SiliconIndia CEO InterviewOct2014
Transcript of SiliconIndia CEO InterviewOct2014
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UNIFIEDCOMMUNICATION COMPANIES
InteractCRM: Accelerating the Customer Experiencethrough Next-Gen Technology SolutionsBy Kavitha G
Inthe extreme need to servetoday's demanding cus-tomers, contact centerssometimes fail to fathom
the crux of what constitutes trueCustomer Experience Manage-ment. Engineered to inculcatethe same lifeblood into contactcenters, ThinConnect ContactCenter, a Flagship platform froma U.S., headquartered companynamed InteractCRM, empowersclients to connect convenientlywith their customers across mul-tiple channels like voice, email,web chat, SMS and social chan-nels. The platform does not onlyhelp to route, personalize andcentrally manage all the com-munication, but also provides aunified agent desktop all runningwithin a browser.
Founded in 2002, Interact-CRM has been a leading Cus-tomer Experience Managementsolution provider. Living up totheir tagline 'Simplifying Cus-tomer Loyalty', InteractCRMendeavors to build their custom-ers as their brand. With a specialfocus on identifying businesschallenges within the customerservice domain and creating in-novative solutions to compre-hend those business woes, thecompany is fully-equipped withindustry know-how veterans whoare the towers of strength back-ing each Omni-channel solution.As a complete customer relation-ship management company, thebrand dives deep into the rootsof the clients' predicaments andunderstands them to cater their
needs. The solutions at the com-pany are accentuated by flexibil-ity and are set up to be integratedand deployed easily even intocomplex environments. Interact-CRM has built a strong portfolioacross 30+ global customers likelNG, Essent, Just Dial and ADP.
"Hosted solutions are be-coming more prevalent and youcannot retrofit an on premiseproduct and make it cloud ready.As a result, we have made surethat from the ground up our soft-ware is built as a multi-tenantcloud solution with zero desk-top foot print, which makes itfuture proof," affirms SnehalPatel, CEO, InteractCRM. Asan all-pervasive service, Thin-Connect Contact Center allowscustomer service agents to ac-cess a complete 3600 view intoall interactions across all modesof communication. ThinConnectfurnishes surround solutionslike multichannel callback andoutbound interactions that easesthe workload of the agents. Asa Global Partner of Avaya, thecompany also possesses a host ofAvaya skilled engineers to workon Avaya Contact Center prod-uct integration. Besides Avaya,ThinConnect also providespackaged integration into lead-ing CRM vendors such as Sales-force.com, Microsoft CRM, Or-acle eBusiness and SugarCRM.
Employee freedom deliversa better performance which isthe only metric of success. Inter-actCRM does not only provideflexibility in its services, but also
implants the same flexible environment whichencourages the employees to freely express theiropinions through an anonymous feedback ap-proach. The company also galvanizes its crewto push the envelope by providing a completeexposure to cutting edge technologies and busi-nesses that are spread around the globe. Witha strong belief in the .idea 'Work hard, Pattyharder', InteractCRM also provisions numerousfun activities and fitting rewards, recognizingthe pitch-perfect innovations. While most soft-ware companies in India mainly deliver turnkeyprojects and back office programming, Interact-CRM has been uniquely successful at designingand developing a world class branded enter-prise product that is used by marquee customersworldwide.
With offices in California, Mumbai,Ahmedabad and Netherlands, the brand is onthe threshold of establishing itself as the best ofthe breed technology provider in the customerexperience management space.1!iI
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