Complete solution for all your needs
With GaleStream Call Center CRM Package, you can ideally handle large loads of both incoming and outgoing calls and easily manage your customer relationships. Design your own inbound and outbound campaigns, assign various campaigns and/or tasks to specific agent groups, define priorities for campaigns, agents and agent groups. Balance the tasks between Administrators, Supervisors and Agents, or even between different agents (agent groups), by differentiated permission and oversight settings. Make your agents more productive with an easy-to-use, intuitive program interface and equip your supervisory personnel with all the management tools they need. Also, create telemarketing offer templates for your contact center agents and the web simultaneously; reach out to your customers not only through phone, but also using automated, fully customizable e-mail and postal communication tools.
Cutting-edge call center technology
Our advanced Voice over IP (VoIP) technology offers great quality of connection and the convenience of affordable hardware. Enhanced contact center capabilities such as predictive dialing, automatic call distribution, interactive voice response and skill-based or priority-based intelligent routing save your time and money, meanwhile making workforce management much easier and more efficient.
Development environment
As the Administrator, you decide exactly how your system elements look and work and you make them. Create your own database objects and tables, define object attributes, customize table layouts and reports, design the program interface for Agents, Supervisors, and Administrators. GaleStream Call Center CRM Package’s development environment makes it just the right software just for your company! You can do it yourself or order our specialists to customize the software precisely according to your specific needs. Where traditional call center and CRM applications required skill-specific programmers and long development cycles, GaleStream Call Center CRM Package’s point-and-click customization capabilities bring your tailor-made solution just a few clicks away. Click to add a field in your database entries, change a layout or create/modify a performance report, and much more...
Full data integration
A combined call center and CRM solution, our software fully integrates your customer data for a better customer service experience. Access data from different sources at a single point when you need it, in the form and substance you define. Whether your agent is reaching out to a prospective customer to generate leads or servicing an inbound customer service call, he/she has instant access to the customer’s current profile and the complete history of customer interactions and service issues. This helps your agents make just the right offers and generate more leads, or service the customer faster, better and more up-to-the-point. Keep your customer data current with automatic or agent-performed updates, scheduled at a frequency you desire. The GaleStream Call Center CRM Package also has the capabilities to integrate with other types of enterprise data and your general business software, as well as the enterprise network.
Enhanced call handling
With its advanced call analysis capabilities, GaleStream Call Center CRM Package automatically detects busy signals, calls with no answers and answering machines. Thus, only successful calls are routed to agents, allowing them to handle more “real” calls per time measure. Voice messaging features are available to leave personalized pre-recorded messages on answering machines and voice mails. Inbound calls are handled more efficiently through customized voice menus and speech recognition capabilities; skill-based routing and call forwarding features are designed to leave your customers yet more satisfied with your service. Optimized call disposition menus allow you to earmark successful calls, follow up on “call again” customers, as well as maintain “best time to contact” and “do not call” lists for customer comfort and regulatory compliance.
Call coaching
Make your call center and customer service agents a better asset by allowing them to collaborate and learn on-the-job. Call coaching is available for your inexperienced agents through real-time instant messaging, where they can turn to your top-rank agents or supervisors for advice at the very moment they are processing a call.
Scheduled tasks
To strengthen and maintain your customer relationships, it is important to follow up on any prospect that may turn to a profitable lead. Schedule automated call-backs to customers, arrange meetings or fulfill information requests through GaleStream Call Center CRM Package’s scheduling, task automation and reminder modules.
Database management
Build a customized database for your call center: define objects, attributes, listing priorities, sources and appearance. Create and assign groups, sort and filter data according to specific needs of your campaign, analyses or reports. Set and revise data update procedures, whether manually or automatically.
Call monitoring and recording
All your inbound and outbound calls can be recorded, logged and accessed in the future for monitoring, analysis or troubleshooting. Real-time call monitoring features are available for your supervisors, who can listen to agents’ calls as they are processed, intercept and re-route calls if necessary.
Logs and reporting
While GaleStream Call Center CRM Package’s call logging allows your supervisors to assess and evaluate your agents’ performance in real time and on-the-spot, our comprehensive reporting features and activity logs offer you the complete range of tools to track workforce productivity, lead generation, the quality of customer support and maintaining customer relationships. GaleStream Call Center CRM Package’s reports are fully customizable and can integrate as much CRM, call center or management-related information as you choose, to give you a better look at agent productivity, lead generation or profitability issues.
Time zone management
Contact your customers at times convenient for them depending on their time zone; set scheduled tasks to automatically adjust for customer's time zone location.
Reliability, scalability and change management
To ensure the flawless operation of your contact center, we offer alternate back-up servers and alternate VoIP providers for effective workload balancing, operational stability and data redundancy, as well as real-time disaster recovery. Our software is fully customizable not only in terms of functionality and features, but also in terms of size and organizational structure, to make it better serve your dynamic and changing needs. Never before has call center or CRM software been so easily adaptable to change such as expanding the size of your call center or customer base structure, or changing the form and substance of business operations.
Full technical support any time, anywhere
Once you make a decision to purchase our software and services, our technical support will be with you anytime, anywhere and walk you through any installation and operation difficulties. We offer you complete guidance (both user/administrator manuals and personal contact) throughout the phase of introduction of our system at your organization, on-site training of administrative personnel and agents upon request, as well as real-time technical support through our web chat for your active agents at any time your call center is operating.