ASEBA LIVE is an advanced CRM platform with support for different communication channels and business processes. It integrates wide range of technologies and modules which are part of standard Contact Center solution. ASEBA LIVE is a powerful tool for improvement of relations with the clients and efficient allocation and organization of support resources.

Key benefits

• CRM and Contact Center functionalities within one solution
• Support for different communications channels: voice, fax, SMS, e-mail, web chat
• Support for business processes: collections, campaign management, direct sales, phone banking
• Modularity and scalability tailor solution to client specific needs
• Numerous references, focus on financial sector
• Experience and know how based on 18+ years of strong development

Business and IT value

• Organizational support
  • Support for business processes
  • Back office contact processing and escalations
  • Contact distribution to agent based on skills, groups, classification
  • Availability 24/7/365
• Business Planning
  • Customized reports
  • Process customization
  • Back office campaign preparation
• Lower operational costs
  • All in one solution – from client contact to back office processing
  • Solution modularity and scalability
  • Open architecture, standards and web-based
  • Centralized self-administration and configuration
• Customer interaction
  • Customer satisfaction and loyalty
  • Call recording, monitoring and control
  • Multi-channel support
• Higher quality of service
  • Single Point of Contact for customers
  • Service personalization
  • Higher availability
  • Powerful Statistic & Reporting
• Efficiency
  • Campaign planning and execution
  • Product information / Consulting
  • Acquisition / Up Selling / Cross Selling
  • Higher Debt Collection rate

Communication channels

Automated call distribution and skill based routing redirect calls to agents that are in charge of specific client or areas.

Key functionalities by communication channels:

• Voice: Audio logging, IVR, ProDialer, Voicemail
• Fax: integration with e-mail client (E-mail to fax and fax to e-mail), print drivers, integration with multifunctional devices
• E-mail: digital signed e-mails, newsletters
• SMS: push/pull concept
• Instant messaging
• Memo: editor for memo templates
• Personal contact
• Meeting: synchronization for e-mail clients, notifications

Contact processing

Ticket number is assigned to every contact realized through communication channels what enables monitoring of contact processing. It includes support for: workflows, attachments, notifications, escalations, knowledge base...

Support for business processes

• Collections: debt collection planning and execution 
• Direct sales: product information, consulting, up-selling, cross selling, target oriented customer advices
• Campaign management: campaign planning and execution
• Phone banking: account balance and transactions, payments

Reporting

Cumulative reports enable tracking of all activities in the history, while analytical reports give detailed insight into particular contacts.

Administration

Solution enables centralized administration and access management which include user, role and system management and audit of all activities.

Address book

Includes creation and use of public and private address books, depending upon particular activities.

Key references for this product:

• Allianz Zagreb (Croatia),
• Crediflex (Croatia),
• Diners Club Adriatic (Croatia),
• Hrvatska Elektroprivreda (Croatia),
• Hrvatska poštanska banka (Croatia),
• Jadransko osiguranje (Croatia)
• NLB Tuzlanska banka (Bosnia & Herzegovina),
• PBZ Card, Intesa SanPaolo group (Croatia),
• Privredna banka Zagreb, Intesa SanPaolo group (Croatia),
• Raiffeisenbank Austria (Croatia),
• Triglav osiguranje (Croatia),
• Societe Generale – Splitska banka (Croatia),
• UniCredit Bank Bosnia & Herzegovina (Bosnia & Herzegovina),
• Volksbank (Croatia),
• Zagrebačka banka, UniCredit group (Croatia).