Manage Leads
Software for better customer engagements - Anywhere, Anytime
Capture Lead Automatically
Get lead data from multiple sources and run them through your customized sales process. Automatically capture leads from web forms, inbound calls and texts, emails or use the pull functions to get leads from providers.
Intelligent Lead Scoring
Use your own custom rules to calculate and assign numerical scores to your leads based on their attributes and engagement patterns. Close deals faster by focusing on leads that matter most; find and connect to your hot prospects.
Smart Lead Distribution
Automated lead distribution lets you setup intelligent distribution rules that can automatically push leads to the right rep or take them back and re-assign to get the fastest closures.
Prioritized Views
Focus On Leads That Matter Most
View your prospects sorted into a list based on the lead score, stage or ones that need to be touched today. A set of standard lead views let the rep get a prioritized sorted list based on the functions they want to perform at that time.
360 Lead View
Get Detailed Contextual Information on Every Prospect
Get all the required information about your leads – the most up-to- date contact details, all conversations, notes and the next contact steps. Follow your sales process by taking the Next Actions setup for the lead.
Next Actions / Notes
Set Your Pre-Defined Sales Actions To Simplify Follow-up
Click to communicate with leads and for that interaction, enter notes and the next follow-up actions. Never miss a follow-up step as the systems will track and lets you know the actions become due today.
Custom Views (Filters)
Tools To Let You Drill Down to a Set Of Leads
These easy to use filters let you find a specific set of leads by location, lead stage, campaign, location or when they were last contacted. This lets you work of specific groups of prospects for special outreach or projects.
Custom Lead Stages
Add, Modify And Setup The Lead Stages That Work Best For You
No one size fits all sales processes, so you can customize the lead stages for that match your sales steps. Call, email, text or send documents to move to prospect to a quick conversion.
Search on Any Field
Find any lead by their data from any field in the summary view – names, numbers, owners, etc. When you have hundreds of leads and need to find one quickly, the search provides an easy-to- use method to locate contacts
Next Lead
Click on Next to end the current call and immediately start calling the next highest priority lead
Click-to-Call/Text
Connect with more prospects, with one click to call or text from within the applications you use most. Get faster, more efficient, and more precise connections to help you close quicker
Automatically Capture Activities
Capture the notes, disposition of the call and automatically save with the conversation recording in the lead and contact records
Assign Ownership
Authorized reps and managers can assign the lead ownership as the a part of the sales workflow. Re-assigned leads are presented in that reps view and can be worked on immediately.
Automated Workflows
Automatically capture leads from web-forms, score them based on your custom rules, assign leads to reps and capture interaction details
Role-based Access
Data management and rules setting have controlled access based on the roles assigned to the user -- reps, supervisors and administrators
Web-to-Lead
Capture web site visitors and add them to the leads when they complete forms or sufficient contact and engagement information if available
Social Profile Fetch
Get social links to update the contact information with their email. Avoids need to manually enter the information
Smart Fields
Use the Last Contacted and Next Action fields to connect to the right lead at the right time
Capture Activities
Software for better customer engagements - Anywhere, Anytime
In-Dept Customer Insight
Know all the interactions your prospect has had with your company. Web site visits, calls and messages, captured notes build a persona that becomes invaluable in closing the sale.
Activity Timeline
Chronological timeline of your prospect’s touch points can provide your sales reps with deep insights and conversation leaders during conversations.
Complete Call Recording
All conversations with your prospects are recorded and captured automatically in the lead record. You can preview calling history and past interaction prior to call a lead.
Behaviour Segmentation
View activities by the interaction type or prospect behavior. Select the interaction mode and date range to see how best to connect with specific prospects.
Message Conversation Recording
All text conversations with your prospects are recorded and captured automatically in the lead record. You can preview the text conversation and past interaction with a click to decide how to proceed with the lead
Playback/View Conversations
Click on the play or details button to listen to the voice recording or view the chat conversation. This can be use to plan the sales approach and for quality and performance review purporses
Text and Email Tracking
Automatically Track all text conversations and email transmissions between the reps and the prospect. All interactions are maintained in a chronological timeline
On-Line Visits
Know how the prospect is browsing your website to see areas of interest, frequency of visits and time spent on pages
Consolidated Account Activities
Account Activity view displays a consolidated chronological timeline of activities between all the contacts and prospects associated with the account and the sales team members
LifeCycle Events
Captures the change history to the prospect record showing stage changes, record updates and details of when and who made those changes
Click to Respond
Click on a customer or communication address (phone number or email address) to directly start a session with the prospect
Lead Notes
Enter notes of conversations or related information to provide information for the subsequent interactions with this prospect
Activity Date Filter
Select the date range to view recent interactions or the history of events over a longer time period
Rep Activity View
Rep Activity view displays a consolidated chronological timeline of activities between all the contacts and prospects associated by the selected Rep
Account-Based Sales
Software for better customer engagements - Anywhere, Anytime
Account Management
Access critical customer data including key contacts, interaction history, and more — quickly and easily from a unified view. See all the deals involved with the account. Account views bring together all the activities associated with a account allowing the entire team to work in concert.
Deals, Leads and Next Actions
Get one view of all the deals, leads and pending actions for an account to allow the sales team to coordinate their efforts.
Customer Management
Provides contact and activity details for each of your customers. Keep all customer details on-line along with automated capture of interactions you have with the customer. You can work from anywhere with this on-line data.
Internal Directory
Access your organizational information and collaborate with a click to call, conference or by messaging them. The sales reps and managers contact information is also available for quick access from anywhere.
Standard & Custom Views
Get a list of accounts by different standard views – all accounts, by location, ownership etc. Or use the custom filters to create the specific list of accounts that you need
Any Field Search
Search on any of the display fields to locate the required customer account
Notes
Keep account level notes for archival and review by your sales team
Click-to-Call
Click to call any of the account or account customer contacts. Call their work or mobile numbers from anywhere
Click to Text
Click to send text messages any of the account or account customer contacts
Invite to IP Chat
Setup an IP Chat session with anyone at anytime when you need to exchange documents or forms
Primary Account Contact
Keep a record of the primary contact for an account
Assign Owner
Assign a rep to your accounts or customers or associate them with a serving team. Inbound calls and messages shall be routed to that rep
Get Social Links
Update the social links for an account from the account website information
Transmitted Documents
Keep track of all documents shared with the account
Data Import Wizard
Import account and customer data from csv files
SalesConnector
Software for better customer engagements - Anywhere, Anytime
Click to Call
Autodial numbers with a single click to increase accuracy and through put of dialing. Click on Recent call list to call back missed or busy numbers.
Auto-Dial Next Lead
Click on Next to end the current call and immediately start calling the next highest priority lead.
Power Dialer Queue
Add your prospects to the call list, then PowerDial through the list one after another. Automatically saves notes, call dispositions for each call directly before going to next call.
Local Presence
Have more conversations by increasing contact rates by over 35%. Outbound caller ID can be set automatically to the local number of the outgoing call to increase the probability of answer and increase closure rates.
Leave Pre-Recorded Messages
Pre-record your voice messages and save time by moving to the next prospect with one-click drop VM. The system plays the message and automatically dials the next call. Don’t stop at voice messages; click to text and email messages. Use the best channels to trigger prospect callback
Enhanced Contact Popup
For inbound calls and when a outbound call is placed, the contact’s information is displayed with all the captured activity history and details to give the reps the full context of prior interactions with the prospect
Set Callback
Setup the next action for this prospect directly from the call window. This can be the follow-up call or other actions per your sales plan
Wrap-up Notes
Enter notes of the customer discussions during each call and save them with the call log record for later viewing
Custom Call Dispositions
Administrators can setup custom disposition codes for your specific needs so that reps can tag calls with a click from this pre-set list of call disposition codes. Disposition codes can be used to analyze the results of the calls
Persistent Agent Leg
Double the calling throughput by removing the time it takes to call the rep (place the call, ring and then answer) using the persistent agent leg feature. The agent leg of the call is not dropped, instead the next outbound call is placed immediately
Automated Logging
The calling details, notes, disposition and recording of the conversation is automatically captured and saved with the prospect as well at a part of the reps activity record
Call Recording
Record all calls and review past calls with a click in the contact’s call transaction history from anywhere for quality management and compliance
Voice Mail
When the business or the agents are unavailable, users can leave voice recordings for agents and teams. Voice mail notifications and easily accessible recordings means your customers can always contact you even when you are not there
Conference – Add, Join, Drop
Advanced conference calling features allow you to bring multiple parties into a customer call to help you close. Visual conference list lets you add colleagues, mute and drop them as needs and easily collaborate with experts
Automatic Timezone Detection
The local time is automatically determined from the prospect’s location setting and made visible to the rep to place call at the right time
Advanced Telephony Features
Advanced Telephony features typically associated with Enterprise phone systems come built-in with eServeCloud. Agents can deliver professional customer experience with click to call, hold, mute, transfer and conference calling
Blind and Warm Transfer
When in hurry you can quickly sent a call to a colleague using blind transfer, but when needed use warm transfer to confer with your colleague before connecting them to with the customer
Connect to Any Agent Phone
Agents can receive their calls on phones of their choice including landline, mobile and SIP phones. This flexibility allows your team to provide service from anywhere using the most economical and highest quality device
Spark & SIP Phones
Reps can use Cisco Spark Endpoints (Desktop and Mobile Apps, Browser, Spark Phones) as their phone device
Message Exchange
Software for better customer engagements - Anywhere, Anytime
Click to Send Text
Always-on text messaging means you never miss a thing. Quickly ask a question, get a decision or set an appointment with a text message to any mobile number with one click.
Conversational Messaging
Bring your sales teams into the mobile world where your customers already are. Engage in text conversations, get responses faster and at the time convenient to your prospects.
Web Chat Messaging
Connect with prospects on your website. Customers are routed to the sales teams with all their contextual information.
Any Chat (IP Chat)
Introducing outbound chat messaging that does not require an app. Chat with anyone free worldwide by sending them a IP Chat invitation.
Multiple Concurrent Chat
Have multiple concurrent chat conversations up to the limit set by your administrator.
Transfer a Chat
You can transfer a chat session to a colleague to continue the conversation. All the conversation history moves with the transfer
Setup Chat Conference
Bring in colleagues and experts into the chat conversation to help you answer questions and get their advice. All the conversation history will be visible to the new attendees
Desktop Notification
Receive desktop popup notifications for incoming messages
Shortcuts
Save canned responses for frequently use sentences or phrases. Save time and repetitions with the shortcut texts
Send Attachments
Send documents and files to your prospects to give them offers, product information etc
Delivery Confirmation
Get confirmation of text messages getting delivered to your customer number, more importantly get notification of failure to send
Attachment Opened
Track all attachment opens to see if and when your documents have been viewed
View Conversation History
All messaging conversations are archived and stored with the lead or customer. View conversation details with a simple click
Associate Lead
For new messages received, automatically create a lead or associate it with an existing prospect or customer
Message Notes
Enter notes for each message conversation to record the result of the interaction
Message Disposition
Tag each message conversation with a status to allow quick review and analysis of the outcomes of the conversations
Invite to Chat
Send an invitation via email or text to start a IP Chat session with a customer
Assign Owner
Take or give the ownership of the chat session to a rep. This allows someone else to continue with the conversation
Escalate to Voice
Click to start a parallel voice session or start a chat session while on a call, so you can exchange documents and notes
Sales Email
Software for better customer engagements - Anywhere, Anytime
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Live Monitoring
Listen in on calls to monitor quality and to provide assistance and coaching
Coaching via Chat
Send IP messages to the agent while listening to the conversation for coaching and providing support
Customer Satisfaction Survey
Send SMS Text survey request at the end of each call to collect
Voice and Message Conferencing
Bridge in experts in the customer call or message session and together resolve the customer issues
Escalation Request
Agents can click on a button to request assistance from their supervisors when questions arise enabling better service delivery to customers
Automated Inbound Routing
Software for better customer engagements - Anywhere, Anytime
Omni-Channel Automatic Routing
Optimize the customer experience by routing inbound calls and text messages automatically to the best matching agent using IVR data and custom rules.
Interactive Voice Response
Guide the caller through multi-level voice menu to get the information to direct them to the best rep. Use graphical tools to design this interactive voice response solution and give your leads the most optimal calling experience.
Enhanced Customer Information
The lead or customer record is popped up to provide detailed contextual information to the rep concurrently with the call. This allows the rep to personalize their response to the caller.
Automatic Lead Distribution
Setup custom distribution rules
Presence Status
System tracks the busy/available status of all reps and new calls and text messages are routed only to agents that are available to take the calls
Route to Owner
Use customer data to determine if a rep is assigned to the lead, then route to that rep if available otherwise send to voicemail or alternate rep as defined by the rules. Inbound calls and text messages go to the rep that owns the prospect providing continuity of communication and more effective customer handling
Busy/Unavailable Routing
Handle all agents busy or no agents logged in conditions by directing the callers including leaving a voice message or routing to another queue etc
Personal & Team Voice Mail
If a rep is busy or unavailable to take a call, then caller can leave a message for the rep. If no rep is assigned, then voicemail can be taken by anyone in that team
Call and Message Queuing
Place calls and new text sessions in a first-in, first-out queue when all reps are busy. Callers are given prompts while waiting to make for a better experience
Custom Prompts
Play customized voice prompts using Text-to-Speech or Recorded prompts to the waiting callers to provide information and status and improve the caller experience
Popup Notification
Present popup desktop notification message for new inbound call or message when the rep is not active in eServeCloud application
Business Hours Routing
Setup alternate flows for calls outside business hours and during holidays. The system checks your holiday and hours of operation settings and uses appropriate call flow
Workflow Automation
Software for better customer engagements - Anywhere, Anytime
Record Call Conversations
All call details with the notes, disposition codes and recording on the conversation are automatically added to the lead or contact record.
Capture Text Messages
Capture the sent and received text and chat messages along with the notes and disposition codes and save them with the lead or lead record.
Automated Call Distribution
Inbound calls are automatically routed to the best available rep based on rules setup by the administrator.
Get Notifications
Get desktop notification for the lead, calls and messages that are routed to you.
Create Leads from Webforms
When a form is entered on your website, the information is used to automatically create a new lead. Duplicates are scanned and information consolidated into one record
Run Macros
Automatically execute macros at the end of specific events – such as end of call, message or a lead stage change. Macros can make record updates, push details into external systems
Calculate Lead Scores
For new leads or when a activity occurs for a lead, the lead score can be automatically re-evaluated
Get Social Profiles
Click to lookup and populate the social addresses for leads and contacts
Alert Supervisors
Send alert notifications to supervisors when key parameter thresholds are exceeded
Set Next actions
When a lead state changes or key activity is completed, update the lead stage automatically to follow the sales workflow setup for your organization
Detect Time Zones
Timezones are automatically detected from the location entered in leads or contacts
Monitoring & Coaching
Software for better customer engagements - Anywhere, Anytime
Monitor KPI in Real-Time
Live dashboards provide you real-time data on the key performance parameters of your contact center so you can take actions when issues arise.
View Agent Activities
View the current activities of your agents, both their communication sessions and their summary performance data from the Agents Live Dashboard. Take proactive actions from the dashboard window.
Live Queue, Agents and Interactions Status
Monitor the live call and messaging sessions in progress in your contact center, see callers waiting for service and calls connected to the agents. You can select a call to take supervisor actions.
Take Call Actions
Click on the call actions to take over the call, listen to the conversation or barge-in to talk to both the agent and caller.
Take Agent Actions
Supervisors can change the Presence Status of agents,, log them off, setup calls or chat
Receive Escalation Alerts
Agents can click on a button to request support from their supervisor. Supervisors receive the alert notification and can respond from the Live dashboard
Coach via Chat
Start a chat session with the agent while listening on the calls to advise on customer call handling
Monitor calls
Listen to the calls in real-time to monitor quality and compliance with procedures
Barge-in
In response to alerts or while listening in on the call, supervisors can join the conversation and talk to both the agent and the caller to help closing the call
End Call or Message Session
Supervisors have the ability to end and drop a call or messaging session from the system. The connection between the rep and customer is terminated
Reporting & Analysis
Software for better customer engagements - Anywhere, Anytime
Historical Performance Reports
Monitor the performance of your sales operation and make intelligent data driven decisions to improve processes and user skills
Live Dashboards
Get overview of the key performance indicators and see the trends in real-time. Multiple dashboards with each focusing on different aspects of your sales center
Custom Thresholds
Set your warning and alert levels for each of the KPIs to make it visually explicit when issues begin to arise.
Agent Personal Dashboard
Each Rep or agent can view their personal statistics in their home page.
Emailed Reports
Get your sales center reports delivered to you in your inbox
Threshold Alerts
With alert notifications, you can receive text messages to let you manage the sales center when you are away from you desk
Agent Reports
Get the performance of the agents/reps and team from reports showing calling performance and lead handling statistics
Live Trend Charts
View current trends for calls, agent availability and other performance metrics in real-time in the trend charts
Custom Report Filters
Select your filters from date range,, interval and the teams to generate the specific report that meets your requirement
Schedule Reports
Schedule reports to run at the interval of your choice to track critical performance metrics
Integrations
Software for better customer engagements - Anywhere, Anytime
Cisco Tropo Integration
With gateways in North America and Europe, Cisco Tropo provides extensive and scalable PSTN connections for inbound and outbound calling, text messaging, speech recognition and conferencing. eServeCloud solution leverages and build powerful enterprise level solutions on the Tropo base
Cisco Spark Integration
Cisco Spark is an open platform providing enterprise messaging, meeting and calling services with APIs to enable eServeCloud to connect the enterprise to its outside customers, prospects and partners. eServeCoud leverages Spark SIP connectivity to allow reps to take calls on Spark endpoints.
Click-to-Call
Download the Chrome browser extension to convert all phone numbers (with call to prefix) into eServeCloud click to call numbers. Just click to make calls from all you web applications
Web-to-Lead
Add in the webform hooks provided by Sales Acceleration solution to add prospects on your website as leads in your system. Immediately initiate call to the prospect
Automated Workflows
Setup workflows to automate common manual tasks and improve productivity and uniformity of practice. Use Macros triggered for different state changes to automatically make updates. Or push events into
Two-Way Data Synchronization
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Salesforce Integration
Provides two-way synchronization between salesforce and eservecloud. Leads, Contacts and Accounts data are kept in sync by eServeCloud. All activities carried out via the eServeCloud apps is pushed back in to Salesforce
SaaSBridge
eServeCloud SaasBridge supports the pre-built integration and synchronization between eServeCloud and supported external SaaS systems