigned automatically, and alarms are triggered when SLAs are\r\nlikely to be missed. In addition, managers and supervisors can:\r\n\r\n<ul>\r\n<li>Use real-time monitors to oversee queues or agents.</li>\r\n<li>Check the audit trail of interactions to ensure correct handling.</li>\r\n<li>Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.</li>\r\n</ul>\r\n\r\n \r\n<span style=\"font-weight: bold;\">Integrate multichannel customer communications</span>\r\neGain CallTrack is one of the many modular applications in eGain, which helps businesses set up omnichannel customer engagement hubs. Use other eGain products to enable escalations to and from self-service, live chat, email, and social interactions.","shortDescription":"eGain CallTrack™ is a dynamic case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain, the industry’s top-rated customer engagement software suite, which helps businesses transform their traditional call centers into multichannel customer engagement hubs.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":15,"sellingCount":10,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"eGain CallTrack","keywords":"eGain, interactions, through, CallTrack, your, knowledge, contact, Agents","description":"eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? Healthy,","og:title":"eGain CallTrack","og:description":"eGain CallTrack will enable you to provide consistently effective interactions across social, web, contact center, and mobile channels. The result? 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Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. 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A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. 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A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. 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We've designed capabilities to help brands carry meaningful conversations with their customers in one continuous thread, so agents can easily pick up where a conversation left off. <span style=\"text-decoration-line: underline;\">Powerful insights in real-time</span> Offer your customers the best experience possible by instantly capturing their post-resolution feedback. Our integration with Twitter allows brands to analyze Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) data to bring a new dimension of customer data and social ROI to brands. <span style=\"text-decoration-line: underline;\">Highly customizable analytics and customer insights, available on-the-go</span> Our mobile applications allow teams to stay in the know and act fast by easily accessing live trends and insights.","shortDescription":"Lithium Social Media Management is an integrated platform for social media management\r\nLithium Social Media Management combines powerful publishing and response feature sets for marketing and customer service. 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Поставщик в этой модели самостоятельно управляет приложением, предоставляя заказчикам доступ к функциям с клиентских устройств, как правило через мобильное приложение или веб-браузер.\r\n\r\nОсновное преимущество модели SaaS для потребителя услуги состоит в отсутствии затрат, связанных с установкой, обновлением и поддержкой работоспособности оборудования и работающего на нём программного обеспечения.\r\n\r\nВ модели SaaS:\r\n\r\nприложение приспособлено для удаленного использования;\r\nодним приложением пользуется несколько клиентов (приложение коммунально);\r\nоплата взимается либо в виде ежемесячной абонентской платы, либо на основе объёма операций;\r\nтехническая поддержка приложения включена в оплату;\r\nмодернизация и обновление приложения происходит оперативно и прозрачно для клиентов.\r\nКак и во всех формах облачных вычислений, заказчики платят не за владение программным обеспечением как таковым, а за его аренду (то есть за его использование через мобильное приложение или веб-интерфейс). Таким образом, в отличие от классической схемы лицензирования программного обеспечения, заказчик несет сравнительно небольшие периодические затраты, и ему не требуется инвестировать значительные средства в приобретение прикладной программы и необходимых программно-платформенных и аппаратных средств для его развёртывания, а затем поддерживать его работоспособность. Схема периодической оплаты предполагает, что если необходимость в программном обеспечении временно отсутствует, то заказчик может приостановить его использование и заморозить выплаты разработчику.\r\n\r\nС точки зрения разработчика некоторого проприетарного программного обеспечения модель SaaS позволяет эффективно бороться с нелицензионным использованием программного обеспечения, поскольку программное обеспечение как таковое не попадает к конечным заказчикам. 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Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Our people are your people</span> Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.\r\n\r\n\r\n<b>The interface is the place</b>\r\nWhen you can access all relevant data and activity from a single interface, it’s easy for teams to track customer conversations and pick up where they left off. 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Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. 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With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.\r\n\r\n<span style=\"font-weight: bold;\">Text by Zendesk</span>\r\n<ul><li><span style=\"font-weight: bold;\">Skip the small talk.</span> For quick questions and easy updates, start texting with your customers. Text lets agents receive texts, automate alerts, and send proactive messages. Each conversation becomes a ticket — with built-in workflows, reporting, and full customer history. Best of all, there’s no coding or additional software required.</li><li><span style=\"font-weight: bold;\">Keep in touch.</span> Having the right tools is the key to keeping phone support running smoothly. Talk offers flexible IVR, group routing, and real-time queue monitoring to avoid bottlenecks. And with analytics that deliver insight into what’s happening, support teams can continue to provide flexible, powerful support as businesses grow and change.</li><li><span style=\"font-weight: bold;\">Come as you are.</span> Talk is a VoIP system, so setup only takes a few minutes. There’s no need to hire additional technicians, retrain agents, or engage new vendors. The only thing a support team needs to get started is an internet connection, a headset, and ears that are ready to listen.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">The basics</span>\r\n<ul><li><span style=\"font-weight: bold;\">Local and toll-free numbers. </span>Choose a toll free or local number from over 40 countries or port in an existing number.</li><li><span style=\"font-weight: bold;\">Inbound and outbound calling. </span>Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.</li><li><span style=\"font-weight: bold;\">Unlimited concurrent calls.</span> Make and receive unlimited concurrent calls to support multiple conversations with one phone number.</li><li><span style=\"font-weight: bold;\">Voicemail.</span> Allow customers to leave voicemails that create tickets with optional transcriptions. Create custom triggers and workflows for quick follow-up and resolution.</li><li><span style=\"font-weight: bold;\">Customized greetings.</span> Offer branded or localized experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Making and taking calls</span>\r\n<ul><li>Browser-based. Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.</li><li>Forward to phone. Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.</li><li>Automatic ticket creation. Zendesk automatically turns calls and voicemails into tickets for easy record keeping and issue resolution.</li><li>Warm transfer. Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.</li><li>Call control. Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.</li><li>Call recording. Record inbound and outbound calls for easy reference, troubleshooting and QA.</li><li>Caller ID and history. Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Routing and queueing calls</span>\r\n<ul><li>IVR systems. Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.</li><li>Group routing. Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.</li><li>Round-robin routing. Ensure that calls are always routed to an available agent rather than being lost or sent to voicemail and evenly distributed among support team members.</li><li>Call queues. Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voicemail.</li><li>Business hours. Define business hours to let customers know your phone support availability. Calls received outside of business hours are sent to voicemail.</li><li>Callback from queue. Allow customers to request a callback instead of waiting in a queue for a live agent.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Text</span>\r\n<ul><li>Local and toll-free numbers. Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.</li><li>Inbound SMS. Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.</li><li>Inbound MMS. Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.</li><li>Outbound SMS. Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.</li><li>SMS notifications. Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.</li><li>Support workflow. Apply time-saving tools like macros, triggers, and other business automations — so you can scale up your text support easily.</li><li>Views and Reporting. Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Monitoring and Reporting</span>\r\n<ul><li>Real-time dashboards. Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time, and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.</li><li>Advanced analytics. Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.</li><li>Call monitoring and barging. Ensure call quality and train agents – managers may listen or "barge" into ongoing calls between customers and agents.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Reliability and Services</span>\r\n<ul><li>Failover. Failover automatically forwards incoming calls to an alternate number in the unlikely event of a Zendesk outage, ensuring important calls always come through.</li><li>Global Low Latency. Zendesk Talk is built on enterprise-grade technology with Global Low Latency (GLL) architecture and redundant, clustered architecture for enhanced reliability and high availability.</li><li>Talk Usage 99.95% SLA. We back our 99.95% usage SLA with service credits and help teams troubleshoot and prevent outages with monthly diagnostics.</li><li>Twilio infrastructure. Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including WalMart, Coca-Cola, Uber and Salesforce.com.</li></ul>","shortDescription":"Zendesk Talk will support you at every stage of your call center development. When customers get help over the phone, agents can resolve complex issues faster and deliver personalized support. 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Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\n\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\nSource: https://en.wikipedia.org/wiki/Voice_over_IP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/voip_server__1_.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. 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A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. 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Оказания им услуг и ведения складского учета. Отслеживание доходов и расходов. Постановка и контроль задач.\r\n \r\n<span style=\"font-weight: bold;\">Автоматизация</span>\r\nВсе рутинные операции автоматизированы. Отслеживания передвижения товаров, обработка прайсов поставщиков, интеграция с бухгалтерией, службами доставки и взаимодействие с партнерами.\r\n \r\n<span style=\"font-weight: bold;\">Современный подход</span>\r\nРабота в браузере с любого современного устройства и любого уголка мира. Возможность реализации любого пожелания клиента. Шифрование данных и резервное копирование.\r\n \r\n<span style=\"font-weight: bold;\">Какие задачи Астерил решает в Вашем бизнесе </span>\r\n\r\n<ul>\r\n<li>взаимоотношения с клиентами</li>\r\n<li>необходимая аналитика</li>\r\n<li>финансовый учет</li>\r\n<li>продажи</li>\r\n<li>интеграция с другими системами</li>\r\n<li>работа с мобильных устройств</li>\r\n</ul>\r\n\r\n \r\n<span style=\"font-weight: bold;\">6 причин обратиться именно к нам </span>\r\n\r\n<ul>\r\n<li>Отсутствие ежемесячной оплаты, одна цена для любого количества сотрудников</li>\r\n<li>Реализация любых бизнес-процессов, алгоритмов и формул для Вашего бизнеса</li>\r\n<li>100% внедрение</li>\r\n<li>Интеграция с любыми сервисами (E-mail, Viber, WhatsApp, 1C, телефония и т.д.)</li>\r\n<li>За счет наработанного кода сможем предложить хорошую стоимость и проверенные решения</li>\r\n<li>Наши аналитики возьмут на себя большую часть работы по анализу потребностей Вашего бизнеса</li>\r\n</ul>\r\n","shortDescription":"Asteril CRM - простой инструмент для отдела продаж","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":17,"sellingCount":7,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Asteril CRM (Астерил)","keywords":"любого, интеграция, клиентами, Вашего, Астерил, бизнеса, количества, Реализация","description":"Комплексное решение\rВ нашей CRM объединён функционал поиска и взаимодействия с клиентами. 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And everything from dozens of other services.</li>\r\n<li>Never miss a follow-up - Cloze’s learning algorithm knows who is important to you and automatically prompts you when it is time to reach out, so you’ll always be on top of your customers and pipeline.</li>\r\n<li>You're always prepared - Cloze is like having a personal assistant that keeps you on top of your relationships.</li>\r\n<li>Heading into a meeting? Cloze tells you exactly where you left off — with the context from Evernote, email, calls, social, documents and past meetings for every attendee.</li>\r\n</ul>\r\n","shortDescription":"Cloze CRM is a Smarter Relationship Management. The no-work way to see everything about your contacts in one place. 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Insightly can help you capture more leads, no matter where they come from. Scan business cards with our mobile CRM app, add lead capture forms to your website, turn emails into new leads with Gmail and Outlook add-ins, or import new leads from hundreds of other applications with ease.\r\nLead Routing. Insightly tracks the most relevant lead information, including a rich activity timeline of marketing campaign source origin, emails, phone calls, meetings and tasks. Automatically route leads to the right person, in real time, so sales reps follow up on the right leads while they’re still hot.\r\nOpportunity Management. Accelerate the sales process at every step so you can see at a glance the last actions on an opportunity, as well as next steps for moving every deal forward. Send off sales-ready emails from automated templates with just one click. Be alerted when a customer opens or clicks an email – all from within a sales opportunity.\r\nWorkflow Automation. Complex multi-step business processes can be modelled and automated with Insightly workflow automation. Create email alerts for assigned opportunities, create or update records, or generate tasks for others when opportunities are won. You can even execute custom business logic to sync external systems from SAP, Oracle and others. Insightly intelligently works in the background to orchestrate and coordinate your processes so nothing is missed.\r\nSend, Track and Save Emails. Create and send emails from within Insightly in a few clicks, or send out bulk emails to a list of contacts or leads with ease. Insightly tracks email delivery to customers in real-time and notifies you when they are opened, forwarded or clicked. We even monitor open and click statistics for all email templates, so you can choose the best template at a glance for outgoing emails.\r\nBUILD RELATIONSHIPS\r\nComprehensive Contact Management. Access everything you need to know about a lead or customer from a single page. Get a 360 view of a contact’s communications history, key relationships, events and tasks, social profiles, sales opportunities and project involvement. Insightly gives you the complete contact management picture whether you’re in the office or on the go. Our free mobile CRM app puts prospect and customer insights at your fingertips.\r\nDiscover Richer Relationships. Insightly uses a unique relationship graph engine to automatically capture the links between contacts, organizations and the business relationships they share, whenever Gmail or Microsoft emails are saved to Insightly. We extend network connections by linking contacts to sales opportunities, projects, and day-to-day communications. So you can craft more persuasive and personalized pitches… using details directly from customer relationship history.\r\nAutomatically Populate Social Profiles. Insightly can automatically add social profiles and profile pictures from popular social networks when contacts are added to Insightly, giving you more insight into customer and partner interests. From a database of over 500 million social profiles, Insightly can accurately link social profiles to contacts and companies with just an email address or a website.\r\nGmail and Outlook Integration. Our award winning integrations inside Gmail and Outlook mean you don’t need to leave your email client to update your CRM. Create/update contacts, organizations, opportunities and projects. Or assign tasks and attach files, all without having to jump into another app. Boost productivity, schedule emails for sending, and even track email opens and clicks right from Outlook and Gmail.\r\nMobile CRM App. Work from anywhere with our Android and iOS apps. Prepare for meetings by reviewing contact information, social profile connections, past work performed and won deals. Present with confidence knowing which relationships are important to the contacts you’re about to pitch to.\r\nDELIVER PROJECTS\r\nTasks and Events. Coordinate employee, contractor, and partner activity with Insightly’s built-in task and event management features. Create recurring tasks, schedule calendar appointments with leads or contacts, and link them to projects in just one click. Insightly can even sync events with Office 365 or G-Suite for seamless office productivity.\r\nActivity Sets. For repeatable processes in your organization, it’s easy to create a templated set of tasks and events and apply them across multiple projects. Intelligently set dates on tasks and events in an activity set based upon a number of days in the future or past of a specific date. Attach activity sets to pipeline stages so when you advance to the next stage of a pipeline task owners are automatically notified of what needs to be done next. \r\n\r\n","shortDescription":"Insightly is a tool for managing your contacts and related organisations, partners, vendors and suppliers. Insightly has a project management system built right in.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":8,"sellingCount":13,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Insightly CRM","keywords":"Insightly, with, from, emails, contacts, leads, email, tasks","description":"Grow your business faster than ever before by building stronger customer relationships over time, and exceeding expectations every step of the way.\rACCELERATE","og:title":"Insightly CRM","og:description":"Grow your business faster than ever before by building stronger customer relationships over time, and exceeding expectations every step of the way.\rACCELERATE","og:image":"https://old.b4r.io/fileadmin/user_upload/Insightly.png"},"eventUrl":"","translationId":1132,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1135,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Workbooks.png","logo":true,"scheme":false,"title":"WORKSBOOKS.COM","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"worksbookscom","companyTitle":"Workbooks","companyTypes":["supplier","vendor"],"companyId":4036,"companyAlias":"workbooks","description":"<span style=\"font-weight: bold;\">МАРКЕТИНГ</span>\r\n<span style=\"font-weight: bold;\">Управление данными, профилирование и таргетинг</span>\r\nСобирайте бизнес-аналитику на своих целевых счетах / на рынке. Управляйте всеми своими учетными записями / контактами в своем CRM. Нацельте своего «идеального» клиента, основываясь на их профиле.\r\n<span style=\"font-weight: bold;\">E-mail кампании</span>\r\nСегментируйте свою базу данных. Используйте шаблоны для отправки целевых сообщений электронной почты или напрямую интегрируйте их с ведущими поставщиками электронной почты, такими как MailChimp или dotmailer. Получите видимость всех взаимодействий между потенциальными клиентами и клиентами и отслеживайте ключевые показатели (например, открытые и кликовые ставки) против соответствующих маркетинговых кампаний.\r\n<span style=\"font-weight: bold;\">Управление событиями</span>\r\nПланируйте, организуйте и продвигайте живые мероприятия, вебинары или учебные курсы из CRM рабочих книг. Разрешить делегатам самостоятельно регистрироваться и автоматически управлять запланированной связью с контактами.\r\n<span style=\"font-weight: bold;\">Подсчет очков</span>\r\nВыделите критерии, чтобы помочь продажам и маркетингу уделить приоритетное внимание их времени. Распространение ведет к правильным командам для последующего наблюдения. Используйте скоринга, чтобы убедиться, что продажи тратят свое время на сделки, которые, скорее всего, будут конвертированы.\r\n<span style=\"font-weight: bold;\">Аналитика сайтов</span>\r\nПревратите анонимный трафик в продажи, открыв, кто был на вашем сайте и на каких страницах они просматривали. Знание интересов посетителей до звонка поможет повысить эффективность продаж и повысить эффективность маркетинга, отправив наиболее релевантную информацию.\r\n<span style=\"font-weight: bold;\">Управление поставщиками</span>\r\nКак правило, у вас будет множество партнеров, которые предоставляют вам маркетинговые услуги, такие как ведущая покупка, маркетинг по электронной почте, руководство, организация мероприятий, проектирование и печать подрядчиков и т. Д. Отслеживайте и управляйте этими поставщиками в книгах, чтобы соответствующая информация хранилась в одном месте ,\r\n<span style=\"font-weight: bold;\">Отслеживать маркетинговые мероприятия</span>\r\nУправляйте ежедневной рабочей нагрузкой вашей команды и выполняйте все действия, чтобы гарантировать, что основные этапы проекта будут удалены, а кампании будут доставлены вовремя. Задачи и встречи могут быть связаны с конкретными маркетинговыми кампаниями для обеспечения полной видимости.\r\n<span style=\"font-weight: bold;\">Телемаркетинговые кампании</span>\r\nДанные могут быть сегментированы и добавлены в маркетинговые кампании, чтобы команды Telemarketing могли сосредоточиться на доставке целевых сообщений. Отслеживайте прогресс и обзор производительности легко и эффективно.\r\n<span style=\"font-weight: bold;\">Маркетинговые показатели</span>\r\nЗахватите ключевую информацию, такую как рентабельность инвестиций в кампанию, ведущие объемы по источникам, конвертирование свинца. Используйте панели мониторинга и отчеты, чтобы обеспечить вам информацию в реальном времени на кончиках ваших пальцев, а не проводить время вручную, обновляя устаревшие электронные таблицы.\r\n<span style=\"font-weight: bold;\">Управление заказами</span>\r\nУправляйте своими маркетинговыми расходами более эффективно. Поднять заказы на поставку и отслеживать расходы на маркетинг товаров или услуг, которые вы покупаете. Легко идентифицировать текущее состояние Заказов Поставщика и их одобрение / оплату / доставку.\r\n<span style=\"font-weight: bold;\">ПРОДАЖИ</span>\r\n<span style=\"font-weight: bold;\">Управление контактами и профилирование профилей</span>\r\nИспользуйте каждое взаимодействие с перспективой дальнейшего развития вашей бизнес-аналитики. Захватите знания, сопоставьте отношения и сегментируйте свои данные, чтобы улучшить поиски сбыта. Синхронизируйте все с Outlook, Microsoft Exchange / Office 365 или Google Apps.\r\n<span style=\"font-weight: bold;\">Управление возможностями</span>\r\nУправляйте возможностями продаж, улучшайте скорость разговоров, управляйте лучшей практикой в своей команде продаж и увеличивайте доходы. Если система CRM подрывает ваше сбытовое исполнение, вы можете убедиться, что ваши продавцы разделяют общую методологию, понимают, где их перспективы находятся в процессе продаж, и эффективно решают свои потребности - в конечном счете, увеличивают показатели закрытия.\r\n<span style=\"font-weight: bold;\">Показатели эффективности продаж</span>\r\nСоздавайте отчеты и панели мониторинга, которые дают вам представление о вашем конвейере продаж и производительности. Понимая свою эффективность продаж, вы можете улучшить выполнение, увеличить коэффициент конверсии и увеличить свои доходы.\r\n<span style=\"font-weight: bold;\">Отслеживание торговых операций</span>\r\nЗаписывайте продажи, чтобы гарантировать, что Возможности продвинулись эффективно, и никаких вызовов не упускают из виду. Проанализируйте, какие виды деятельности являются наиболее продуктивными и воспроизводят их как примеры лучшей практики для всей команды.\r\n<span style=\"font-weight: bold;\">Прогноз продаж</span>\r\nОбеспечьте эффективный прогноз эффективности продаж. Определите свой «лучший случай» и «совершить». Определите, насколько вероятно, что эти сделки будут закрыты, и если ваша команда может поразить цель. Создавайте отчеты и панели мониторинга, чтобы обеспечить видимость в режиме реального времени для групп продаж и менеджеров.\r\n<span style=\"font-weight: bold;\">Управление существующим аккаунтом</span>\r\nУправляйте своими клиентами более эффективно, используя данные, хранящиеся в вашем CRM. Понимайте свой ландшафт клиентов, улучшайте ставки удержания, продавайте в рамках аккаунта. Улучшите обслуживание клиентов.\r\n<span style=\"font-weight: bold;\">Создание и обработка заказов</span>\r\nСоздавайте и управляйте заказами в своем CRM. Поверните кавычки в заказы одним щелчком мыши и отслеживайте статус заказов по мере их выполнения и выставления счетов.","shortDescription":"CRM объединяет ваши команды по продажам, маркетингу и обслуживанию клиентов.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":1,"sellingCount":17,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"WORKSBOOKS.COM","keywords":"продаж, чтобы, Управление, Управляйте, эффективно, кампании, которые, будут","description":"МАРКЕТИНГ\rУправление данными, профилирование и таргетинг\rСобирайте бизнес-аналитику на своих целевых счетах / на рынке. Управляйте всеми своими учетными","og:title":"WORKSBOOKS.COM","og:description":"МАРКЕТИНГ\rУправление данными, профилирование и таргетинг\rСобирайте бизнес-аналитику на своих целевых счетах / на рынке. Управляйте всеми своими учетными","og:image":"https://old.b4r.io/fileadmin/user_upload/Workbooks.png"},"eventUrl":"","translationId":2646,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1136,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Workbooks.png","logo":true,"scheme":false,"title":"Workbooks.com","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"workbookscom","companyTitle":"Workbooks","companyTypes":["supplier","vendor"],"companyId":4036,"companyAlias":"workbooks","description":"<span style=\"font-weight: 700; \">Workbooks CRM helps you run campaigns and generate more quality leads. </span>\r\nWe give you the tools you need to execute your marketing strategy and measure ROI.\r\nFeatures to support Marketing Success\r\nData Management, Profiling & Targeting\r\nGather business intelligence on your target accounts/market. Manage all your accounts/contacts within your CRM. Target your ‘ideal’ customer, based on their profile. \r\n<span style=\"font-weight: 700; \">Email Campaigns</span>\r\nSegment your database. Use templates to send targeted email messages or integrate directly with leading email marketing providers such as MailChimp or dotmailer. Gain visibility of all prospect/customer interaction and track key metrics (such as open and click rates) against relevant marketing campaigns.\r\n<span style=\"font-weight: 700; \">Event Management</span>\r\nPlan, organise and promote live events, webinars or training courses from within Workbooks CRM. Allow delegates to self-register and automatically manage scheduled communication to contacts. \r\n<span style=\"font-weight: 700; \">Lead Scoring</span>\r\nAllocate criteria to help sales and marketing prioritise their time. Distribute leads to the right teams for follow-up. Use scoring to ensure sales spend their time following-up on the deals most likely to convert.\r\n<span style=\"font-weight: 700; \">Website Analytics</span>\r\nTurn anonymous traffic into sales by discovering who was on your website and what pages they viewed. Knowing visitor interests prior to a call will help sales conversion rates and marketing can nurture more effectively by sending the most relevant information.\r\n<span style=\"font-weight: 700; \">Supplier Management</span>\r\nTypically you will have a multitude of partners who provide you with marketing services such as lead purchase, email marketing, lead nurturing, event management, design & print contractors etc. Track and manage these suppliers in Workbooks so the relevant information is stored in one place.\r\n<span style=\"font-weight: 700; \">Track Marketing Activities</span>\r\nManage your/your team's day-to-day workload and keep on top of outstanding actions to ensure project milestones are hit and campaigns are delivered on time. Tasks and Meetings can be associated with specific marketing campaigns to provide full visibility.\r\n<span style=\"font-weight: 700; \">Telemarketing Campaigns</span>\r\nData can be segmented and added to Marketing Campaigns to enable Telemarketing teams to focus on delivering targeted messaging. Track progress and review performance easily and effectively.\r\n<span style=\"font-weight: 700; \">Lead Management</span>\r\nIdentify your most profitable lead channels by tracking the source of your leads. Automatically assign leads to Marketing Campaigns. Categorise your leads and harvest relevant contact information in one place to help you convert more prospects into sales.\r\n<span style=\"font-weight: 700; \">Website Lead Capture</span>\r\nAutomatically capture leads from your website, assign them to queues/campaigns and notify your sales team members.\r\n<span style=\"font-weight: 700; \">Marketing Metrics</span>\r\nCapture key information such as campaign ROI, lead volumes by source, lead conversion. Use Dashboards and Reports to ensure you have real-time information at your fingertips rather than spending time manually updating outdated spreadsheets.\r\n<span style=\"font-weight: 700; \">POs Management</span>\r\nManage your marketing expenditure more effectively. Raise Purchase Orders and track marketing expenditure for goods or services you are purchasing. Easily identify the current status of Supplier Orders and whether they have been approved/paid/delivered.\r\nWorkbooks CRM enables you to work more effectively, to better identify opportunities, close more deals and grow revenue.\r\n<span style=\"font-weight: 700; \">Features to support Sales Success</span>\r\n<span style=\"font-weight: 700; \">Contact Management & Prospect Profiling</span>\r\nUse every interaction with a prospect to further your business intelligence. Capture knowledge, map relationships and segment your data to improve sales prospecting. Sync everything with Outlook, Microsoft Exchange/Office 365 or Google Apps.\r\n<span style=\"font-weight: 700; \">Opportunity Management</span>\r\nManage sales opportunities, improve conversation rates, drive best practice across your sales team and grow revenue. With a CRM system undermining your sales execution, you can ensure that your Sales people share a common methodology, understand where their prospects are in the sales process and address their needs effectively - ultimately increasing closure rates.\r\n<span style=\"font-weight: 700; \">Sales Performance Metrics</span>\r\nGenerate Reports and Dashboards that give you insight into your sales pipeline and performance. By understanding your sales performance you can improve execution, increase conversion rates and grow your revenues.\r\n<span style=\"font-weight: 700; \">Quotations</span>\r\nBuild professional looking quotations in a matter of minutes. Standardise terms and conditions, control discounting and ensure quotations are followed-up effectively.\r\n<span style=\"font-weight: 700; \">Tracking Sales Activities</span>\r\nRecord Sales Activities to ensure that Opportunities are progressed effectively and no calls are overlooked. Analyse which activities are the most productive and replicate these as best-practice examples for the whole team.\r\n<span style=\"font-weight: 700; \">Sales Forecasting</span>\r\nEnable your sales people to forecast effectively. Identify your ‘best case’ and ‘commit’. Determine how likely those deals are to close and if your team is likely to hit target. Generate Reports and Dashboards to provide real-time visibility to sales teams and managers.\r\n<span style=\"font-weight: 700; \">Existing Account Management</span>\r\nManage your customers more effectively by using the data held in your CRM. Understand your customer landscape, improve retention rates, up-sell within an account. Improve your customer service.\r\n<span style=\"font-weight: 700; \">Order Creation & Processing</span>\r\nCreate and manage orders within your CRM. 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Customer Relationship Management) — прикладное программное обеспечение для организаций, предназначенное для автоматизации стратегий взаимодействия с заказчиками (клиентами), в частности для повышения уровня продаж, оптимизации маркетинга и улучшения обслуживания клиентов путём сохранения информации о клиентах и истории взаимоотношений с ними, установления и улучшения бизнес-процессов и последующего анализа результатов.\r\n\r\nCRM — модель взаимодействия, основанная на постулате, что центром всей философии бизнеса является клиент, а главными направлениями деятельности компании являются меры по обеспечению эффективного маркетинга, продаж и обслуживания клиентов. Поддержка этих бизнес-целей включает сбор, хранение и анализ информации о потребителях, поставщиках, партнёрах, а также о внутренних процессах компании. 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