New Platform Delivers One Click Incident Prioritization and Customer Management to Contact Centers
Los Angeles, CA - October 6, 2009- Ignify, a global CRM and ERP consulting firm, and Microsoft Dynamics Inner Circle Partner announced today an enhanced Contact Center platform for Microsoft’s CRM Call Center Agent Desktop. The new platform allows customer service agents utilizing Microsoft CRM to quickly prioritize incidents and escalate those incidents for resolution with just one mouse click. This capability greatly enhances first contact resolution while reducing cost per incident and most importantly improving overall customer satisfaction.
Ignify’s Contact Center extension offers a viable and streamlined approach to increase sales and handle greater client workloads without the need for additional personnel by providing customer self-service capabilities, an integrated Agent desktop that ties together different applications and voice, chat and CRM information . The extension easily and transparently integrates into existing Microsoft CRM deployments instantly boosting performance by delivering one touch management to the platform’s core features including: automatic classification of accounts to multiple tiers based on past sales volume, visualizing a sales funnel through probability and accurately forecasting future sales and assigning contacts and customers to various marketing lists among many others.
“Through the Contact Center extension, we are able to deliver even more value to our call center customers," said Michael Strand, general manager Microsoft Corporation “We see our relationship with Ignify as highly complementary.”
Microsoft CRM is currently used by over 1.2 million users and has been deployed successfully to over 100,000 contact center agents globally. Call centers using Microsoft’s market leading platform can leverage its powerful analytics and relationship management abilities to allow executives and other key stakeholder to monitor both customer satisfaction and performance of the call center agents themselves in real-time on easy to read dash-board style interfaces or emailed reports. Call centers that have deployed Microsoft CRM with Ignify have been shown to drastically reduce their cost per incident by over 70 percent.
“As a long standing Microsoft Gold Certified Partner and most recently named to the prestigious Inner Circle (the highest echelon of Microsoft Dynamics partners) and President’s Club, we pride ourselves in delivering added value to Microsoft’s already market leading CRM and ERP product lines,” said Sandeep Walia, president of Ignify. “Our Contact Center extension further simplifies customer management within the call center by giving agents the ability to quickly address any perceived needs while managing the overall intricacies of those relationships.”
The Contact Center extension will debut at the upcoming ACCE Conference organized by ICMI to be held at Mandalay Bay Las Vegas on Oct 5-9. For more information please visit us at http://www.Ignify.com/contactcenters or stop by Ignify’s booth (#500) for a demonstration.
Headquartered in Los Angeles, Ignify has offices in Silicon Valley, Nashville, Chicago, Toronto, Manila, Pune and Bangalore.
Ignify is a privately-held ISO 9001 certified company focused on the mid-market and enterprise business space for ERP, CRM and eCommerce implementations. The company provides design, consulting and implementation services for ERP, CRM initiatives for mid-market and enterprise businesses. Ignify is a Top-tier Microsoft Gold Certified partner ranked in both the Microsoft Dynamics Inner Circle and the Microsoft Dynamics Presidents Club in 2009. Ignify offers a comprehensive set of Business to Business (B2B) and Business to Consumer (B2C) eCommerce solutions for increasing online sales while lowering overall operation costs. Ignify has offices in Los Angeles, Silicon Valley, Nashville, Chicago, Toronto, Manila, Pune and Bangalore. For more information, visit www.ignify.com or call 888-446-4395.