by May 10, 2002 0 comments

A CRM package for small- to medium-size call centers, SpelBind comes with its own telephony, chat and e-mail tools. Customers’ database and product-related information are stored in a knowledge base, which CSRs (Customer Support Representatives) refer to when handling customers’ queries. CSRs enter the summary of telephone conversations, which get appended in the database. They can also mail copies of the summary to the customers or even transfer calls to their supervisors. 

CSR replies to customer queries can also be stored in the database. Customers can also have online chats with CSRs, or interact with each other through a message board. 

The Web-collaboration tool comes in handy when CSRs have to help customers by suggesting URLs pertaining to queries. The Directory manager helps to segregate customers according to the criteria that you set. It also has a search option.
SpelBind can be integrated with your existing RDBMS that are ODBC compliant. A small call center can also have a voice-recording system that records all or specific customer calls. The SpelBind server can be installed on Win 2000/NT or Sun Solaris and the client on Win 98/NT/2000.

Price: Rs 4,500,000 for 50 seats. (Pricing can vary according to customization needed).

Contact: Vismaya Technologies, Bangalore. Tel: 080—2225779/0140. E-mail: 

Vini Goel in Bangalore

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