Cross-channel front-office

Personalize communication with customers through bpm’online bank customer center using a number of communication channels: website, call, branch, e-mail or social network. Engage with clients to maximize cross-selling and up-selling, evaluate customer satisfaction and manage all client requests quickly no matter what channel they came from.

Communication panel

Communicate with your team and customers directly from the system. Make calls, manage email, approve contracts and collaborate in the enterprise social network using the communication panel. All notifications are also here, so you will not miss any important event.

Emails

Manage messages from all your email boxes in a single unified environment. Each email can be linked to the relevant account, case or other object. Integration with MS Exchange and Google enables you to merge all your email boxes and keep track of the correspondence in bpm’online bank customer center.

Calls

 

Make and receive calls directly in the system. Access complete call history in the communication panel, set up quick dial to call your favorite contacts. Keep track of your calls and link them to relevant system objects in order to obtain a complete history of interactions with customers. In addition, bpm'online users can make calls and even video calls to other system users completely free of charge!

Self service portal

 

Bpm’online bank customer center offers all the necessary tools for your customer self-service portal: capabilities to report a case, monitor resolution process and provide instant feedback on the quality of service. Bpm'online customer portal helps your customers to keep up to date on company news and all services provided as well as find answers to their questions in the public knowledge base.

Enterprise Social Network

 

Enterprise social network enables employees to better engage, collaborate, and share information. Sign up for updates from different channels, projects, or contacts. ESN allows users in different departments, business units, and geographies to discuss cases and solutions, share best practices, get answers to questions, ‘like’ or comment on posts, thus increasing employee engagement and productivity.

Analytics

 

Analyze productivity of service staff based on their tasks, emails and phone calls and track the dynamics of customer communications. You can also analyze a number of consultations per request or compare the average duration of consultations depending on service type and category of request. All graphs and dashboards are easily configurable, which helps to control and improve the service quality and enhance agents’ productivity.