4C Customer Contact Center

4C is for Customers.
4C is a very powerful customer contact center software that can be used as a stand alone program or as a powerful addition to your existing RM system.

The basic idea behind 4C is to collect all customer inquiries or complaints and route them to related departments within the enterprise. 4C makes sure that all inquiries are completed on time, without getting lost between different departments.

Key Features

Powerful Communication Center
Keeping in touch with its members is a core function in any successful RM system. 4C has a very powerful set of facilities for this purpose. Fax, e-mail, surface mail and phone channels can be used to communicate with each customer.

Incoming and Outgoing Messages
Fax and mail services are directly managed by 4C.

4C prepares statements and announcements. For customers who prefer e-mail or fax, all distribution is done automatically. For postal distribution, special interfaces provide for mass printing and mailing.

The call center and RM department can reach all information about a customer including his activities and correspondence.

The system supports a template structure for written responses to customers in order to ensure standardization and quality of service

Rich Reporting and Analysis
4C has a powerful reporting module where a set of fixed reports can be defined.

In addition to this function, systems also include an ad-hoc query wizard. The output of Query Wizard can be obtained as a report or can be exported to other programs for processing.

Technology
4C is an open system built on Oracle technology. Internet is an integral part of its functionality. The open architecture makes it easy to interface with other systems.

References

Turkish Airlines is using 4C to manage all customer inquiries. Being also a user of our Frequent Flyer system, they enjoy the high level of integration between these products to provide better service to their customers.