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.
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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.
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