Web solutions

Web-oriented solutions: mini CRM-systems, scripts, report programs, integrating web-solutions with external CRM.

In 2017 M13 entered the programming market for call-centers and contact-centers (call processing centers).

Built-in scripts have limited capabilities, so call-centers often create specialized scripts for processing a call.

In fact, this kind of script is a mini CRM-system that covers all business processes transferred by the client to the contact-center for implementation.

These solutions can be used not only by call-centers, but also by other organizations, which serve a large number of clients through telephone or interactive communication channels.

• Formalizing the communication between call-center operators and clients in order to collect all necessary information within the legal framework
• Increasing the operator productivity
• Automating the business process management
• Integrated metadata accounting for all calls
• Creating high-load, distributed and standby CRM-systems
• Reducing the reaction time of the operator, effectively improving customer satisfaction
• Reduced talk time with the client
• Increasing the flexibility and transparency of all internal production processes management due to centralization, achieved by focusing the necessary mechanisms
• Improving the effectiveness of forecasts and development strategies through less costly, more timely analysis and reporting, based on accurate and complete data collected by operators
• Integrating call-center customers with internal CRM, including SAP, 1C-based systems, Megaplan, etc.

• Contact-centers
• Finance and banking
• Insurance companies
• Promotion and advertising
• E-Commerce

• Full-cycle information systems for contact-centers
• Corporate information systems
• Corporate portals
• Services
• Reverse engineering and upgrading of existing systems

• We have a large staff of experts — programmers, analysts, database specialists, interface designers and testers
• The diversity of tasks allows for continuous improvement
• As a result, the software we create is reliable and fast
• On the one hand, you’re no longer dependent on a couple of your own programmers or freelancers, and on the other, we can easily and painlessly replace a developer who has left the project

• The participation of analysts in negotiations with the contact-center client in order to develop technical solutions (including participation in presale)
• Advising contact-centers’ staff at all times
• Writing the statement of work, including polling the future users
• Analysis and development of technical specifications, design
• The actual software development
• Development of evaluation tests (at the level set by the contact-center)
• Testing
• Documentation
• Maintenance
• Additional programming (iterative development process)