Wittel

RELATIONSHIP AND EFFICIENCY MANAGEMENT

In turn, customers should have the inherent freedom of mobility and convergence of information to choose the channel in which it wishes to establish its relationship with the company: by telephone, SMS, MMS, e-mail, internet chat, fax, letters and even presence.

Aiming to handle these questions, the CRM and Customer Care solutions offered by Wittel provide a simple interface for assistance.These interfaces can operate as a screen solution with single logins reducing the need for multiple systems while at the same time preserving the investment in legacy systems. In addition, CRM and Customer Care solutions offered by Wittel collect all information in a portal for the agent to easily access, allowing agents to operate in a manner best suited to the business, configuring the tool according to the needs of each customer, considering history, preferences and trends, increasing revenues through more efficient cross sell and up sell processes. This solution can also be coupled to Business Intelligence solutions, providing differentiated and real time information for operation administrators.

Wittel is ready to satisfy the market demands by suggesting detailed advisory processes,with the experience of professional services and partnerships with echnology companies recognized as global leaders in the marketplace.

Wittel Relationship & Efficiency Management solutions include:

CRM and Customer Care

Regardless of the channel, customers should receive assistance in a consistent and efficient manner. Having an assurence that the correct information is always available for the agent in a simple, easy and adequate manner in order to satisfy the customer's need in the best way is of extreme importance to any company with a customer service function.

However, many times the existence of multiple systems results in an inadequate response time due to difficulty in search for information and gaps in processes. This causes significant dissatisfaction among the customers that have long wait times before an agent can begin to the service their request.

Wittel's CRM and Customer Care solutions provide a simple assistance interface, oriented to business and sized according to the needs of each client.

The CRM and Customer Care solutions offered by Wittel enable different organization with an efficient and simple manner to manage customer relationships. Wittel’s solutions go beyond a single management solution focused on a client and can include business partners, representatives, vendors and employees, elucidating the xRM concept.

Wittel's solutions increase business efficacy of our customers, including Contact Centers with Customer Care solutions.Screen systems and single logins that preserve the investment in legacy systems, Customers in the financial services industry with Asset Management, Wealth Management solutions and Charging Administration, Customers within the Healthcare, Human Resources and other industries.

These technologies can also be associated to Business Intelligence, Dynamic Decisioning, Analytics, URA and CTI solutions to allow for differentiated assistance for each customer, taking into consideration its history, preferences and trends.Wittel’s solutions provide administrators with the potential to increase revenues with cross sell and up sell processes that provide more efficient and customized assistance, with the added benefit of access to consistent, integrated and real-time information for more efficient decision making.

Dynamic Decisioning

Customer care should be configured independent of the size and purpose of the Contact Center. Customization does not only mean identification of the customer in a database but also proactive identification of customer needs and the reason for its contacts.

The customer, in turn, has in its favor the freedom of convergence and mobility in choosing through which channel it would like to establish or maintain its relationship with the company, among which are cellular or wireline telephones. SMS and MMS, e-mail, internet chat, fax, letter or even by presence.

Dynamic Decisioning Solution (DDS) can unify information and interactions with clients through multiple relationship channels. Enabling navigation histories in any of these channels to be converged in a single strategy or interaction policy whichever is the need. This helps business areas and IT provide better assistance to their respective clients and offers transparency for compliance and regulatory purposes.

Through a detailed advisory process and with the expertise of the professional services, added to the technology of companies renowned in this segment, Wittel offers a wide range of solutions for a Contact Center, from internet assistance with e-mail and chat through complex multi-channel / multimedia intelligent routing systems between different sites with IP technology to sophisticated rules integrated in ERPs.