A comprehensive solution
eStar
Communications’ next generation,
web-based solution provides
an integrated, enterprise
communications framework
to manage corporate communications
and serves as the gatekeeper
for handling and routing
events. The eStar 8.0 Contact Management System™ is
the premier solution for
Contact Management and Resolution
regardless of business size
or complexity.
Today’s customers increasingly
demand information using
methods convenient to them
- any time, from anywhere,
and in any form. As new
technologies become available,
contact centers need to
handle more and more channels
of communication. eStar
8.0 CMS™ serves as
the communications gateway
to manage interactions,
providing seamless service
for your customers.
eStar 8.0 Contact Management
System™
eStar
8.0 CMS™:
A fully integrated software
suite with consistent and
easy to use functionality
across all modules. Easy to
use, web-based interface provides
intuitive functionality and
simplifies new hire and advanced
user training. State-of-the-art
design and technology provide
the essential tools and platform
for easy access to information
and business rules to successfully
accomplish any task. Sophisticated
search functionality helps
users at every level find
information quickly and search
hierarchies easily providing
improved productivity and
service.
Base Modules
-
eStarAgent™:
The core functional module for call center agents provides
contact and incident data gathering functions to capture inbound consumer
communications and respond in a timely fashion and to manage the associated work flows and tasks
to resolve consumer issues in order to maintain a high degree of consumer satisfaction.
-
eStarAdmin™: used to set-up,
configure and administer
all aspects of the application
to tailor it to the
specific requirements
of each installation
and to enter and maintain
customer installation-specific
data such as codes, employees,
reasons, products, organizational
info, processing rules
and response documents.
-
Information Warehouse:
integrated repository of large amounts of application data such as reasons, products,
locations, enclosures and text and associated internal data such as recipes, product information
and organizational info. The data is arranged into hierarchies that can be easily searched and
disseminated to external contacts or internal users through printed or emailed attachments.
-
eStarLookup™:
display-only version of the eStarAgent module provides the same powerful search and display functionality for all authorized corporate users
who do not require Agent access.
-
eStarView™:
integrated report and graph builder and reporting and data analysis module offers real time access
to all contact and incident information within the application and tools to export and distribute the
report data and graphs.
Optional Modules
-
eStarMail™:
powerful e-mail management
solution that provides
integrated e-mail processing
to capture and pre-process
incoming e-mail and
web form messages and
to send outgoing responses
and mailings. This optional
module is not required
to send outbound messages.
-
eStarScanner™:
batch hardcopy input
module for clerks who
scan hardcopy documents
and stage them electronically
in scanned document
queues for subsequent
resolution by agents.
The scanned documents
are permanently attached
to the resulting incidents
when they are created.
-
eStarBatch™:
integrated batch document
processing services
for more efficient and
managed printing and
assembly of outgoing
responses and fulfillment
requests in bulk. This
frees agents from local
printing and stuffing
duties.
-
eStarDirect™:
integrated marketing
campaign module enhances
the capabilities of
your call center with
functions to develop
and manage direct marketing
mailings to subsets
of consumers based on
contact profile or historical
incident characteristics
or membership in opt-in
mailing lists.
-
eStarSurvey™:
offers a standard survey
builder and rules to
automatically present
surveys for on-line
and agent-managed data
gathering. Also includes
survey data reporting
and analysis functions
to measure internal
effectiveness and support
marketing needs.
-
eStar
Address Quality™:
seamlessly integrates
state-of-the-art QuickAddress™
software from QAS to
easily and efficiently
verify and standardize
customer addresses.
Maintaining address
quality is proven to
enhance contact center
efficiency and lower
postal costs per contact.
eStar Address Quality™
ensures database integrity
and consistency by cleaning
existing address records,
validating import files
and de-duping matching
records
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