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		VisionLog
		VisionIVR
		VisionPDS
		VisionCRM
		VisionCTI

VisionCRM Customer Relation Management

We served for Top-Tier Clients

VisionCRM are essential Customer Relation Management Platform for your success, as they significantly enhance your Call Management System through tailor designed software according to your business requirements.

System Management

Operator Management
Add or delete operators' information.

Authority Management
Provide different authorities to operators and generate various combinations basing on different working time, project and agent group.

Operating Log
Store essential process such as operator, operating time into operating log. System administrator is allowed to make access to related information, which includes more than log in, log out, modify operators' information, and ready, not ready, break, meeting, training, on the call, in the conference, after call status, average call handling time, PC terminal activities, etc.

Data Backup
System administrator is able to setup backup mode, backup cycle, and backup target, backup destination, backup media control, backup scheduling, backup password, etc.

System Warning
Monitor system resources to warn automatically of storage shortage, illegal invasion, and connection failure, email alarm, voice alarm, SMS alarm, Call alarm, etc.

Market Management

Client Management
Administer existing clients and leads information with consummate client database (name/address/telephone number, track leads status, call status control, quality measurement, etc.) and project record. Generate VIP clients in accordance with service duration and so on. VIP clients' calling are prioritized and transferred to advanced agents. Enable client credit and charge management to avoid financial risk.

Contact Management
Manage contact personnel data such as stock manager, department manager and president.

Product/Service Information
Product database is provided with classified browser, search engine, edit, multimedia profile, commercial specification etc.

Channel of Distribution
Manage information about various channels of distribution (franchiser, agent, filiale, etc.) and distribution achievement.

Distribution Knowledge Base
All kinds of product information, common problems, market information, etc are stored and supervised. Add, modify, index is available to help agents in making real-time suggestion to clients. also manages text module such as contract, order form, project plan, keyword search, index management, etc.

Working Script
Distribution personnel are enabled to communicate intelligently with clients under the suggestion of working script.

Order Form Producing
Automatically produce order forms after the clients confirm the purchase on the Internet or through agents. Manage and keep track of the order form and consignment status to facilitate the inquiry.

Return Visit Management
Add return visit reminder into system when necessary.

E-mail
Issue plan book and quotation to clients, may also collect promptly e-mails in the system.

Marketing

Activity Management
Formulate the marketing campaign expense and the personnel plans in accordance with the needs of marketing campaign template. Provide appraisal function basing on the assessment standard.

Market Investigation
In accordance with the concrete need of market investigation, adjust the relations between the question and the answer through the investigation management function: single choice/multiple choice and so on, and provide the market investigation based on the Internet. Record each telephone or the Internet investigation result and provide the nimble statistical function.

Market Knowledge Base
Manage each kind of product information, price information and market material. Provide the marvelous function of increase, revision and index. Agents may use the level structure and the search engine provided by the knowledge base to answer fast and effectively all kinds of questions of the clients.

Competition Management
Manage competitor's data, like the market holds, the local situation and so on.

Customer service

Service Request Management
Service request includes maintenance, goods returning, suggestion and so on. Accept the customer and the partner's service request, and track each processing stage (for example, accept -> retransmit to corresponding department -> achieve agreement with customer in respect of processing means -> in processing -> customer approval -> processing finished). The system also may assign the service request to the corresponding personnel in accordance with location, skill request, working load and so on. The system also records the processing quality of the service request (response timeliness, customer satisfaction).

Customer Service Knowledge Base
Manage various kinds of product information, frequently asked questions; provide swift increase, revision and index function. Agents may use the level structure of the knowledge base to answer all sorts of customer's questions fast and effectively.

Work Plan
Provide initiatively work plan service to clients; for example, offer free maintenance on holiday or the client's birthday.

Service Agreement
Manage the purchase or service agreements signed with clients, regard it as the reference. Especially in the case of the compensated service, prompt understanding of service life and scope is needed.

Data Analysis

Sales Analysis
The sales situation (in accordance with time interval, area, sales group, Sales process management, pipe line management, account profiling, opportunity management, sales professional evaluation, etc.) analysis; Carry on the sales forecast in accordance with the historical data and the forecast model. Seeks the relations between the purchased commodities.

Market Analysis
Carry on the effective classification to the client group and develop big clients. Analyze the marketing campaign result; appraise the marketing campaign and the marketing strategy result to promote the effective management and the control to the market behavior.

Client Analysis
Analyze the existing/potential clients, like client satisfaction and loyalty, client value appraisal and so on.

Achievement Analysis
Analyze working efficiency of the agents/present service personnel and enable the effective staff assessment of the company.

The Call Center Function

VisionCRM™ has a very powerful call center function, which enable the agents to realize complicated call function. It integrates closely the clients' data in the system, and enhances enormously the working efficiency of the operator. These functions include:

Calling Number Display
Telephone Route
Telephone Reply
Connection Elimination
Telephone Consultation
Auto Staff Number Confirmation
Auto Client Information Display
Simultaneous Call/Data Transfer
Blind Transfer
Call Holding/Re-answering
Agent Status Setup
Teleconference
One-Step Conversation
DTMF Code Transmission
Announcement
Call Monitoring
Forcing Call Disconnection
Forcing Call Transfer
ACD Inquiry
Agent Inquiry
Out Dialing

VisionLog

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VisionIVR

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VisionPDS

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VisionCRM

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VisionCTI

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