SiliconIndia CEO InterviewOct2014
- 1. TOP- ~ UNIFIEDCOMMUNICATION COMPANIES InteractCRM: Accelerating the Customer Experience through Next-Gen Technology Solutions By Kavitha G I nthe extreme need to serve today's demanding cus- tomers, contact centers sometimes fail to fathom the crux of what constitutes true Customer Experience Manage- ment. Engineered to inculcate the same lifeblood into contact centers, ThinConnect Contact Center, a Flagship platform from a U.S., headquartered company named InteractCRM, empowers clients to connect conveniently with their customers across mul- tiple channels like voice, email, web chat, SMS and social chan- nels. The platform does not only help to route, personalize and centrally manage all the com- munication, but also provides a unified agent desktop all running within a browser. Founded in 2002, Interact- CRM has been a leading Cus- tomer Experience Management solution provider. Living up to their tagline 'Simplifying Cus- tomer Loyalty', InteractCRM endeavors to build their custom- ers as their brand. With a special focus on identifying business challenges within the customer service domain and creating in- novative solutions to compre- hend those business woes, the company is fully-equipped with industry know-how veterans who are the towers of strength back- ing each Omni-channel solution. As a complete customer relation- ship management company, the brand dives deep into the roots of the clients' predicaments and understands them to cater their needs. The solutions at the com- pany are accentuated by flexibil- ity and are set up to be integrated and deployed easily even into complex environments. Interact- CRM has built a strong portfolio across 30+ global customers like lNG, Essent, Just Dial and ADP. "Hosted solutions are be- coming more prevalent and you cannot retrofit an on premise product and make it cloud ready. As a result, we have made sure that from the ground up our soft- ware is built as a multi-tenant cloud solution with zero desk- top foot print, which makes it future proof," affirms Snehal Patel, CEO, InteractCRM. As an all-pervasive service, Thin- Connect Contact Center allows customer service agents to ac- cess a complete 3600 view into all interactions across all modes of communication. ThinConnect furnishes surround solutions like multichannel callback and outbound interactions that eases the workload of the agents. As a Global Partner of Avaya, the company also possesses a host of Avaya skilled engineers to work on Avaya Contact Center prod- uct integration. Besides Avaya, ThinConnect also provides packaged integration into lead- ing CRM vendors such as Sales- force.com, Microsoft CRM, Or- acle eBusiness and SugarCRM. Employee freedom delivers a better performance which is the only metric of success. Inter- actCRM does not only provide flexibility in its services, but also implants the same flexible environment which encourages the employees to freely express their opinions through an anonymous feedback ap- proach. The company also galvanizes its crew to push the envelope by providing a complete exposure to cutting edge technologies and busi- nesses that are spread around the globe. With a strong belief in the .idea 'Work hard, Patty harder', InteractCRM also provisions numerous fun activities and fitting rewards, recognizing the pitch-perfect innovations. While most soft- ware companies in India mainly deliver turnkey projects and back office programming, Interact- CRM has been uniquely successful at designing and developing a world class branded enter- prise product that is used by marquee customers worldwide. With offices in California, Mumbai, Ahmedabad and Netherlands, the brand is on the threshold of establishing itself as the best of the breed technology provider in the customer experience management space.1!iI IilclJindia 1281 UcIDbar2ot4