CRM software provider Pivotal (North Vancouver, BC, Canada) is aiming squarely at the mid-market with its Pivotal Contact Center software. Pivotal is focusing on businesses with $100 million to $3 billion in annual revenue and call centers with between 100 and 250 seats.
The mid-market strategy, says Steve Soechtig, Pivotal's vice president of contact center and integration, reflects the growth of small, geographically distributed centers.
The standalone app, which integrates with Pivotal CRM Suite, is designed for high-volume inbound call centers. One of Pivotal Contact Center's main features is its consolidated desktop. The desktop's interface uses tabs to allow reps to easily navigate support, sales and marketing functions.
Contact Center provides agents with screen pops of customers' histories with their incoming phone calls. The software's automated workflow guides agents through each step of a phone call (e.g., order processing or upselling and cross-selling opportunities). Data-driven call scripts present real-time text to reps.
Contact Center also alerts agents to certain facts when they assist a customer over the phone. For example, you can alert reps that a customer is on credit hold; or that the customer purchased an expensive item. Agents can also access a knowledge base to find answers to customers' questions.
Pivotal Contact Center is available in two versions. CTC Edition is for voice-only call centers. The software integrates with phone switches from Avaya, Nortel, Fujitsu, Siemens and more. CTC Edition includes screen pops and a softphone that allows reps to make and take calls from their PCs. CIC Edition includes all the functions of a phone switch, plus an IVR system and predictive dialer. It also manages multimedia contacts, such as e-mail and text chat.
Pivotal CRM Suite also offers customer support tracking software with its Pivotal Service module. The software speeds the capture, tracking, management, escalation, and resolution of customer service or support requests. You can also offer customers self-service options so they can make and track requests on their own.
Pivotal Contact Center CIC Edition starts at about $250,000 for 100 seats.
Pivotal Contact Center CTC Edition starts at $5,500 and an additional $400 per user. 877-PIVOTAL/877-748-6825, www.pivotal.com
Enter #151 at www.callcentermagazine.com/productinfo
