Join Infogain at Dreamforce '11

Learn how to modernize and optimize your contact center with our Transformational Customer Support services

About the event
Dreamforce ’11 brings together all the leaders in cloud computing to collaborate, connect, and inspire new ideas for innovating in cloud.

Leaders from Infogain's Customer Support Practice team will attend the conference along with leading organizations wishing to learn best practices for leveraging the next generation of cloud computing to truly embrace the power of the social enterprise.

Visit the Infogain kiosk at the Dreamforce event and experience Infogain's approach to cloud-based, knowledge-enabled and socially-connected Transformational Customer Support services.

Request a Meeting with Infogain's Customer Support Practice Team during the event.

Event Details
Infogain Kiosk #9
Moscone Center San Francisco Airport

The Evolution to Next Generation Customer Support

CRM, or better still, XRM—which refers to the general realm of Relationship Management with any number of different constituent categories including customers, partners, internal workforce, extended workforce (e.g. agents, representatives), and so on—is a field that has seen dramatic innovation in the past decade. Traditional entrenched CRM packaged applications focused on gathering customer data inside the company and enabling stronger decision-making based on that data. Over time, self-service portals, knowledge management and analytics served to increase the effectiveness of these CRM solutions. However, with the latest XRM technologies that are founded on an adaptive, agile, cloud-based platform, businesses have the opportunity to truly modernize the way they reach and interact with customers to deliver a superior experience that builds loyalty while at the same time reduces infrastructure and operational costs.

With the plethora of opportunities to modernize and advance your capabilities, come a number of critical decisions to make vis-à-vis:

· which functional areas to prioritize

· integration with on-premise CRM apps,

· the design, architecture, and integration roadmap

· how to manage data migration

· the best fit products and services

Another primary concern is how to support the overall solution after transition to the cloud to ensure it grows, scales and changes in response to the ever-changing business environment to which it is connected.Read more...

Transform Your Customer Support Operations

Leverage Infogain’s 3-pronged Transformational Customer Support to modernize your contact center and deliver a better customer experience at reduced costs

Are you considering making some changes to your customer support processes? Are you able to reach, engage and interact with your customers using the channels and social tools they are comfortable with? Have you established a community-based portal wherein your customers can share information and help each other while you monitor, learn and innovate? Does your contact center platform adapt and scale seamlessly to meet your needs without excessive maintenance and support from your IT department?

Our unique 3-pronged approach incorporates the latest capabilities to help you modernize and optimize your contact center to improve your customer experience, increase agent productivity, reduce call volumes and lower operational costs. Infogain’s Transformational Customer Support methodology is:

Cloud-based. Using our Transition Blueprint and Toolkit will ensure the fast and smooth transition of your customer support operations to the cloud and provide you with a fully-integrated solution from the leading providers Salesforce.com or Oracle CRM on Demand.

Knowledge-enabled. By leveraging the latest CRM knowledge management technologies your solution moves beyond data clutter straight to searchable, intelligent information that helps your agents at a call-level and helps your business make better decisions faster.

Socially-Connected. Incorporating social technologies directly into your overall customer support operations provides self-help, peer-to-peer community in a controlled and monitored environment.

This holistic approach enables you to create a multichannel, community-based, knowledge-enabled customer support solution that integrates with your existing application infrastructure and conforms to its security and governance models.