Ignify Unveils New CRM Call Center Extension

0
7

Share on LinkedIn

New Platform Delivers One Click Incident Prioritization and Customer
Management to Contact Centers

Los Angeles, CA – October 5, 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.

About Ignify
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.

###

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.

ADD YOUR COMMENT

Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here