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Thanks to partnerships with leading suppliers of Customer Relationship Management and Knowledge Management solutions, I-Tel provides integrated CTI / CRM / KMS solutions to back up corporate marketing and sales processes.Inbound and outbound voice applications for the following services can be set up on the I-Tel platform:
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The 'campaigns’ are managed through a web interface. The results (successful outcome with number of attempts, day and time; no answer; information gathered) are made available in the requested forms or in a standard format for importation to the information systems used and/or for analysis of statistical data, with diagrams and tables.
Synthesis and voice recognition functions can be added and it is possible to run integrated telephone / fax / e-mail multi-channel campaigns.
The voice tree structure can be dynamic and change on the basis of the feedback collected.
For organisations working in public administration I-Tel has developed the ‘Satisfaction Survey’ voice application in compliance with what is set out in the Ministry for Public Administration and Innovation's guidelines.
Suitable for use with any information or call centre service, the module collects feedback on user satisfaction in just two steps:
1The user expresses their overall opinion
‘positive’ – ‘satisfactory’ – ‘negative’.
2If the answer is ‘negative’, it gives four alternatives for the reason for their lack of satisfaction ‘length of wait’ – ‘professionalism’ – ‘need to call back’ – ‘negative outcome’