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| CRM Customer Service |
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| Quick
Access to Customer Information |
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| Track
Issues and Resolution |
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| Schedule
Appointments |
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| Reason
Codes and Audit Trails |
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| Return
Merchandise Authorization (RMA) |
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| Track
Shipments directly from orders |
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| Customer
Detail Center (One View History) |
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| Add/edit/hold/rush
order items |
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| Manage
and personalize Auto-Ship Programs |
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| Manage
multi-pay billings |
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| Playback
Call Recordings |
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| Order
Processing |
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| Multi-Channel
Order Imports |
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| Supports Multiple Processing Accounts |
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| Supports Multiple
Payments & Payment Plans |
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| Real-time
Credit Card Processing |
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| Exchange
fulfillment data with popular Shippers and Fulfillment resources |
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| Exports Media Results to Advertising
Agencies |
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| Automated
Auto-ship/Continuity Processing |
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| Batch ACH Check Processing |
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| Declined
Payment Resubmission |
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| Releases
Orders on Hold |
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| Human
Resources |
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| Calendaring |
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| Secure roles and permissions user profiles |
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| Training area for
up-to-date Promotional Materials |
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| Individual Agent Performance Reports |
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| Time
Card features to Track Payroll |
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| Track
Commissions for Employees |
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| Real-time Employee
Performance Reports |
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| Manpower
Forecasting 24/7 |
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| Sales |
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| Collect and validate
demographic information |
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| Automatically computes sales tax and
discounts on orders |
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| Accept
credit card and checks with complete validation |
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| Keep lists of customers, contact information,
and detailed notes |
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| Cross-sell, Up-sell,
Add-ons, and Rush Shipments |
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| Script enforced Entry Screens |
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| Telemarketing Scripts
with FAQs |
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| Agent
Access to Commissions |
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| Call Forecasting
24/7 |
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| Surveys |
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| Campaigns |
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| Sources |
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| Product
Offers |
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| Cross
Selling & Up Selling |
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| Custom
Fields |
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| Payment & Shipping
Options |
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| Surveys |
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| Call
Dispositions |
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| Outbound
Call Queues |
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| Key
Performance Indicators |
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| Return
on Investment Reporting |
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| Reports |
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| Advertising
Reports |
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| Sales
Reports |
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| CRM
Customer Service Reports |
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| Campaign
Performance Reports |
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| Processing
Reports |
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| List
reports |
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| Agent
Performance Reports |
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| Auto-ship
Continuity Reports |
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| Export report data
to PDF and other file formats |
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| Export report data to Microsoft® Excel |
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| Commission
Reports |
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| Agent
Real-time Performance Visualizer |
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| Time
Card Reports |
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| Call
Reports |
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| (ROI)
Return On Investment Reporting |
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| Resource
Management |
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| E-mail Notifications |
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| Outbound Call Queues |
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| Auto-ship/Continuity |
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| Royalties |
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| Call Dispositions |
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| Toll-Free Number Management |
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| Call Recording |
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| Caller Screen Pop |
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| Campaign Dashboard |
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| Agent Performance
Visualizer Dashboard |
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| Dropped Call Outbound
Queuing |
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| Media Schedule Import |
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| On-Line
Call Collector™ |
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| Calls In, Answered,
Dropped, Short, and Service Level |
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| Blended Call and
Order Reporting |
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| Campaign Performance
Dashboard |
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| Call Reporting with Ring Time and Talk
Time |
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| Call Dispositions |
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| On-Line
CTI™ |
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| Agent
screen pops |
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| ANI
(Caller Id) Automatically loads Customer and Order History |
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| Toll-free
Number Automatically loads the proper Campaign Script |
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| One-Click
Outbound Dialing |
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| 3rd
Party Web Services Options |
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| ACD
Login and Logout |
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| Answer
incoming calls and release calls |
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| Transfer,
On Hold, Conference, Speed Dial |
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| Actions
can be taken based on type of call or caller |
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| Launch
3rd Party Applications |
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| Fully
Moveable, Docking, Collapsible Soft-Phone |
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| On-Line
Recorder™ |
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| Start, Stop and Pause
Call Recordings |
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| Automatic Recording
file Compression |
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| Playback Call Recordings
from any computer |
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| Search, download, and playback calls
in our Recording Search area |
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| Archive or Delete Recordings |
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| Control Panel for Retrieval Settings |
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| Automatically Start and Stop
Recordings when used with On-line CTI |
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| On-Line
Report Server™ |
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| Web based client
access through your existing website |
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| Secure Windows Authentication |
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| Administrative Console
for Client Configuration |
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| Select only the Reports you want each
Client to view |
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| Control Data Refresh Interval
for each Client |
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| Creates FTP site
for Uploading and Downloading of files |
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