OnBase in Customer Service

Outbound and inbound call centers benefit from better call center service. Our top contact center industry resources ensure you share the most complete, accurate and up-to-date customer information. OnBase helps you reduce follow-up calls and improves first call resolution so you keep costs low and retention high.

You know how tough it is to retain quality customer service agents and you pay good money on call center management and sales training. But have you ever thought about how much time and money you spend on call center training material? In a paper world, creating, sending and revising documents isn’t cheap. OnBase not only lowers costs associated with training, but makes managing procedure revisions and updates a snap.

The process sounds easy: collect prospect or customer information and turn it over to sales to close the deal. But with multiple systems to navigate, documents to dig up and people to notify, recording every lead is a battle. The answer isn't in more call center sales training. Recording more leads faster – and distributing them accurately and consistently – is as simple as integrating OnBase with your existing CRM.

You know there's more to call center monitoring than just listening in on your agents' calls. An effective call monitoring system not only lets you observe agent performance, but helps you communicate with and coach your agents. OnBase integrates with your existing systems to manage documents like feedback forms and call monitoring waivers faster. Instead of manually tracking and routing this information, you have time to focus on serving your agents.

You have the newest field service management software. Your call center agents have great tools. But what happens when the two teams need to share information? How does information from your field service software get into the hands of agents, and vice versa? OnBase works with your CRM and field service software so you share information across teams – and locations – faster. Shorten your service calls and solve problems on the first visit.