CONSUMER CARE - BASE PRODUCT FEATURES Business Process Dialogues Develop scripted communication plans that drive effective consumer interactions. Design interactions to profile consumers and collect the information required for successful resolution of consumer issues. Interactive Voice Response (IVR) Offer self-service solutions integrated with CRM business processes, increasing the responsiveness of your organization while reducing the cost. Call Recording and Quality Monitoring Record calls and integrate with the data collected during the call to perform effective quality monitoring programs. Consumer Case Management Track, assign, escalate and resolve consumer requests and issues. Intelligent Solution Advisor Quickly obtain accurate solution search results that are scored and ranked by relevancy, using either natural language processing (NLP) or keywords. Product Knowledgebase Develop a knowledgebase of information to assist agents in the accurate resolution of a consumer question or issue. Telephony Integration Call handling processes, such as call pickup, hold, record, mute, integrated into the consumer affairs agents CRM workspace. CRM screen pop driven from inbound calls. Integrated Replacement Fulfillment Integrated fulfillment of replacement coupons and reimbursement checks. Integrated Data Management Automated data imports and extracts to in custom formats. Data cleansed using industry standards and data augmented with address validation services. 360 Degree Consumer View Visibility to all previous consumer interactions allowing easy access to information. CONSUMER CARE - OPTIONAL PRODUCT FEATURES Quality Analytics Custom analytical tools that enable analysis of product quality. Real-Time Consumer Satisfaction Integrated and automated consumer satisfaction processes. Query the consumer for their opinion with an immediate survey following their interaction with the consumer affairs agent. Consumer Marketing Analytics Custom analytical tools that enable analysis of consumer demographics and buying tendencies. Marketing and Sales Integration Integrated database enabling marketing and sales CRM tools to be used to drive follow-up interactions with the consumer. Intelligent Solution Advisor A knowledgebase tool set customized to include product and symptom information to provide real-time solutions.