Terrabit | Our Products - MAXAR Ruamitr

Innovative and Intelligent CRM Solution
for Contact Center Management

Create superior customer experiences with MAXAR Ruamitr

In the age of immediacy in which now becomes the norm, frontline agents are faced with increasing pressure and stress to meet higher-than-ever customer expectations—instant gratification, quick results, and personalized experience—all while maintaining optimal performance (handling time, response time, first contact resolution, service level, and more). Therefore, it has never been more imperative to have necessary tools in place to empower your agents to provide the best service in the quickest possible time.

MAXAR Ruamitr is an innovative contact center-based CRM solution. It is designed for effective management of both inbound and outbound customer service and marketing campaign for all contact channels, combined with real-time performance monitoring and quality administration tools to improve agent’s engagement, increase productivity, and enhance customer experiences.

Engage. Enhance. Empower.

MAXAR Ruamitr provides your agents with necessary tools that optimize their efficiency, performance, and productivity. Its intelligent features and functions help reduce your agents’ pressure and frustration by making them well-equipped to handle customers’ queries quickly, accurately, and efficiently. Its unified platform and dynamic case management simplify the entire workflows and empower your agents to proactively provide personalized service that delivers real value.

By automating workflows and case creation, together with quick templates and instant content, MAXAR Ruamitr helps shorten handling time, eliminate human errors, and improve input accuracy and quality. Highly accurate and complete entries enable your team supervisors, operation managers, and QA team to maintain the integrity and validity of critical operational data, statistics, and reports. It ensures that you have completely accurate view and insights of SLAs and performance to effectively manage your operations and make proactive, informed decision-making in your customer experience strategy.

MAXAR Ruamitr is also designed to help your business maintain flexibility to account for future changes in a time- and cost-effective manner. Unlike other rigid, out of the box solutions, it is configurable to allow for personalization of certain aspects and functions at a greater extent to meet your changing business requirements. It empowers your operation support/IT team to make changes internally and quickly, should the need for changes or adjustments to your business processes and operations arise.

Improving your workforce experience is then the first crucial step to providing superior customer experience. And it begins with smart solution that helps facilitate hard work, boost productivity, improve performance and accuracy, thereby increasing customer satisfaction.

Bring quality issues to prompt attention and correction with interactive shift briefing.

Conduct interactive training and update knowledge before shift starts.
Improve synergy between QA and operation teams to bring quality issues to prompt attention and correction.
Create and send personalized coaching messages and knowledge bases with dynamic post-quiz for scoring to specific agents for quality assurance and training purposes.
Built-in message broadcast tool for instant communication between team members.

Increase your sales with dynamic lead management.

Lead Management Automation

Systematically manage and distribute potential leads for telesales campaigns.
Automatically generate leads from your websites and marketing campaigns.
Store and organize leads with ease and turn cold calls into warm leads with personalized offers.
Optimize agents' productivity and load balance to deliver the highest results.
Bulk import and purge leads.
Duplicate lead check to prevent duplicate profile creation.
Set lead expiry date.
Route leads to the appropriate agent with variety of easy-to-set-up assignment rules such as skills-based and other criteria.
Closely monitor every lead assignment at all paces for follow-up and approval, data verification, quality control, and call attempt strategy.
Clear view of progress and status throughout the entire workflow.

Ensure input accuracy with quick case creation and instant message templates.

Quick Case Templates and Instant Content for Email and Chat

Modifiable, quick case templates for frequent inquiries or recurring issues.
Instant message templates for quick and consistent response.
Merge specific customer information and relevant knowledge articles into templates to create personalized messages.
Quick and convenient canned responses to minimize typing efforts and errors.

Improve overall customer experience with smart knowledge bases.

Automatic Case Creation from Knowledge Bases

Automatically create case from knowledge bases.
Display related or recommended articles when creating a case.
Facilitate quick, complete, and precise answers.
Reduce manual data entry and chance of errors.

Smart Knowledge Bases

Searchable and extensible knowledge bases.
Instantly find appropriate resolution with highlighted keywords in search results.
Powerful search with tags.
Star high priority or important articles to bring them to full attention.
Set permissions for access control.
Create approval workflow.
Create knowledge articles with rich text editor and content templates.
Schedule knowledge articles for publishing.

Scale up agent productivity with multiple tasks assignment and time tracking.

Automatic Active Time Tracking

Handle multiple non-voice contacts concurrently with active time tracking for each channel.
Manage all contact activities on a single screen and keep track of the time spending on each activity in real time.
Remind agents with automatic timing and configurable alerts to handle each customer with a sense of urgency.

Improve customer retention and turn abandoned calls into opportunities.

Abandoned Call Management

Recoup abandoned call list and create custom plans to effectively manage callback strategy.
Click-to-Call to place outbound calls directly from unified desktop.

Analyze agent performance with dynamic scoring and intelligent evaluation system.

Dynamic Scoring and Intelligent Evaluation System

Manage quality assurance activities for verification, evaluation, training, and rating agent performance based on scoring criteria.
Record and deliver QA scoring results and comments via task escalation to related agents or team supervisors for further action.
Create dynamic QA evaluation forms.
Set up intelligent QA workflow and task delegation.

Voice File Integration to Case

Seamlessly integrated with off-the-shelf voice recorders.
Live recording of all inbound and outbound calls.
All voice files are integrated with the associated case details.
Facilitate quick and easy search and playback of thousands of logged communications for quality review.
Analyze agent performance, identify any compliance issues, and find room for improvement.

Increase your sales with dynamic campaign management.

Campaign Management

Seamless automated workflow for broad spectrum of sales approaches.
Support both registration-based sales and upselling and cross-selling of individual or multiple products and services.
Create and conduct dynamic telemarketing and customer satisfaction surveys.
Dynamic form designer and wide range of format settings and templates.
Easily create custom scripts and tailor-made questionnaires for surveys and scoring.
Create order forms for multiple products and campaigns for existing and prospective customers.
Create personalized product bundles, pricing scheme, and promotion offerings.
Add related products for up-sell and cross-sell.
Handle the complexity of entire sales processes from promotion suggestion, order receiving, to payment processing.
Proactively provide personalized, one-stop services catered to suit each customer’s preferences.

Shorten handling time with intelligent automated workflow.

Automated Workflow and Case Escalation

Store every customer interaction and inquiry in a case and tie it to the associated contact information.
One-stop case handling from end to end.
Dynamically engage support team to individual case.
Facilitate all involved parties to escalate, monitor, and keep the status updated from the first customer contact to final resolution.
Flexible-to-configure workflows that fully support actual business processes.
Streamline workflows and track results.
Improve visibility and policy compliance.

Dynamic Case Management

Create dynamic case type forms for different request types.
Support multi-level case categorization to facilitate quick case classification.
Predefined case owners and SLAs by case types and priority levels.
Create follow-up requests tied to the original case.
Automatic task delegation.
Drag and drop file attachments to case.
Full audit trail for entire change history of every case.
Complete log of all activities associated with a single case.
Send SMS or email notification to keep customers up to date with the process.

Make your live chats manageable.

Live-Chat Session Control

Handle any live chat much like a phone call with automated and manual timeout of chat sessions.
Eliminate non-productive, idle time your agents spend waiting for a customer's inactive chat to resume.
For junk messages or stickers irrelevant to the conversations, simply click ignore and conclude contact result as junk.
Free your agents from idle waiting time to serve more customers in their queues.

Level up your customer satisfaction with omni-channel strategy.

Seamless Channel Integration

Communicate with your customers through integrated channels of their choices—calls, emails, SMS, messaging, live chat, forums, or social media.
Transform your customer engagement on multiple channels into seamless, consistent, and personalized omni-channel customer experience.
Save both customers’ and agents’ efforts to repeat themselves over the same issue simply because their conversations changes channels.
Customizable to ensure seamless integration with your core business tools.
Deliver a unified, consolidated view of customer interactions from all touch points, giving a 360-degree view of your customer journey.

Unified View of Customer Journey

Quick access to a comprehensive, unified view of customer information such as profile, customer activities, and contact history.
Enable agents to work on a single screen and see entire communication thread in an easy to read view.

Customer Management

User-defined fields to create specific customer profiles for different target audience.
Check and merge duplicate customer profiles.
Add multiple contact persons to customer profile.
Verify customer’s identity for optimum security

Intelligent Omni-Channel Routing

Connect customers to the right agents at the right time.
Channel-based routing.
Configurable queue rules and priority levels.
Skill-based distribution.
Round robin distribution.
Set simultaneous task limits per agent.
Track wait times within business hours.

Actionable insights to deliver optimal performance

Desktop Dashboard

Real-time performance monitoring for agents and operation management team.
Identify key performance metrics and operational data to monitor and output to display with simple drag and drop interface.
Configurable to display performance data specific to project and allow stakeholders to access and view real time upon login.

Real-Time Performance Monitoring

Keep your operations on track with key contact center metrics.
Provide critical evaluations, statistics, and traceable records of performance at every step of the entire workflow.
Cover everything from agent data, average speed of answer, average handling time, calls waiting, average after call work time, customer satisfaction, occupancy rate, SLAs, first contact resolution, and more.
Give meaningful customer insights.

Professional Reports

Prepare reports speedily and with clarity in PDFs or from pure data exports using Microsoft Excel.
Report with charts.
Share reports internally or externally.
Specify the format and schedule reports to be automatically run and distributed at specific times.
Over 30 customizable report templates.

Innovative and Intelligent CRM Solution for Contact Center Management

Create superior customer experiences with MAXAR Ruamitr

Engage. Enhance. Empower.

Wow! Features

Innovative and Intelligent CRM Solution
for Contact Center Management