As demand for a company’s products and services grows – the volume and complexity of questions coming into the contact center rapidly increase. Customer questions enter the enterprise from multiple channels, and the data to help answer these questions come through many different systems and technologies. In the end, a CRM solution is called upon to get the job done. However, CRM systems were not designed for customer service interactions, but were created for customer management. This makes it increasingly difficult for contact center agents to effectively answer customer questions, resolve calls the first time, and lower average call lengths – all critical activities to deliver the best service experience possible.
EXALEAD OneCall is the answer to overcome these challenges, being purposefully designed for busy contact center agents and managers who operate directly on the “frontlines” interface between a company and its customers.
As a complementary solution to your existing CRM, EXALEAD OneCall unlocks the value of data and information spread across company systems, liberating your contact center agents to engage customers in ways previously not possible.
At EXALEAD, our goal is SIMPLE: Deliver the right information, at the right time, and in the most intuitive way possible directly to the agent’s desktop – allowing you to dramatically improve agent-to-customer interactions, retain more customers, and grow your business more profitably!
Considering a full CRM upgrade? Let us explain how we can help! Learn more
Recently upgraded your CRM system but want more? Let us explain how we can help! Learn more
Don’t have a CRM system? No problem! Let us explain how we can help! Learn more
Explore more about EXALEAD OneCall below...
EXALEAD OneCall vs. Existing CRMs Why EXALEAD OneCall? Can’t we just upgrade our existing CRM system? Learn more
Agent Desktop How can all relevant information about the customer and the products we sell be brought directly to my desktop in a simplified way? Learn more
Manager Assistant Is there a more efficient way to operate the contact center while achieving aggressive company growth goals? Learn more
Key Differentiators What are they? Can they really help my business? Learn more
The EXALEAD OneCall Difference…
Designed for busy frontline agents
Achieves true customer conversations
Turns customer service interactions into engagements
Transforms agents into business service sellers
Promotes greater job satisfaction
Complements CRM systems
Agile and adaptable
Powerful discovery & analytics capabilities
The EXALEAD difference…
Deep business knowledge
Customer service focused
Proven, secure platform
Data discovery & visualization
Unique semantic capabilities
Big data expertise
350+ global customers
We chose EXALEAD OneCall because we think it can help us achieve our goal of leveraging the massive amount of data within our company, whatever the format or the location, and efficiently aggregate it with Web data and external sources, providing our users easy-to-use operational dashboards and analytics in a very short timeframe.
Paolo Ferrara, Deputy General Manager, Digicamere
EXALEAD has helped us meet the demands of a rapidly-expanding customer base without needing to augment support staff. Our average case closure time has been significantly reduced, and fewer cases are reopened.
Matthew Geise, Senior Director of Services Technology, Jaspersoft