360° Platform for Call Centers: History, Email Marketing, and Interaction Auditing.
Within the campaigns module, we've developed features that allow us to record the results of each follow-up call using a form specific to each contact. We also record attribute values within the customer record that qualify and define the customer after a sales follow-up call.
Within vTiger CRM we have deployed the connector vTiger Asterisk Connector that integrates vTiger CRM with Asterisk en distribuciones Issabel to allow both the issuance of calls from the CRM such as receiving calls by raising a popup to link to the contact or client's file directly within vTiger CRM. In addition to this integration, we have programmed other integrations with third-party platforms that, through their event system, allow us to receive both the incoming call event and the outgoing call emission, and to log them in the contact's CRM record CRM.
These developments, along with the adaptations we have programmed for a module for managing Email Marketing commercial campaigns for sending mass email newsletters through the vTiger CRM Campaigns module, allow for linking with mass mail servers and managing the different HTML templates from the templates module to be used in a segmented way in each mass campaign sending to be executed and planned within this module.
Marketing and Email Automation Module
- 360° Contact Management: Centralization of the database with a unified view that includes complete history of interactions, emails sent, open rates, clicks, and chronological follow-up notes.
- Mass Campaign Engine (vTiger): Planning and execution of email marketing campaigns with direct connection to external SMTP servers (SendGrid, Amazon SES, etc.) to ensure deliverability.
- Dynamic Personalization: Real-time variable injection within HTML templates (Name, Company, Balance, Province, Assigned Agent) for hyper-personalized communication.
- HTML Template Management: Centralized repository of responsive templates, with the capability to upload, edit, and preview before sending.
- Deliverability and Send Auditing (or Tracking and Auditing of Sends): Total control over the campaign lifecycle: sending status, bounced emails (bounces), unsubscribes, and campaign effectiveness analysis.
Telephony and CTI Integration Module (Call Center)
- CTI Integration (Computer Telephony Integration): Native connection with the switchboard (PBX/VoIP) to manage calls directly from the CRM interface without the need for physical phones.
- Click-to-Call Functionality: Automatic dialing by clicking on the phone number in the client's record, eliminating dialing errors and saving time.
- Incoming Call Pop-up: Automatic client identification before answering. The system displays a pop-up window with the contact's key data and recent history upon receiving a call.
- Call Recording and Association: Automatic storage of call audio files within the client's record for quality control and auditing.
- Call Disposition (or Call Typing): System for the agent to categorize the result of the call (E.g.: "Sale closed", "Call back", "Not interested") with a single click upon completion.
Agent Productivity and Workflows
- Scripting (Sales/Support Scripts): Display of dynamic on-screen scripts that guide the agent during the conversation, ensuring compliance with regulations and quality in the discourse (or conversation).
- Task and Follow-up Management: Automatic creation of "Call Back" reminders synchronized with the agent's calendar.
- Tickets de Soporte (HelpDesk): Conversión de llamadas o correos electrónicos en "Casos" o "Tickets" para el seguimiento de incidencias, reclamaciones o soporte técnico post-venta.
Analytics, Reports, and KPIs
- Real-Time Performance Dashboard: Visualization of key metrics (KPIs) such as number of calls made, average handling time (AHT), emails opened, and sales closed.
- Campaign Effectiveness Reports: Comparison between email campaigns and telephone campaigns to measure ROI (Return on Investment).
- Control de Actividad de Agentes: Informes detallados sobre la productividad individual de cada operador (tiempos de conexión, número de gestiones diarias).
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