Case Study: Generation Direct, Inc.
Generation Direct is an outsourced call center service bureau
delivering a range of call services including lead generation, appointment
setting and market research. As an outsource specialist sharing data with their
clients remotely was very important. Additionally, managing quality of service,
training and internal productivity was crucial. They wanted to capture call
recordings and dynamically associate them to the appropriate database record
that was called. Furthermore, make those call recordings accessible for review
over the Avologi system.
Challenges and Customizations
Challenge: Recording calls and associating them to the right database
record in SalesCycle.NET for later review over the Internet internally and
externally.
Customization: Because of the call recording need and the issues of
moving large files over the internet it was a must to make this an onsite
implementation. We loaded SalesCycle.NET on Generation Directs’ servers
giving all of the functionality inherent to SalesCycle.NET . We then developed
a custom solution for recording phone calls at a desktop level and move them
across the network to the servers. The end result was the Generation Directs’
management team could listen to phone calls associated to the right account and
contact record. This functionality was also then accessible by all of their
clients by simply logging into the SalesCycle.NET system and reviewing
calls over the computer with a sound card and speakers. The implementation was
a success and the company has leveraged the technology to differentiate
themselves in their market.
Challenge: Giving access to a variety of clients into the
SalesCycle.NET system and providing different views to internal
management vs. external clients and partners.
Customization: No customization was needed for this to be accomplished.
We simply assisted Generation Direct in administration of SalesCycle.NET to set up
different permissions based access and this addressed the need to differentiate
user views based on rights in the system.
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