Cloud-Based Customer Service CRM

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Every business wants to get customer service solutions and data into the hands of contact center personnel quickly, effectively, and productively, without massive infrastructure or resource spending.

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Cloud-Based Customer Service CRM

  1. 1. Cloud-Based Customer Service CRM EGAIN A LEADER IN THE 2013 GARTNER MAGIC QUADRANT FOR CRM WEB CUSTOMER SERVICE APPLICATIONS
  2. 2. Do you know  Cloud-based CRM is nearly  A billion dollar industry and analysts agree that it’s poised for tremendous growth in the next few years.  Over the last few years, the term has changed, from “hosted” to “on-demand” to “SaaS” and now “cloud,” one thing that has not changed is the need.  Now, every businesses want to get customer service solutions and data into the hands of contact center personnel quickly, effectively, and productively, without massive infrastructure or resource spending.
  3. 3. Cloud for customer service CRM  Cloud for customer service CRM stands for “cloud customer relationship management” which essentially refers to any cloud-based technology that streamlines and harnesses a company’s customer data for improved customer service and overall revenue.  Need, of Cloud for customer service CRM is Great for the “practice and perfect” approach, cloud applications that can become “training wheels” for businesses, allowing them to incrementally implement and fine-tune CRM initiatives and maximize the odds of success.
  4. 4. Advantage to Industry  Quick ROI  Besides the speed of deployment, another benefit of cloud CRM solutions is that they offer quick ROI  Cloud software a good fit for innovative, customer-focused organizations whose main goal is to adapt and respond to changing customer needs.  Flexibility and scale on demand  With good cloud CRM software, it is easy to add users, interaction channels, capabilities, and integration, all on demand.  Refine the system based on feedback from existing users and changing market demands.
  5. 5. Different flavors of cloud-based CRM  SaaS: Web-based hosted software accessed on a subscription basis.  Private Hosting: Hosted solution set up by vendor, and controlled, managed and maintained by the customer.  Managed Service: Hosting and management of traditional customer-owned on- premise solutions deployed by vendor.  Hybrid: Some channels on-site and some in the cloud.
  6. 6. Essentials of Cloud-based Customer CRM  Track record: A provider with a long history of successful deployments with companies your size, who isn’t new to the cloud or deployment of cloud-based solutions.  Flexibility: Company should have proven record with hosted and on-site deployments, and has experience bringing a hosted solution on premise, and adding new service channels.  Ease of integration: A solution that leverages your existing cloud-accessible data as easily as its own, through pre-built integrations, and integrates this information into your service process.  Security and uptime: Make sure the vendor you choose can guarantee secure, reliable access to software and critical customer data.
  7. 7. Risk-free innovation in the cloud  A great way to determine which improvements will immediately add tangible business value. eGain SLaaS provides a powerful, risk-free model for rapid innovation:  Try out new ideas in the cloud  Pay for value  No lock-in  Move seamlessly to a traditional model of your choice upon success
  8. 8. Conclusion With budgets still tight and the need for service innovation growing, demand for cloud-based customer service CRM solutions has never been greater.
  9. 9. Thank You Address: 1252 Borregas Avenue Sunnyvale, CA 94089, USA Contact: +1 408-636-4500 +1 888 603-4246 To know more visit: http://www.egain.com
  10. 10. Thank You Address: 1252 Borregas Avenue Sunnyvale, CA 94089, USA Contact: +1 408-636-4500 +1 888 603-4246 To know more visit: http://www.egain.com

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