2. WHO WE ARE
• 360'CRM is a CRM professional services and intellectual
property provider of call center solutions, specialized in
assisting clients to optimize their unique customer
experience opportunities and achieve maximum channel
performance.
• 360'CRM's innovative IT solutions enable measurable
“Customer Experience” improvement as well as bottom-line
efficiency gains across the enterprise value chain; from
initial Customer Contact through End-Results Reporting
• We leverage 30 years of “Real World Call Center
Experience”, dynamically improving small, medium, and
large enterprises' direct marketing endeavors for our clients
in diverse vertical markets
3. Product/Service Spectrum
Advisory and Consulting CRM Business Applications IP Telephony Network Architecture
Consulting Products Products
• Leveraging 30 Years “Best Practice • Navigator: Intelligence Driven • 360 Telephony Platform: PBX,
Experience” into Contact Center Sales/ Service CRM Predictive Dialers
Technology Solutions
•InSight™ : Channel Performance •360 Voice & Data Digital
• Solve complex Customer - Centric Intelligence Platform Recording: Blind Monitoring
challenges for clients in diverse
vertical markets •360 QAS: “Web-Enabled” Quality •Contact Center Virtualization:
System Hosted Technology
Advisory Services Services Services
• PACE Audit Advisory • Solutions Integration and • Partner Campaign Management
• Best Practices Studies Provisioning • Independent Third Party
• RFI / RFP Analysis • 24/7 Help Desk Support Quality Monitoring
• InterMedi@ Marketing and • Script Writing
strategic BPO partners
4. CHANNEL PERFORMANCE MANAGEMENT
InSight Channel Performance Intelligence Suite is the only
solution the captures valuable information (data) from virtually any
disparate, siloed data source and presents in full, aggregated,
Enterprise level to Transaction level presentation
Drill-down and compare Marketing Performance, Sales
Performance, Service Performance even Vendor Partner
Performance all in one unified application. Customer facing
managers and executives will execute Sales and Service strategy
seamlessly.
Coordination and Collaboration between Marketing
Professionals and Procurement Professionals with their Sales
and Service counterparts with regards to performance results
are instantaneous within InSight.
5. Channel Performance
Management
Analytics
Campaigns
Drill-Down
Quality
Aggregate Direct Mail
Assurance Sales / Service Target
Trending Television
Agent Customers
Radio Telesales
LOB Roll Up Scoring
Newspaper Compliance Teleservice Consumer
Segmentation
Skills Business
Benchmarking Google Click -To- Chat
Adwords Proficiency High Value
Slice & Dice
E-Mail CSAT Scoring Outside Sales Adverse
Forecasting
Automated Social Media
Transaction
Messaging
Detail
6. POWERFUL INTERCONNECTIVITY
InSight’s powerful sourcing and
standardizing methods creates
accountability by providing accurate
recognition of Sales and Service
Performance activity from your customer
facing channel
Performance data residing in siloed
predictive dialers or switches can be
imported into InSight
Agent Performance data residing in
fragmented CRM systems can be imported
into InSight
Enterprise Billing/Processing Systems
Data can be imported into InSight
360 0 View Of Sales and Service Performance
7. INSTANT CHANNEL COLLABORATION
InSight has the capability to not
only coordinate disparate channel
management data into one
centralized platform, but also
provide instant collaboration
between ownership stakeholders
within operations departments,
marketing departments,
procurement departments, etc. in
order to better coordinate overall
performance within Customer
Facing Channels
8. PERFORMANCE MANAGEMENT DEPLOYMENT
InSight Channel Performance Intelligence Suite
can be deployed in several Customer - Facing environments
Inbound / Outbound Online Chat
Teleservices
10. CHANNEL PERFORMANCE MANAGER
“ROC”
Marketing Professionals need a complete picture of their
marketing strategy, how their strategy translates into
actual sales and service execution within customer facing
channels, and daily validation to measure the
effectiveness of their strategy in order to recalibrate and
relaunch marketing objectives at a movements notice
InSight Channel Performance Manager gives
Marketing Professionals the ability to execute marketing
strategy instantly into customer facing sales and service
channels, proactively monitor campaign effectiveness,
and receive actionable feedback during campaign or
program durations, everyday
Marketers can launch new products into the Customer
Facing channels at unparalleled speed through InSight
Marketing Performance Manager
11. MARKETING CHANNEL MANAGEMENT
Marketing Management Features within Channels:
Product Offer Management
Geographical Buying Pattern Management
Marketing Spend Forecasting
Target Market Buying Patterns
Target Audience Buying Pattern
Accelerated Campaign “Time to Market”
Budget “Goal-to-Production” Variance
Automatic campaign or program “alerts”
12. SALES PERFORMANCE MANAGER
InSight Sales Performance Manager provides
full, aggregated, Enterprise level to Transactional
level presentation of sales performance. Sales
Professionals now have a tool that can expose
trends, correlations, and patterns across your
customer facing sales channels that would go
undetected using traditional reporting methods
With InSight Sales Performance Manager, your
sales enterprise will be able to execute sales
strategy quickly across sales teams. Analysis
multidimensional Sale Performance data within
data view.
Insights' powerful sourcing and standardizing
methods creates accountability by providing
accurate recognition of sales and marketing activity
13. SALES PERFORMANCE MANAGER
InSight Sales Performance Manager Feature
Multi- Dimensional Sales Analysis
Prebuilt Sales metrics plus unique “business” metrics
“On-The –Fly” user defined sales metrics
Instant Sales Stage Process deployment to channel
Sales Disposition Performance results
Time Of Day Calling Analysis
Agent-Specific Performance Analysis
Compliance Assurance ( DNC List Scrub Integration)
Aggregated Performance Results : Transaction to
Enterprise
14. SERVICE PERFORMANCE MANAGER
InSight Service Performance Manager
provides full, aggregated, Enterprise level to
Agent level presentation of service
performance. Customer Service Professionals
now have a tool that can expose trends,
correlations, and patterns across your
Customer Service channels that would go
undetected using traditional Business
Intelligence tools
With InSight Service Performance Manager,
your sales enterprise will be able to execute
Service strategy quickly across Customer
Service enterprise. Analyze Multidimensional
Customer Service Performance data in any
data view.
15. SERVICE PERFORMANCE MANAGER
InSight Service Performance Manager Features
Multi- Dimensional Service Analysis
Prebuilt Service metrics plus unique “business” metrics
“On-The–Fly” user defined metrics ( Logical Operator )
Instant “Goal Recalibration“ deployment to Service Agents
Net Promoter Score Performance results
Time Of Day Calling Analysis
Agent-Specific Performance Analysis
Aggregated Performance Results : Transaction to
Enterprise
16. LINKING ALL STAKEHOLDERS
Hello, I’m in Hello, I’m in
Marketing Procurement
Hello, I’m in Hello, I’m in
Customer Quality
Experience Assurance
Hello, I’m in
Contact Center
Operations
(Sales/Service)
17. THE BENEFITS OF INSIGHT
360’CRM designed InSight provides true
InSight with rigorous clarity, depth,
data standardization coordination , and
methods. All data comes coordination on overall
from it’s source… channel performance
Untouched….
Unmanipulated
InSight creates
InSight exposes trends, “Management by
correlations, and patterns Exception” capabilities
that would go undetected so that less managerial
using traditional reporting resources are needed to
tools, including cross- be spent validating
validation of multiple accuracy of Customer
campaigns within multiple Facing Performance and
customer-facing channels compiling reports
18. THE BENEFITS OF INSIGHT
360’CRM designed InSight provides true
InSight with rigorous clarity, depth,
data standardization coordination , and
methods. All data comes coordination on overall
from it’s source… channel performance
Untouched….
Unmanipulated
InSight creates
InSight exposes trends, “Management by
correlations, and patterns Exception” capabilities
that would go undetected so that less managerial
using traditional reporting resources are needed to
tools, including cross- be spent validating
validation of multiple accuracy of Customer
campaigns within multiple Facing Performance and
customer-facing channels compiling reports
19. THE BENEFITS OF INSIGHT
360’CRM designed InSight provides true
InSight with rigorous clarity, depth,
data standardization coordination , and
methods. All data comes coordination on overall
from it’s source… channel performance
Untouched….
Unmanipulated
InSight creates
InSight exposes trends, “Management by
correlations, and patterns Exception” capabilities
that would go undetected so that less managerial
using traditional reporting resources are needed to
tools, including cross- be spent validating
validation of multiple accuracy of Customer
campaigns within multiple Facing Performance and
customer-facing channels compiling reports
