CoRuM is a Web-based CRM (customer relationship management) package targeted at small and medium sized call centers that require transparency between the customer and the CSA (customer service agent). A complete record of the customer interaction, be it e-mail, fax or chat, is maintained in the database. The CoRuM is also an option for SMEs who can use it for internal information dissemination and support, besides managing their customers.
CoRum supports Web-based help, e-mail response management, text chat, collaborative browsing and call-back modes of communication. CTI (Computer Telephony Integration) is another feature that will be integrated with CoRuM to offer a complete solution to call centers.
In text chat, a customer can have a real-time chat with the customer support team. In collaborative browsing, the package allows your help-desk to exchange specific Web pages with your customers to help answer a query better. Customers can also leave their contact numbers for you to call back. The e-mail response management system includes an auto-response and customer classification.
CoRuM can also generate easy-to-comprehend reports in both graph and table formats. Price: CoRuM without CTI costs Rs 1.8 to 2 million for 5 CSA licenses. Deployment and customization cost extra. Additional CSA licenses are available in bundles of 25. www.netsol.co.in
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