Invita’s technological services represent the best-in-breed cutting edge services designed to cater for the most sophisticated customer. Using a technology which has revolutionized the world of Customer Relationship Management (CRM), Invita offers you the most advanced means by which you can manage your customers and organize your customer communication.

Invita’s philosophy stems from the belief that CRM is more than just a technology: it is a strategic approach to meeting customers’ requirements. In order to make sure that you obtain the service that most suitably fits your company’s requirement, Invita offers two CRM options: On-Demand CRM, or deploying a contact center infrastructure with CRM at your premises.

On-Demand CRM, as provided by Invita, gives you an advanced and efficient way of managing your customers. Invita’s technology addresses your contact center needs, as well as the processes and back office operations involved in managing, tracking and analyzing customer data.

Invita is the region’s first provider to offer the world’s leading Contact Center On-Demand (CCOD) platform, CosmoCall Universe, to its customers. This award-winning technology, which is provided through Invita’s pioneering partnership with the US-based inventor of the technology, CosmoCom, offers clients a seamless customer management system, without the costs or hassles associated with premise-based systems.

Your agents can remain in-house, while the technology infrastructure is managed, administered and maintained by Invita, thereby greatly reducing the resources that you need to invest in capital expenditure, IT expertise and maintenance costs. Invita’s multi-tenancy platform will also ensure the confidentiality and security of your data and interaction information.

In addition to utilizing CosmoCom’s CCOD, Invita has further innovated the line of service by adding Invita CRM. This value added option provides customers the additional service consolidated interaction functionalities including; customer profiling, online access, customizable reporting, workflow and automated SMS notification,

By choosing Invita’s CCOD, you will significantly improve the quality of interactions with customers. Customers will gain 24/7 online access to product information and technical assistance. You will be able to track all of your contacts with the customer, and identify potential problems before they arise. Callers’ time will be significantly saved: since the technology infrastructure is Internet Protocol (IP) based, advisors can access the system from anywhere in the world. All incoming calls from customers are served centrally, so customers are automatically routed to the first available advisor, thereby significantly reducing the customer’s waiting time.

Equally as important for your business, is the ability to identify what your customers value, and formulate targeted marketing and service strategies for each customer. Invita CCOD’s tracking and logging system will facilitate the information gathering required for you to develop your marketing strategies.

Studies have shown that companies that currently have CCOD systems report greater sales performance and higher customer satisfaction ratings. In fact, 39.8% of firms using CCOD reported significant achievements in performance as a result of implementing the technology, compared to 20.8% among premise-based users.

It is estimated that by 2008, one third of all contact center agents will be on CCOD networks4. This indicates that demand will continue to gow as well as the supply of the On-Demand services. If, however, you do not wish to use the one-demand service, but prefer to maintain your own in-house contact center, Invita can take care of setting up the complete contact center infrastructure, including CRM, and deploying it at your premises. Should you select this option, you can also capitalize on Invita’s wide range of interaction channerls inclding; Voice, Voice over IP, Chat, email, SMS, fax and Video.