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Contacts as event participants and their status at the event, check list for the event, document management through SharePoint</li>\r\n<li>Training Management with courses and participants, reuse data you previously created</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Microsoft add-on products for marketing</span>\r\n<ul>\r\n<li>With Microsoft Social Listening you have the possibility to capture activities on social media, arrange searches based on key words and visualize in nice dashboards with graphs and lists</li>\r\n<li>Dynamics Marketing gives you the possibility to take care of digital marketing, like newsletters and leads generation, with automation if you like</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">User experience</span>\r\n<ul>\r\n<li>Full integration with Outlook contacts and activities</li>\r\n<li>Good follow-up possibilities with graphs and views</li>\r\n<li>Consistently easy to use interface</li>\r\n</ul>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">SALES</span> Absalon add-on extends the sales module developed from the already well-defined sales support that comes with Microsoft Dynamics CRM. With Absalon add-on the updating of data goes even faster, and administration time is reduced. <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span>\r\n<ul>\r\n<li>Business Process Flow with guiding steps in order to complete the sales process</li>\r\n<li>Track meetings and emails to your sales activities</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on</span>\r\n<ul>\r\n<li>Dynamic sales processes, helping you to follow the sales processes that apply to you</li>\r\n<li>Support for several simultaneous sales processes</li>\r\n<li>With Absalon add-on it’s easy to follow which customers you have contacted (and not contacted) for a certain period of time</li>\r\n<li>Customer Plans for targeted customer strategy on activity level with follow-up possibilities</li>\r\n<li>Opportunities to follow up recurring income over time</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">User experience</span>\r\n<ul>\r\n<li>Full integration with Outlook contacts and activities</li>\r\n<li>Good follow-up possibilities with graphs, views and dashboards</li>\r\n<li>Quick update of progressive sales processes</li>\r\n</ul>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">PROJECT MANAGEMENT</span> The module for project management in Absalon CRM gather all information at the one place, where everybody has access to the same material and receives the latest updates. By gathering all the functionality in the same place, in the CRM, you utilize already existing information about customers, contacts, and activities. <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span>\r\n<ul>\r\n<li>Integration with Outlook activities, track emails and other activities in your projects</li>\r\n<li>Integration to SharePoint for document management</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on</span>\r\n<ul>\r\n<li>Start from one of your predefined project model</li>\r\n<li>Add project activities for each unique project</li>\r\n<li>With the ability to follow the people who are relevant to the project</li>\r\n<li>Spread the responsibility on project activities and project logs</li>\r\n<li>Time reporting on projects and/or project activities</li>\r\n<li>Do follow-up on the budget and hours towards activities and timesheets</li>\r\n<li>- Analyze and visualize through views, graphs and dashboards</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">User experience</span>\r\n<ul>\r\n<li>Access to the same information with the possibility of access control through security roles</li>\r\n<li>Connect to SharePoint for an integrated experience</li>\r\n<li>Visualize to illustrate the project's success or warning signs</li>\r\n<li>Simple time reporting</li>\r\n</ul>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">RESOURCE PLANNING</span> With Absalon resource planning, resources can be booked for projects in different plans. Statistics and data for the plans are clear and you can follow the progress of work. By gathering all the functionality in the same place, in the CRM, you utilize already existing information about customers, contacts, and activities. <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span>\r\n<ul>\r\n<li>Integration with Outlook activities, track emails and other activities in your projects</li>\r\n<li>Integration to SharePoint for document management</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on</span>\r\n<ul>\r\n<li>Support for multiple simultaneous resource plans with the same or different resource members</li>\r\n<li>Save time by copying a resource allocation over time</li>\r\n<li>Duplicate resource allocations for faster input</li>\r\n<li>Use the built-in graphs to follow allocations as tools to plan for the future and utilize resources maximum</li>\r\n<li>Resource allocation to projects and project activities</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">User experience</span>\r\n<ul>\r\n<li>The user interface is familiar from other parts of the CRM, instant buttons and custom components make your work easier and graphs provide an instantaneous updated picture of the resource plan.</li>\r\n</ul>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">CASE MANAGEMENT</span> Case management is a major part within CRM and Absalon add-on contains additional functionality which works well with existing Microsoft Dynamics CRM components. By gathering all the functionality in the same place, in the CRM, you utilize already existing information about customers, contacts, and activities. <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span>\r\n<ul>\r\n<li>Follow-up on contractual commitments for SLA</li>\r\n<li>Case registration with automatic update of entitlement terms, e.g. number of cases or hours, according to agreement</li>\r\n<li>Business Process Flow with guiding steps in order to complete the support process</li>\r\n<li>Cases automatically created based on in-coming email</li>\r\n<li>Support for case management through queues, and automatic routing of cases to queues</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on</span>\r\n<ul>\r\n<li>Dynamic defined process for case management and follow-up. Here you can have one or more processes at the same time, to adapt the work for each unique case.</li>\r\n<li>Possibilities to do time reports on projects and/or cases</li>\r\n<li>Case management within projects</li>\r\n<li>Possibility to continuously follow up aggregated statuses of open cases through graphs, views and dashboards</li>\r\n<li>Possibility to build a knowledge database based on recurring problems</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">User experience</span>\r\n<ul>\r\n<li>Simple and easy to use web interface</li>\r\n<li>Clear responsibilities for users in the process</li>\r\n<li>Full integration with Outlook contacts and activities</li>\r\n<li>Good follow-up possibilities with graphs and views, for cases as well as users</li>\r\n<li>Possibilities for follow-up that suits your organization</li>\r\n</ul>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">SERVICE MANAGEMENT</span> Microsoft Dynamics CRM has built-in support for service, which Absalon add-on has expanded with support for service plans, installation, recurring and scheduled service cases. By gathering all the functionality in the same place, in the CRM, you utilize already existing information about customers, contacts, and activities. <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span>\r\n<ul>\r\n<li>Case management with SLA</li>\r\n<li>Microsoft Dynamics CRM has functionality for contract management that will help you get an overview of periods, rates and currencies etc</li>\r\n<li>Integration with Outlook activities</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on</span>\r\n<ul>\r\n<li>Installation management for the identification of existing installations such as machinery, equipment and products at your customers</li>\r\n<li>Add and follow the installation components</li>\r\n<li>Service Plans: add installations to a service plan and get control over when and where the services will be performed</li>\r\n<li>Work on the field, on- and offline, with Absalon Service app</li>\r\n<li>Follow up the maintenance work historically and onwards</li>\r\n<li>Register service cases within service plans, for installations and users</li>\r\n<li>Create service orders after completing the work, use it for billing purposes and sign in our mobile app solution</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Microsoft add-on products for Business Intelligence</span>\r\n<ul>\r\n<li>Use Microsoft Business Intelligence, e.g. Power Pivot, to clarify the status and plan the work in the best way</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">User experience</span>\r\n<ul>\r\n<li>With an easy to use interface and great opportunities for visualization on the user level, the work can be planned in the best way to exploit the resources right and follow-up service based on contract level.</li>\r\n<li>With Absalon Service app, users can work online or offline and quickly enter new data.</li>\r\n</ul>\r\n","shortDescription":"With Absalon CRM, you have full control over your customer relationships, from marketing and sales to service and delivery. 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The solution will help the company strengthen its brands while minimizing the time spent on administration. <span style=\"font-weight: bold; text-decoration-line: underline;\">Absalon Consumer Goods – For the Sales Rep</span> Sales representatives’ main focus is to spread information about the various products and brands that their company offers the market. An important task is to report received feedback acquired during the meeting so that the brand can be strengthen even further in the future. With Absalon add-on, we combine a solid database of CRM with efficient processes to report sales meeting, limiting the time spent on administration, and all this is achievable through mobile devices and computers. <span style=\"font-weight: bold; text-decoration-line: underline;\">Absalon Consumer Goods – For the Sales Manager</span> <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span>\r\n<ul>\r\n<li>Manage products, product groups, brands, price lists and discounts</li>\r\n<li>Use the built-in marketing lists to reach accounts and contacts</li>\r\n<li>Take advantage of Microsoft CRM dashboards, views and charts to track the progress of sales work day by day</li>\r\n<li>With Microsoft Social Engagement, you can monitor social media activities and gather information based on keywords, such as the company's brands</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on data setup</span>\r\n<ul>\r\n<li>Organize and guide your sales force by creating business plans, t erritory plans and action plans</li>\r\n<li>Prepare materials for each brand so that the sales team works effectively at each sales meeting, and report back meetings directly</li>\r\n<li>Understand how the business develops by following up on the data that the sales representative reports after meetings</li>\r\n<li>Add up the presentation materials, CLM, that the sales representative can present on their mobile devices or laptops, at sales meetings. Smoothly report feedback back into the system immediately after the meeting</li>\r\n<li>Keep track of the distribution of your products on the shelves at your customers</li>\r\n<li>Track awareness for your brands at organizations and contacts</li>\r\n<li>Manage expenses and product samples to customers</li>\r\n<li>Use Absalon add-on to create events and invite contacts</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on facilitates for the sales reps</span>\r\n<ul>\r\n<li>Plan a week effectively using Absalon Sales Cockpit as a visual tool for sales meetings </li>\r\n<li>Find your way to customers with help of the map of Absalon add-on that creates the best route</li>\r\n<li>Plan for distribution materials and samples ahead and check so sales representatives have what they need for the week</li>\r\n<li>Set up the data so that the sales process is made more uniform and streamlined, and time spent on administration is limited</li>\r\n<li>Use pre-defined messages, feedback and CLM for each brand</li>\r\n<li>The recurring user interface for reporting sales meetings accelerates the reporting process</li>\r\n</ul>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">Absalon Consumer Goods – For the Sales Rep</span> <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span>\r\n<ul>\r\n<li>Use the built in marketing lists to contact organizations and contact persons with similar features</li>\r\n<li>Microsoft CRM dashboards, views and charts helps you following the sales work day by day and see what needs to achieve to reach the set goals</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Absalon add-on data setup</span>\r\n<ul>\r\n<li>Use the built-in map function to locate your contacts and plan the best possible route </li>\r\n<li>Plan your week using Absalon Sales Cockpit, which gives you a good overview of the week's various sales meetings</li>\r\n<li>Evaluate how your message has been received by the various contact persons</li>\r\n<li>Set up action plans with predefined messages and feedback, CLM and hand-out materials</li>\r\n<li>Copy an action plan and recycle the data that is already available in the system</li>\r\n<li>Create sales meetings on an action plan to auto generate the data that you will use in your sales meeting, and report the meeting in the system afterwards</li>\r\n<li>Check contribution margin ratio for each contact in your plan so that you reach your goals</li>\r\n<li>Invite your contacts to events with a few simple steps</li>\r\n</ul>\r\n<span style=\"font-weight: bold;\">Consumer Goods Sales Rep App</span>\r\n<ul>\r\n<li>Absalon Sales Rep App works both online and offline, which allows you to report the meetings no matter where you are</li>\r\n<li>The user experiences that the app is easy to understand and easy to use</li>\r\n<li>Filtering data in the app to match the needs you have as a sales rep and makes it easier to report meetings</li>\r\n<li>Get the contact person's signature on the location of the samples that you handed out</li>\r\n<li>Switch between the laptop and the app to find the most efficient way to work</li>\r\n</ul>\r\n","shortDescription":"Absalon CRM for consumer goods is based on the most widely used processes in sales within the industry. 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Решение поможет компании укрепить свои бренды, минимизируя время, затрачиваемое на администрирование. <span style=\"font-weight: bold; text-decoration-line: underline;\">Absalon Consumer Goods - для торгового представителя</span> Основной целью торговых представителей является распространение информации о различных продуктах и брендах, которые предлагает их компания на рынке. Важная задача - сообщить полученную обратную связь во время встречи, чтобы бренд мог еще больше укрепляться в будущем. Благодаря надстройке Absalon мы объединяем прочную базу данных CRM с эффективными процессами, чтобы сообщать о результатах продаж, ограничивая время, затрачиваемое на администрирование, и все это достигается с помощью мобильных устройств и компьютеров. <span style=\"font-weight: bold; text-decoration-line: underline;\">Absalon Consumer Goods - для менеджера по продажам</span> <span style=\"font-weight: bold;\">Microsoft Dynamics CRM</span></p>\r\n<ul>\r\n<li>Управление продуктами, группами продуктов, брендами, прайс-листами и скидками</li>\r\n<li>Используйте встроенные маркетинговые списки для доступа к учетным записям и контактам</li>\r\n<li>Воспользуйтесь инструментальными панелями, представлениями и диаграммами Microsoft CRM, чтобы отслеживать ход работы по продажам день ото дня</li>\r\n<li>Благодаря Microsoft Social Engagement вы можете отслеживать деятельность в социальных сетях и собирать информацию на основе ключевых слов, таких как бренды компании</li>\r\n</ul>\r\n<p><span style=\"font-weight: bold;\">Настройка данных Absalon</span></p>\r\n<ul>\r\n<li>Организуйте и направляйте свои силы продаж, создавая бизнес-планы и планы действий</li>\r\n<li>Подготовьте материалы для каждой марки, чтобы команда продаж эффективно работала на каждом торговом собрании и напрямую сообщала о встречах</li>\r\n<li>Поймите, как развивается бизнес, отслеживая данные, которые торговый представитель сообщает после совещаний</li>\r\n<li>Добавьте презентационные материалы CLM, которые торговый представитель может представить на своих мобильных устройствах или ноутбуках на торговых встречах</li>\r\n<li>Следите за распространением своих продуктов на полках у ваших клиентов</li>\r\n<li>Проследите за своими брендами в организациях и контактах</li>\r\n<li>Управление расходами и образцами продуктов для клиентов</li>\r\n<li>Используйте надстройку Absalon для создания событий и приглашения контактов</li>\r\n</ul>\r\n<p><span style=\"font-weight: bold;\">Облегчите продажи с дополнениями Absalon</span></p>\r\n<ul>\r\n<li>Планируйте неделю эффективно используя Absalon Sales Cockpit в качестве визуального инструмента для встреч</li>\r\n<li>Найдите свой путь к клиентам с помощью карты Absalon, которая создает лучший маршрут</li>\r\n<li>Планируйте распространение материалов и образцов наперед и проверьте, чтобы у торговых представителей было то, что им нужно на неделю</li>\r\n<li>Настройте данные, чтобы процесс продаж стал более однородным и упорядоченным, а время, затрачиваемое на администрирование, ограничено</li>\r\n<li>Используйте предопределенные сообщения, отзывы и CLM для каждой марки</li>\r\n<li>Повторяющийся пользовательский интерфейс для представления отчетов о продажах ускоряет процесс отчетности</li>\r\n</ul>\r\n<p><span style=\"font-weight: bold; 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Our friendly expert support team are here for you every day, every step of the way.</li>\r\n<li>MANAGE YOUR SALES PIPELINE AND CREATE REPORTS - Track bids, deals, proposals and other opportunities. See where your future income is coming from. Create reports and gain insight on your sales pipeline.</li>\r\n<li>CUSTOMIZE CAPSULE - Customize Capsule by adding the data fields you need and define processes for your team to follow. Create custom categories using tags such as vendor, lead and customer.</li>\r\n<li>CAPSULE MOBILE - Access your Capsule account wherever you go. 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Finally, all your customer moments in one place so you can work deals and relationships with the full picture and context.\r\n<span style=\"font-weight: bold;\">Sell from your Inbox</span>\r\nAs the recommended Google apps crm, Copper’s native G Suite integration allows you to nurture leads and close deals from Gmail. Plus, Copper looks and feels exactly like G Suite apps so there’s no coaching or training needed for full team adoption.\r\n<span style=\"font-weight: bold;\">Zero data entry</span>\r\nCopper is the crm for Google that scrapes and captures all of your contacts, emails and other crucial account details so everything’s automatically there and ready for you to start selling.\r\n<span style=\"font-weight: bold;\">Automated workflows</span>\r\nCopper streamlines your selling processes and best practices with workflow automation. Every seller gets personal notifications so they can move deals forward, faster with the recommended Google apps crm.\r\n<span style=\"font-weight: bold;\">Insights from lead to close</span>\r\nCopper automatically captures all of your data so you get reports you can trust and act on. With advanced reporting, dashboards, leaderboards and customizable pipelines you will have the real-time analytics and insights to help you close more and make smarter decisions.\r\n<span style=\"font-weight: bold;\">Work instantly</span>\r\nImplementing Copper is so fast and easy, you’re up and running in minutes. All data is automatically populated from Gmail, and it’s easy to configure from there. No more wasted budget on the endless customizations. Copper, the recommended Google crm works instantly.\r\n<span style=\"font-weight: bold;\">Integrate with any tool:</span> Copper – the crm software for Google apps also integrates seamlessly with your favorite apps to automatically capture every detail and help you close deals faster.","shortDescription":"Copper is a new kind of productivity crm that's designed to do all your busywork, so you can focus on building long-lasting business relationships.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":12,"sellingCount":2,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Copper","keywords":"Copper, your, Google, from, apps, with, close, deals","description":"One central system\rCopper is the crm for Google that organizes files, emails and activities across your teams and departments. 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In addition, bpm’online has been recognized as a Strong Performer in The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016; The Forrester Wave™: Sales Force Automation Solutions, 2017 and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017.\r\n<span style=\"font-weight: bold;\">Process-driven CRM</span>\r\n<ul><li>three reasons to choose bpm'online CRM systems<span style=\"white-space: pre;\">\t</span></li><li>Align marketing, sales and service on</li><li>a single CRM platform</li><li>Gain the agility to change processes in</li><li>the CRM faster than ever</li></ul>","shortDescription":"Process-driven CRM for marketing, sales and service\r\nbpm'online CRM software supports multiple devices types","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":7,"sellingCount":11,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"CRM-system bpm’online","keywords":"bpm’online, 2016, sales, marketing, Forrester, Wave™, service, Sales","description":"Process-driven CRM for marketing, sales and service\r\nbpm'online CRM software supports multiple devices types\r\nbpm’online studio\r\nIntelligent business process","og:title":"CRM-system bpm’online","og:description":"Process-driven CRM for marketing, sales and service\r\nbpm'online CRM software supports multiple devices types\r\nbpm’online studio\r\nIntelligent business process","og:image":"https://old.b4r.io/fileadmin/user_upload/CRM-sistema_bpm_online.png"},"eventUrl":"","translationId":1155,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":66,"title":"BPM - Business Process Management","alias":"bpm-business-process-management","description":"BPM (англ. Business Process Management, управление бизнес-процессами) — концепция процессного управления организацией, рассматривающая бизнес-процессы как особые ресурсы предприятия, непрерывно адаптируемые к постоянным изменениям, и полагающаяся на такие принципы, как понятность и видимость бизнес-процессов в организации за счёт моделирования бизнес-процессов с использованием формальных нотаций, использования программного обеспечения моделирования, симуляции, мониторинга и анализа бизнес-процессов, возможность динамического перестроения моделей бизнес-процессов силами участников и средствами программных систем.\r\n\r\nBPM отвечает на вопросы какая, где, когда, зачем и как выполняется работа и кто отвечает за ее выполнение.\r\n\r\nBPMS/BPMT (англ. Business Process Management System/Tool, система (инструмент) управления бизнес-процессами) — технологическое программное обеспечение для поддержки концепции BPM. Среди нотаций моделирования бизнес-процессов в различных решениях используются языки BPMN, EPC (англ. Event-driven Process Chain), IDEF0 и другие. Среди известных нотаций выполнения бизнес-процессов, применяемых в программных системах — BPEL и её диалекты, YAWL (англ.).\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/BPM_(%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D1%87%D0%B5%D1%81%D0%BA%D0%B0%D1%8F_%D0%BA%D0%BE%D0%BD%D1%86%D0%B5%D0%BF%D1%86%D0%B8%D1%8F)","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Screenshot_49.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. 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":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"},{"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":[]},"crmnext-re-think-crm":{"id":1158,"logoURL":"https://old.b4r.io/fileadmin/user_upload/CRMNEXT.png","logo":true,"scheme":false,"title":"CRMNEXT Re-Think CRM","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"crmnext-re-think-crm","companyTitle":"CRMNEXT","companyTypes":["supplier","vendor"],"companyId":4055,"companyAlias":"crmnext","description":"SALES Why do sales take an eternity to close? Why can’t we improve win ratios? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers. SERVICE Why do businesses seldom know customers? Why do customers have to talk to several different people before somebody services their requests? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers. CROSS-SELL Why must sales to existing customers be a reactive process? What if we could offer useful and relevant products & services to customers without them asking? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers. MARKETING Why are there gaps between marketing and sales strategies? How can we plan & execute measurable marketing campaigns? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers. PROCESS MANAGEMENT Why is it so hard to change business processes? Wouldn’t it be nice to configure workflows without having to code? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers. ANALYTICS Is it really necessary to view data in prescribed fixed formats? Why can’t we pick and choose analytics that we want to view in a single screen? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers INTEGRATION How can we take the pain out of integration? Why do we have to hop between multiple systems to get things done? How can we do it all from a single screen? SOCIAL How can we use social as medium to build meaningful dialog with customers? Why can’t social become a channel to increase brand equity? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers. COLLABORATION Why must sales to existing customers be a reactive process? What if we could offer useful and relevant products & services to customers without them asking? These are some of the questions we asked ourselves. And that’s why we brought you a CRM with the answers.","shortDescription":"CRMNEXT RE-THINK CRM - SALES SERVICE CROSS-SELL MARKETING PROCESS MANAGEMENT ANALYTICS INTEGRATION SOCIAL COLLABORATION","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":12,"sellingCount":18,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"CRMNEXT Re-Think CRM","keywords":"with, some, asked, questions, brought, thats, ourselves, answers","description":"SALES Why do sales take an eternity to close? Why can’t we improve win ratios? These are some of the questions we asked ourselves. And that’s why we brought","og:title":"CRMNEXT Re-Think CRM","og:description":"SALES Why do sales take an eternity to close? Why can’t we improve win ratios? These are some of the questions we asked ourselves. 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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":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":[]},"egain-calltrack":{"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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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":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"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.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":[]},"eptica-customer-engagement-suite":{"id":1324,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Eptica.png","logo":true,"scheme":false,"title":"Eptica Customer Engagement Suite","vendorVerified":0,"rating":"1.40","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"eptica-customer-engagement-suite","companyTitle":"Eptica","companyTypes":["supplier","vendor"],"companyId":4125,"companyAlias":"eptica","description":"<span style=\"font-weight: bold;\">Knowledge Base</span> Putting knowledge at the heart of your customer service Eptica offers an engaging, accessible, dynamic, rich and well structured knowledge base to improve the efficiency, quality and consistency of information across sales and customer service channels. The Eptica Knowledge Base learns from the way it is used which content is best for answering a specific question. Every interaction with the knowledge base continues to refine and enhance the relevance of content. The system combines knowledge with the multichannel customer contact history, which together enable agents to optimize the effectiveness of their customer interactions. Using search and query histories from customers and agents, content is automatically and dynamically prioritized and made available where it is needed. Agents can also highlight content gaps as they work, simply by selecting a tick box which puts questions that need answers into the content management workflow. Information to answer questions need only be created once to be available to all customer service channels. Different departments can be responsible for information and incorporated into the content workflow. Every interaction with the knowledge base continuously enhances and refines the relevance of content, helping to keep the knowledge base up-to-date. Eptica enables organizations to build upon a centralized knowledge base that can be rolled out across multiple contact channels with ease. For example, it can be searchable by customers online and it can also be integrated with workflow to ensure contact center responses are consistent and efficient via email, calls and chat. A centralized knowledge base delivers relevant, accurate and consistent knowledge across channels for agents, back office staff and for customers, creating competitive advantage and delivering the best possible customer experience. <span style=\"font-weight: bold;\">Eptica Linguistic Services</span> Winner of International Expo CRE Innovation Award for ‘CRE Innovative Digital Linguistics EngineUnderstand what customers really mean Delivering consistent, rapid and personalized responses to consumers, based on understanding the tone and style of the language they use is critical to Customer Service excellence. Linguistics helps by automatically analyzing incoming interactions, prioritizing them based on tone, forwarding to the most relevant agent or department and suggesting relevant answers. This not only increases efficiency but provides unparalleled insight into customer behavior that can link into Big Data and Voice of the Customer initiatives. At Eptica, linguistics is at the heart of our entire product set. Eptica Linguistic Services™ is the engine that powers all of our linguistic capabilities, driving service excellence by embedding it across every channel: Our advanced Natural Language Processing automatically analyses incoming interactions to detect key message elements, language and sentiment, enabling queries to be quickly routed to the right agent, along with recommended responses. Sentiment analysis of the language used in incoming communications gives immediate insight into how happy an individual customer is - and allows you to prioritize resources accordingly. By understanding the context of questions asked, our Linguistic Search feature delivers faster, more accurate answers to customers, whatever type of language they use, as well as providing powerful insight into customer behavior, which feeds into Voice of the Customer programs. Eptica Linguistic Service is supported by Eptica's in-house team of linguists, ensuring it continues to develop and evolve as language changes now and in the future. <span style=\"font-weight: bold; font-style: italic;\">Benefits:</span>\r\n<ul>\r\n<li>Achieve Higher First Contact Resolution (FCR) rates</li>\r\n<li>Deliver high quality answers, faster to increase efficiency</li>\r\n<li>Listen to the Voice of your Customers to best meet their needs</li>\r\n</ul>\r\nOrganizations need an innovative approach to deal with their increasing customer service challenges without having to sacrifice cost, quality or speed of response. Applying techniques based on linguistics will enable you to tackle your challenges by closer, more automated understanding of what your customers are saying. <span style=\"font-weight: bold;\">Interaction Workflow</span> Eptica’s workflow is designed to support the processing and management of all inbound and outbound customer requests and interactions that take place across multiple channels. For example, when a customer sends an email or submits a web form Eptica captures the inbound message and create a workflow item to manage that interaction. Eptica automatically profiles each inbound message in order for it to be visible to the appropriate team and given an appropriate level of priority. Eptica also uses the results of the computational linguistic analysis to be able to push to agents highly relevant knowledge articles which will assist the agent in correctly handling and responding to the inbound request.\r\n ","shortDescription":"The Eptica Customer Engagement Suite platform is designed around a central Knowledge Base and Eptica Linguistic Services, an advanced linguistics technology system. 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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. 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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font-style: italic;\">Team Inbox</span> Track and manage incoming support tickets from multiple channels with one inbox.\r\n<span style=\"font-weight: bold; font-style: italic;\">SLA Management</span> Set deadlines for ticket response and resolution based on different business hours or categories. \r\n<span style=\"font-weight: bold; font-style: italic;\">Agent Collision Detection</span> Ensure that multiple agents don’t wind up working on the same ticket by accident. <span style=\"font-weight: bold; font-style: italic;\">Custom Ticket Status</span> Create custom statuses that suit your workflow to identify what stage a ticket it in.. <span style=\"font-weight: bold; font-style: italic;\">Scenario Automation</span> Perform multiple actions on a ticket with a single click by automating repeated actions. <span style=\"font-weight: bold; font-style: italic;\">Canned Responses</span> Provide quick, consistent responses to common questions by creating pre-formatted replies. <span style=\"font-weight: bold;\">Resolve issues together</span> Work together as teams to quickly and efficiently solve customer problems. <span style=\"font-weight: bold; font-style: italic;\">Team Huddle</span> Discuss specific parts of tickets with experts from across your company to figure out the best solutions. <span style=\"font-weight: bold; font-style: italic;\">Shared Ownership</span> Share ownership of tickets with other teams without losing visibility into progress being made on the issue. <span style=\"font-weight: bold; font-style: italic;\">Linked Tickets</span> Link related tickets together to keep track of widespread issues and deliver consistent responses. <span style=\"font-weight: bold; font-style: italic;\">Parent-child Ticketing</span> Resolve complex, multi-stage issues faster by splitting them into smaller child tickets. <span style=\"font-weight: bold;\">Support across channels</span> Unify and manage all support-related communications from multiple channels on a single platform. <span style=\"font-weight: bold; font-style: italic;\">Email</span> Convert support emails into trackable tickets in your helpdesk that you can manage and resolve. <span style=\"font-weight: bold; font-style: italic;\">Phone</span> Set up a fully functional call center and record and track calls by converting them into tickets. <span style=\"font-weight: bold; font-style: italic;\">Live chat</span> Assist prospective customers and provide real-time support on your website through live chat. <span style=\"font-weight: bold; font-style: italic;\">Social media</span> Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk. <span style=\"font-weight: bold; font-style: italic;\">Website</span> Let customers raise tickets from your website and display related knowledge base articles as they type. <span style=\"font-weight: bold;\">Increase your team’s productivity</span> Leverage Freshdesk's built-in capabilities to automate repetitive helpdesk tasks. <span style=\"font-weight: bold; font-style: italic;\">Ticket dispatch</span> Automatically assign tickets to agents and groups based on keywords, requester or properties. <span style=\"font-weight: bold; font-style: italic;\">Intelligent ticket assignment</span> Assign tickets to agents based on their current workload, skill or using the round robin method. <span style=\"font-weight: bold; font-style: italic;\">Time-triggered automation</span> Execute maintenance activities on tickets based on the time lapsed since an event happened. <span style=\"font-weight: bold; font-style: italic;\">Event-triggered automation</span> Implement one or more actions on specific tickets as soon as an event happens. <span style=\"font-weight: bold; font-style: italic;\">Automatic email notification</span> Notify customers and agents automatically about the changes happening in their ticket. <span style=\"font-weight: bold;\">Help customers help themselves</span> Create a self service experience for customers with a knowledge base and forums. <span style=\"font-weight: bold; font-style: italic;\">Automatically suggest solutions</span> Allow relevant solutions to pop up for customers and save time for your agents and customers. <span style=\"font-weight: bold; font-style: italic;\">Email to Kbase</span> Let agents convert their ticket replies into knowledge base articles, as they reply. <span style=\"font-weight: bold; font-style: italic;\">Feedback mechanism</span> Writers will be notified automatically about feedback on their articles so they can implement them. <span style=\"font-weight: bold; font-style: italic;\">Solution article analytics</span> Monitor article metrics like number of views, likes and dislikes. Reset metrics when the article is revamped. <span style=\"font-weight: bold; font-style: italic;\">Forum moderation</span> Setup moderation workflows to ensure posts violating your guidelines don't go live immediately. <span style=\"font-weight: bold; font-style: italic;\">Link forum topic to ticket</span> Convert critical issues raised in the community into tickets so they get the required attention. <span style=\"font-weight: bold;\">Measure and improve efficiency</span> Identify problems, plan based on metrics and improve helpdesk performance. <span style=\"font-weight: bold; font-style: italic;\">Helpdesk reports</span> Understand how different agents and groups are performing based on various helpdesk metrics. <span style=\"font-weight: bold; font-style: italic;\">Customer satisfaction ratings</span> Gauge how customers feel about your support using customer satisfaction reports. <span style=\"font-weight: bold; font-style: italic;\">Dashboards</span> Monitor your helpdesk using real-time data about tickets, trends and groups. <span style=\"font-weight: bold; font-style: italic;\">Answers and Insights</span> Easily access data and reports and get custom insights important to your business everyday. <span style=\"font-weight: bold; font-style: italic;\">Schedule reports</span> Schedule default and custom reports so that you can receive them in your inbox periodically. <span style=\"font-weight: bold;\">Complete customization capabilities</span> Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours. <span style=\"font-weight: bold; font-style: italic;\">Portal customization</span> Customize the look and layout of your support portal with full CSS customization and ready-made themes. <span style=\"font-weight: bold; font-style: italic;\">Customize agent roles</span> Give differential permissions for access and actions according to the roles and responsibilities of agents. <span style=\"font-weight: bold; font-style: italic;\">Custom ticket forms</span> Collect information relevant and important to your business by adding and modifying fields in the ticket form. <span style=\"font-weight: bold; font-style: italic;\">Custom URL</span> Use your own vanity URL for your support portal and provide a seamless customer experience. <span style=\"font-weight: bold; font-style: italic;\">Custom Apps</span> Build and integrate custom apps to carry out workflows that are unique to your business. <span style=\"font-weight: bold;\">State of the art data security</span> Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform. <span style=\"font-weight: bold; font-style: italic;\">Custom SSL certificates</span> Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience. <span style=\"font-weight: bold; font-style: italic;\">IP and Network restrictions</span> Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network). <span style=\"font-weight: bold; font-style: italic;\">Identity & access management</span> Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.","shortDescription":"An online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. 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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. 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":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":[]},"freshsales-crm":{"id":1137,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Freshsales_CRM.png","logo":true,"scheme":false,"title":"Freshsales CRM","vendorVerified":0,"rating":"1.40","implementationsCount":2,"suppliersCount":0,"supplierPartnersCount":0,"alias":"freshsales-crm","companyTitle":"Freshworks","companyTypes":["supplier","vendor"],"companyId":4038,"companyAlias":"freshworks","description":"\r\n<p><span style=\"font-weight: bold;\">Manage leads minus the clutter</span> Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign them to the right salespeople on your team. Reach out to each lead with complete context and an informed call-to-action. <span style=\"font-weight: bold;\">360° customer view</span> Access customers’ social profiles, identify customer touchpoints (website, product, interactions, appointments), and more—from a single screen. <span style=\"font-weight: bold;\">Lead scoring</span> Know which sales lead is hot and who’s not, using lead scores. Prioritize follow-ups with data-backed insights. <span style=\"font-weight: bold;\">Auto profile enrichment</span> Bid goodbye to manual data entry! When a lead is added in the sales CRM, their social profile information and photo are automatically updated in their profile. <span style=\"font-weight: bold;\">Territories</span> Group your sales team by territories. Focus on areas where you’re closing more deals, and identify territories with potential business. <span style=\"font-weight: bold;\">Auto lead assignment</span> In each territory, let the sales CRM automatically assign leads to handpicked salespeople on your team. <span style=\"font-weight: bold;\">Appointments, tasks, notes and files</span> Schedule appointments with leads and customers; collaborate with your team on tasks. Make quick notes against each contact; manage and share files. <span style=\"font-weight: bold;\">Smartforms (web-to-lead)</span> When a visitor fills your web form, they’re automatically added as a new lead in Freshsales. Plus their profile is auto-enriched with lead score, social media information, and photo. <span style=\"font-weight: bold;\">Dive deep into deals, close them faster</span> Transform your sales pipeline into a well-oiled revenue engine—organize, analyze, prioritize and close deals faster. Use the sales CRM to bring visibility and velocity to your pipeline. <span style=\"font-weight: bold;\">Visual sales pipeline</span> With a single sweep of the eye, locate the deals in each stage of your pipeline. Sort and filter deals to get a better view of your pipeline. <span style=\"font-weight: bold;\">Deal status, at a glance</span> How many deals are under review? What is the value of these deals? Get these insights instantly from the deal stage bar. <span style=\"font-weight: bold;\">Simple drag-and-drop navigation</span> Move deals across your sales pipeline with a simple drag and drop. Like organizing your filing cabinet. <span style=\"font-weight: bold;\">Action-oriented follow-ups</span> Make calls and send emails to prospects right from the deals dashboard. You don’t have to click into each deal to act on it. <span style=\"font-weight: bold;\">Track deals on the go</span> Keep track of your deals from the palm of your hand, with the Freshsales mobile CRM app for Android and iOS. <span style=\"font-weight: bold;\">Deal age</span> Create reports based on time taken to close deals. Optimize your sales process and improve your reps’ performance. <span style=\"font-weight: bold;\">Multiple sales pipelines</span> Selling different products across different markets, with different sales processes? Create multiple pipelines in the sales CRM and keep track of every deal. <span style=\"font-weight: bold;\">Know your visitors in real time</span> When your visitors make key decisions on your website and with your product, don’t miss a beat. Get real-time analytics from the sales CRM to power your next conversation. <span style=\"font-weight: bold;\">Website and in-app tracking</span> Which web pages are your prospects visiting? How do they interact with your product? Leverage these insights for smart conversations. <span style=\"font-weight: bold;\">Activity timeline</span> Get a chronological timeline view of each prospect’s activity, so your sales team can pick the right moments and close deals faster. <span style=\"font-weight: bold;\">Behavior-based segmentation</span> Using the data collected by the sales CRM, segment a contact’s activities and learn more about their engagement with your company. <span style=\"font-weight: bold;\">Advanced lead scoring</span> Score leads based on their characteristics and behavior, so you know which leads are close to a sale and which others need nurturing. <span style=\"font-weight: bold;\">Make quick, quality calls from your CRM</span> Buy numbers, assign them to your sales reps, and start making calls—all from the sales CRM. With automatic call logs, every call in Freshsales is captured; you can also manually log calls you receive outside Freshsales. <span style=\"font-weight: bold;\">One click to call</span> No extra software/hardware costs. Just place calls with one click from inside Freshsales. <span style=\"font-weight: bold;\">Entire conversation history</span> View all your conversations in one place. Make your next sales call or schedule an appointment from the same interface. <span style=\"font-weight: bold;\">Assign numbers to your team</span> Purchase local and toll-free numbers from inside Freshsales and assign them to your sales reps so they can start calling right away. <span style=\"font-weight: bold;\">Automatically log calls</span> Sit back and let the sales CRM automatically log all incoming and outgoing calls. Stop worrying about faulty call logs. <span style=\"font-weight: bold;\">Personalize welcome and voicemail messages</span> Record a voicemail message inside Freshsales, upload a greeting, or type your voicemail message and let Freshsales convert it to audio.</p>\r\n\r\n \r\n ","shortDescription":"With Freshsales CRM, your team can now use the leading results based on AI, built-in phone, email, activity capture and much more.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":2,"sellingCount":8,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Freshsales CRM","keywords":"your, sales, with, deals, Freshsales, from, lead, team","description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign","og:title":"Freshsales CRM","og:description":"Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign","og:image":"https://old.b4r.io/fileadmin/user_upload/Freshsales_CRM.png"},"eventUrl":"","translationId":1138,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":3,"title":"CRM"}],"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":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"},{"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":[]},"hubspot-crm":{"id":1142,"logoURL":"https://old.b4r.io/fileadmin/user_upload/HubSpot_CRM.png","logo":true,"scheme":false,"title":"HubSpot CRM","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"hubspot-crm","companyTitle":"HubSpot","companyTypes":["supplier","vendor"],"companyId":4045,"companyAlias":"hubspot","description":"Manage your pipeline and speed up your sales team with the CRM that’s free, forever.\r\nYour sales team wants to sell – not fight with messy spreadsheets, cluttered inboxes, or clunky tools that slow them down.\r\nHubSpot CRM automates the tasks salespeople hate and takes minutes to learn – not months. That means doing more deals and less data entry.\r\nPlus, interactions are tracked automatically and deals are displayed on one dashboard for total visibility without added work.\r\nBest of all, you can enjoy up to 1,000,000 contacts, users, and storage without any expiration date – whether you're a team of 1 or 1,000.\r\nHubSpot’s free CRM makes staying organized effortless.\r\nManage your pipeline with total visibility.\r\nGet an up-to-the-minute view of your entire sales funnel on a clean, visual dashboard.\r\nYou can sort deals won and lost, appointments scheduled, and contracts sent over any time period, and track performance against quotas you set.\r\nSort deals by name, owner, amount, or stage with custom filters for actionable intel in a fraction of the time.\r\nLog sales activity automatically.\r\nHubSpot CRM tracks customer interactions automatically – whether they’re in an email, across social media, or on a call\r\nSync with Gmail or Outlook using HubSpot Sales, and capture every call, email, or meeting as it happens.\r\nSee everything about a lead in one place\r\nGo way beyond names and job titles. Every interaction with a lead is stored in a tidy timeline, including calls, emails, meetings, and notes\r\nYou’ll never need to dig through a messy inbox or spreadsheet to figure out where a relationship left off\r\nSync up with HubSpot Marketing, and you’ll know which content your lead has consumed so you can personalize your approach\r\nUse with HubSpot's sales software, and skyrocket productivity\r\nContacts and deals are only the beginning. HubSpot CRM is part of a full suite of sales productivity tools that sync up with your inbox and make every part of selling easier\r\nSend Personalized Sequences\r\nQueue up a series of emails and deliver them to a prospect on a schedule you set\r\nCreate and Measure Email Templates\r\nTurn repetitive emails into templates you can send in seconds. Then track performance and share the best ones with your team\r\nGet Real-Time Notifications\r\nKnow the instant a prospect opens an email or downloads an attachment so you can follow up when you’re top-of-mind\r\nEnrich Contact Records Automatically\r\nGet insights your sales team will actually use by automatically populating contact records with details from our database of over 20 million businesses\r\nPlace Calls From Inside the CRM\r\nCall with a click and choose whether or not to record the conversation. A log is automatically saved on your contact’s timeline\r\nBook More Meetings\r\nSet your availability and get a shareable link that syncs with your calendar and lets leads pick a time that works for everyone.","shortDescription":"HubSpot CRM is everything you need to organize, track, and nurture your leads and customers. Yes, it's 100% free, forever.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":0,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"HubSpot CRM","keywords":"with, your, HubSpot, sales, automatically, deals, team, that","description":"Manage your pipeline and speed up your sales team with the CRM that’s free, forever.\rYour sales team wants to sell – not fight with messy spreadsheets,","og:title":"HubSpot CRM","og:description":"Manage your pipeline and speed up your sales team with the CRM that’s free, forever.\rYour sales team wants to sell – not fight with messy spreadsheets,","og:image":"https://old.b4r.io/fileadmin/user_upload/HubSpot_CRM.png"},"eventUrl":"","translationId":1143,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":52,"title":"SaaS - software as a service","alias":"saas-software-as-a-service","description":"SaaS (англ. software as a service — программное обеспечение как услуга; также англ. software on demand — программное обеспечение по требованию) — одна из форм облачных вычислений, модель обслуживания, при которой подписчикам предоставляется готовое прикладное программное обеспечение, полностью обслуживаемое провайдером. 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. Кроме того, концепция SaaS часто позволяет уменьшить затраты на развёртывание и внедрение систем технической и консультационной поддержки продукта, хотя и не исключает их полностью.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/SaaS","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/cloud_computing2__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. 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":[]},"insightly-crm":{"id":1131,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Insightly.png","logo":true,"scheme":false,"title":"Insightly CRM","vendorVerified":0,"rating":"1.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"insightly-crm","companyTitle":"Insightly","companyTypes":["supplier","vendor"],"companyId":4031,"companyAlias":"insightly","description":"Grow your business faster than ever before by building stronger customer relationships over time, and exceeding expectations every step of the way.\r\nACCELERATE SALES\r\nCapture Leads Anywhere. 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":[]},"it-service-0805":{"id":2242,"logoURL":"https://old.b4r.io/fileadmin/content/tmb_168270_4240_01.jpg","logo":true,"scheme":false,"title":"IT service 0805","vendorVerified":0,"rating":"0.00","implementationsCount":2,"suppliersCount":0,"supplierPartnersCount":1,"alias":"it-service-0805","companyTitle":"IT Service +","companyTypes":["supplier","vendor"],"companyId":3328,"companyAlias":"it-servis","description":null,"shortDescription":null,"type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":0,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"IT service 0805","keywords":"","description":"","og:title":"IT service 0805","og:description":"","og:image":"https://old.b4r.io/fileadmin/content/tmb_168270_4240_01.jpg"},"eventUrl":"","translationId":2242,"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. 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"},{"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":[]},"microsoft-dynamics-crm":{"id":629,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Microsoft_Dynamics_CRM.png","logo":true,"scheme":false,"title":"Microsoft DYNAMICS CRM","vendorVerified":0,"rating":"2.80","implementationsCount":3,"suppliersCount":0,"supplierPartnersCount":928,"alias":"microsoft-dynamics-crm","companyTitle":"Microsoft","companyTypes":["supplier","vendor"],"companyId":163,"companyAlias":"microsoft","description":"Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft focused on enhancing the customer relationship for any organization. Out of the box, the product focuses mainly on Sales, Marketing, and Customer Service sectors, though Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it. In recent years, it has also grown as an Analytics platform driven by CRM.\r\nThe CRM Solution can be used to drive the sales productivity and marketing effectiveness for an organization, handle the complete customer support chain, and provide social insights, business intelligence, and a lot of other out-of-the-box functionalities and features. As a product, Microsoft Dynamics CRM also offers full mobile support for using CRM apps on mobiles and tablets.\r\nAs of writing this tutorial, the latest version of CRM is CRM 2016. However, in this tutorial we will be using CRM 2015 Online version as it is the latest stable version as well as frequently used in many organizations. Nevertheless, even if you are using any other versions of CRM, all the concepts in the tutorial will still hold true.\r\nMicrosoft Dynamics CRM is offered in two categories −\r\n<span style=\"font-weight: bold; \">CRM Online</span>\r\nCRM Online is a cloud-based offering of Microsoft Dynamics CRM where all the backend processes (such as application servers, setups, deployments, databases, licensing, etc.) are managed on Microsoft servers. CRM Online is a subscription-based offering which is preferred for organizations who may not want to manage all the technicalities involved in a CRM implementation. You can get started with setting up your system in a few days (not weeks, months or years) and access it on web via your browser.\r\n<span style=\"font-weight: bold; \">CRM On-Premise</span>\r\nCRM on-premise is a more customized and robust offering of Microsoft Dynamics CRM, where the CRM application and databases will be deployed on your servers. This offering allows you to control all your databases, customizations, deployments, backups, licensing and other network and hardware setups. Generally, organizations who want to go for a customized CRM solution prefer on-premise deployment as it offers better integration and customization capabilities.\r\nFrom the functional standpoint, both the offerings offer similar functionalities; however, they differ significantly in terms of implementation. The differences are summarized in the following table.\r\n\r\nSource: https://www.tutorialspoint.com/microsoft_crm/microsoft_crm_overview.htm","shortDescription":"Customer Relationship Management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. CRM can help reduce costs and increase profitability by organizing and automating business processes that nurture customer satisfaction and loyalty.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":19,"sellingCount":6,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Microsoft DYNAMICS CRM","keywords":"Microsoft, Dynamics, Online, your, offering, databases, version, will","description":"Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft focused on enhancing the customer relationship for any","og:title":"Microsoft DYNAMICS CRM","og:description":"Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft focused on enhancing the customer relationship for any","og:image":"https://old.b4r.io/fileadmin/user_upload/Microsoft_Dynamics_CRM.png"},"eventUrl":"","translationId":1016,"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":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"},{"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":[]},"mplsystems-omni-channel-contact-centre":{"id":1332,"logoURL":"https://old.b4r.io/fileadmin/user_upload/mplsystems.png","logo":true,"scheme":false,"title":"mplsystems Omni-Channel Contact Centre","vendorVerified":0,"rating":"1.40","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"mplsystems-omni-channel-contact-centre","companyTitle":"mplsystems","companyTypes":["supplier","vendor"],"companyId":4131,"companyAlias":"mplsystems","description":"For the last 2 consecutive years, mplsystems have been identified as a Visionary in Gartner’s Magic Quadrant for Contact Centre as-a-Service (CCaaS) in Western Europe. Positioned furthest for completeness of vision, in the Visionaries Quadrant, this inclusion illustrates our unique capability to deliver true omni-channel customer service through our combination of advanced contact centre technology and Customer Service CRM on a configurable agent desktop.\r\n \r\n \r\n<span style=\"font-weight: bold;\">OMNI-CHANNEL CONTACT CENTRE</span>\r\nmplsystems offers a unique Omni-Channel Contact Centre solution, blending, queuing and routing for phone, email, chat, social and self-service channels\r\n \r\n<span style=\"font-weight: bold;\">EMAIL MANAGEMENT SOFTWARE</span>\r\nMplsystems email management allows businesses to transform their customer service by enabling them to respond to email enquiries faster & with better quality\r\n \r\n<span style=\"font-weight: bold;\">CHAT & MESSAGING APPS</span>\r\nmplsystems web chat software provides a quick to integrate, simple to use facility to blend into your contact centre alongside calls, emails and social contact\r\n \r\n<span style=\"font-weight: bold;\">CONTACT CENTRE TELEPHONY</span>\r\nmplsystems’ platform incorporates all the ingredients of a traditional call centre ACD, but in addition provides the widest range of non-voice applications in the market\r\n \r\n<span style=\"font-weight: bold;\">OUTBOUND DIALLING SOFTWARE</span>\r\nSeamlessly blend inbound calls with outbound campaign calls and scheduled call backs for maximum efficiency\r\n \r\n<span style=\"font-weight: bold;\">WORKFORCE OPTIMISATION</span>\r\nEmpowering agents with the right skills and motivation involves a complex suite of diverse and integrated workforce optimisation tools.\r\n \r\n<span style=\"font-weight: bold;\">CONTACT CENTRE ANALYTICS</span>\r\nmplsystems provide custom contact centre reporting & analytics tools to create full visibility of performance\r\n \r\n<span style=\"font-weight: bold;\">DASHBOARDS AND WALLBOARDS</span>\r\nmplsystems provide fully customised contact centre dashboards & wallboards to create maximum visibility of performance for supervisors and team members","shortDescription":"mplsystems Omni-Channel Contact Centre is a single solution, that allows you to engage seamlessly with customers on any channel and upgrade your existing voice infrastructure to Omni-Channel: calls; email; chat; social or mobile, - mplsystems’ omni-channel solutions provide a one stop shop for queueing; skills based routing and management. Interactions are presented on an intelligent Agent Desktop interface, combining CRM customer service; guiding agents through complex processes to maximise efficiency and ensuring a fully joined up cross-channel experience. As standard, the core platform provides: IVR; call recording; workflow; extensive workforce optimisation; reporting and admin features.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":7,"sellingCount":17,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"mplsystems Omni-Channel Contact Centre","keywords":"mplsystems, centre, contact, Contact, with, calls, email, Centre","description":"For the last 2 consecutive years, mplsystems have been identified as a Visionary in Gartner’s Magic Quadrant for Contact Centre as-a-Service (CCaaS) in","og:title":"mplsystems Omni-Channel Contact Centre","og:description":"For the last 2 consecutive years, mplsystems have been identified as a Visionary in Gartner’s Magic Quadrant for Contact Centre as-a-Service (CCaaS) in","og:image":"https://old.b4r.io/fileadmin/user_upload/mplsystems.png"},"eventUrl":"","translationId":1333,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":3,"title":"CRM"}],"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. 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