On-Demand 2: Customer Service Center Table 16: Call Center Activities and Required Functionality Performed By Task Description Required CRM Functionality System Accept incoming call IVR Web Chat Computer Telephony Integration Rule-based Task Owner Assignment System Accept incoming email Rule-based Task Owner Assignment Serial/Parallel workflows Role-based routing Personalized bookmarks Web Services Integration Auditing Activity Timers VIP accounts Escalated task assignments Risk Profiling / QA process profiling Personalized Journals/checklists Letter generation Online document review Notifications/Alerts Reminders Handle Call using Scripts Email Exam and Update Account Record Customized Letter generation (Case mgmt.) VOIP integration/recording Escalated task assignments Risk Profiling / QA process profiling Activity timers SharePoint Integration Checklists Activity Timers Auditing Letter generation Online document review Shared Calendars Generate meetings/appointments Web Chat Computer Telephony Integration Exam Staff Handle email using SOPs Email (system) and Update Account Record Customized Letter generation (case mgmt.) VOIP integration/recording Escalated task assignments
On-Demand 2: Customer Service Center Table 16: Call Center Activities and Required Functionality Performed By Task Description Required CRM Functionality System Accept incoming call IVR Web Chat Computer Telephony Integration Rule-based Task Owner Assignment System Accept incoming email Rule-based Task Owner Assignment Serial/Parallel workflows Role-based routing Personalized bookmarks Web Services Integration Auditing Activity Timers VIP accounts Escalated task assignments Risk Profiling / QA process profiling Personalized Journals/checklists Letter generation Online document review Notifications/Alerts Reminders Exam Handle Call using Scripts and Update Account Record (Case mgmt.) Email Customized Letter generation VOIP integration/recording Escalated task assignments Risk Profiling / QA process profiling Activity timers SharePoint Integration Checklists Activity Timers Auditing Letter generation Online document review Shared Calendars Generate meetings/appointments Web Chat Computer Telephony Integration Exam Staff (system) Handle email using SOPs and Update Account Record (case mgmt.) Email Customized Letter generation VOIP integration/recording Escalated task assignments
news20140218attachment2.docx