FIVE CRM for Avaya Cloud Office
FIVE CRM is a fully service hosted CRM system with a specialism for call handling, both in-bound and out-bound.
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With 5 editions available, FIVE CRM can handle everything from account management, to call center, to email marketing.
The FIVE CRM systems enable our clients to have a full CRM system in their call center. The extensive flexibility means that it can be used in different environments with different views and functionality at the same time. For example, a call center agent would have a very simple screen, maybe with a full call script, while an account executive would have access to all the data for the same record.
Extensive data management functionality allows for virtually unlimited filtering as well as data manipulation. The filtering includes the ability to select records with an active lawful basis, or those without which would need to be managed; it also allows to select those where the lawful basis will soon be expiring, ie will need to be re-consented.
Uniquely for a CRM, the FIVE CRM system can dial using Preview or Progressive dialing. By using Progressive dialing it means that as soon as the current call is finished the system will automatically hangup and then dial the next record. Further, it is able to pause before dialing to enable the agent to read the record before the dial executes.
Agents can have a full CRM-type screen, or more likely it will be cut down to specifically the information they need access to. In addition their screen can be configured to use either Call Guides or Call Scripts which mean you can be sure they will be handling the call how you want, not how they want! The Wrapup section forces the agent to select a call outcome before moving to the next call. The Wrapup can be configured to automate a number of functions and enables agents to be highly productive.
Call Guides and Call Scripts
Call Guides is a way to put a full guide on the screen in front of the agent. The function is able to merge any data from the record and even include links to external sites.
Using Call Scripts means that every question and answer is predefined and the automatic branching moves the agent to the next question according to the answer selected. The advanced branching feature means that the routing can be controlled by the value of specific fields rather than just the answer to a question. Scripts are also able to display information from the current record as well as collect and save information back to it.
Reports and Statistics
Reporting in the FIVE CRM system is among the most flexible of any CRM. The built-in Report Writer enables non-technical users to create their own reports, while the ability to create native SQL reports puts highly complex reports within reach. Standard statistics include live status, calls per hour and call outcomes.
FIVE CRM offers the ability to create up to 999 databases within the one system. Each database is stored completely separately and work independently. Everything from screen layouts to user defined fields and call scripts is configured separately. Since all databases are within the one system, reports can be made to work across databases, and also user permissions are controlled centrally across all databases.
The built-in Email Campaigns module allows for the same data to be used in both call lists and email campaigns with no exports or imports. Each campaign can be configured to have multiple steps which can be controlled depending on the actions of the recipients. Campaigns can be triggered manuall, from web-forms, or scheduled with dynamic data selection. Complete tracking, including updating the CRM directly make this an indispensable tool.
GDPR, data privacy and Preference Center
The FIVE CRM system offers the most comprehensive data privacy management to enable full compliance with the GDPR. This includes tracking and managing every contact record by lawful basis (Consent , Legitimate Interest etc), process reason, and channel. The functionality includes a Data Privacy Manager which includes 20 charts to analyse and manage all your database.
Do I need to install any software to make this app work?
This app runs entirely in the cloud, therefore no software is required for users.
You can use the app with any Avaya Cloud Office endpoint, including a desk phone, the Avaya Cloud Office mobile app, or Avaya Cloud Office for Desktop.
How does the app work?
The 2-step guide will help you to set up and use FIVE CRM's Avaya Cloud Office integration:
1. Configure Avaya Cloud Office as your dialling method within FIVE CRM.
2. Dial a phone number from within an account within FIVE CRM.
- Avaya Cloud Office Premium or Ultimate account.
- FIVE CRM account.