Pivotal Contact Center provides a fully integrated customer relationship management (CRM) solution for businesses, including a contact center that supports multiple communication channels. It offers flexibility to customize business processes, empowering agents to manage customer interactions across channels from a consolidated desktop. When deployed with the full Pivotal CRM Suite, it provides a 360-degree view of customers to maximize satisfaction and revenue opportunities.

1. Pivotal Contact Center®
Customer Care for Businesses

2. Pivotal Contact Center Advantages
Growing, adaptable businesses need CRM that is comprehensive across all business functions.
But it must be highly flexible, easy to implement, and and self-service Web channels. By interacting with each
deliver quick wins and measurable business results customer via their channel of choice, agents can maximize
that matter. customer satisfaction while minimizing costs.
Our award-winning CRM Suite now encompasses a fully
integrated contact center, delivering a smart, consolidated 3. Consolidated Desktop
desktop that supports multiple interaction channels and A unified agent desktop consolidates all customer
connectivity to any telephony device. interactions across sales, marketing, service and support
in a single, intuitive interface that maximizes agent
1. Flexibility efficiency. And by providing access to sales opportunities,
order entry, and quotation management tools, agents
At Pivotal CRM, we understand that every call center has can leverage automated business rules to better identify,
processes optimized for their specific business. Pivotal qualify, and then pass leads to the appropriate sales team,
Contact Center is designed to work in the way your creating revenue generating opportunities.
organization sees fit—not how we think it should work.
Our open data model makes it quick and easy to build
your unique business processes into our application, and 4. Fully Integrated with a Complete CRM
then adjust them as your business goals and customer Suite
interactions evolve. When Pivotal Contact Center is deployed as part of
Pivotal CRM Suite, agents gain a 360-degree view of
2. Multiple Channels the customer, over their complete history and across
the entire organization, despite employee turnover. As
The primary goal of contact centers is still the same as the a result, agents are empowered to deliver personalized
call center—resolve each interaction as quickly as possible service that results in more first call resolutions and
while improving customer satisfaction. With Pivotal greater revenue generation from up-selling and cross-
Contact Center, agents are empowered to manage tasks selling opportunities.
and interactions seamlessly across multiple, cost-effective
channels of communication, including e-mail, voice,
2 Pivotal® CRM: Pivotal Contact Center

3. Pivotal Contact Center Solutions
Pivotal CRM provides a number of applications and pre-integrated interaction management products that can be
assembled in a variety of ways to address key business issues.
Create a 360-degree Customer View
As a fully integrated module within the overall Pivotal CRM Suite, Pivotal Contact Center shares
a common customer database that spans sales, marketing, service, and partners. This means
agents have access to all customer information no matter how they interacted with the company,
eliminating the problem of customer data silos.
In addition, Pivotal Contact Center leverages Pivotal CRM Suite’s standards-based integration
framework, affording rapid integration to key enterprise applications and data sources both within
and beyond business boundaries.
Solutions Components:
Pivotal Contact Center Available for both Pivotal 5.x and Pivotal 6.x deployments
Decrease Interaction Handling Time
Shave seconds off average call times with computer-telephony integration (CTI) screen-pops that
deliver the right customer data to the agent on every call. The result is decreased call handling time
and increased customer satisfaction.
Solutions Components:
Pivotal Contact Center Provides a 360-degree view of the customer
Pivotal Interaction Connector – Delivers soft phone and screen-pop capabilities via
Universal Edition a connector pre-integrated with Pivotal CRM
Your existing telephony Integration can be created between Pivotal Contact Center
infrastructure and any common telephony infrastructure.
Provide Call Routing
Incoming calls can be routed to agents based on rules, such as customer preferences, product
history, or IVR selections, distributing the workload and ensuring that the right agent takes the
right call.
Solutions Components:
Pivotal Contact Center Provides a 360-degree view of the customer
Pivotal Interaction Connector – Delivers call routing capabilities via
Universal Edition a connector pre-integrated with Pivotal CRM
Pivotal® CRM: Pivotal Contact Center 3

4. CRM-Integrated Contact Center
Pivotal Contact Center is a seamlessly integrated Because Pivotal CRM Suite is built to be modular, we
module within the overall Pivotal CRM Suite, which encourage customers to implement step-by-step, starting
is designed to create a customer-centric organization— with core business functions, and extending over time.
from sales, marketing and service to partner This minimizes risk and ensures impact where it’s most
management—in order to drive increases in revenue, needed, resulting in faster return on investment. When
margins, and customer loyalty. combined, the modular pieces form a complete, fully
integrated CRM system.
Sales Marketing Service Partner Management
Pivotal Sales Pivotal Contact Center Pivotal Service Pivotal ePartner
Pivotal Contact Center CDC MarketFirst Pivotal Contact Center Pivotal Partner Manager
Pivotal Sales – Direct Marketing Manager Pivotal eService Pivotal Customer Intelligence
Miller Heiman Edition Event Manager Pivotal Wireless
Pivotal Wireless Lead Manager Pivotal Customer Intelligence
Pivotal Customer Intelligence Campaign Portal
Prospecting Assistant
CDC MarketFirst GeoAnalytics
Measurable Customer Care Results Proven Success
Increase Agent Efficiency – all-in-one interface allows Pivotal CRM has been honored with the prestigious
agents to work more efficiently without the need to Microsoft GmbH .Net Server Innovation Award for ‘Best
switch between multiple sales, marketing, service, and Industry Solution in Telecommunications’ as a result of our
support applications implementation at Alcatel eBusiness GmbH in Germany.
Decrease Handling Time – automatically associate a “This award demonstrates Pivotal CRM’s success
customer record with each incoming call via computer in providing CRM and contact center technologies
telephony interaction (CTI) screen-pops for the telecommunications industry. Pivotal CRM’s
Increase Customer Loyalty – agents with minimal technologies ... are a powerful choice for companies
training are guided to successful interaction resolution in that want high performance, Web services enabled
a minimum of time, resulting in more satisfied customers CRM technology built on open standards—making
it fast and easy to customize and integrate with
Increase Leads – new leads can be entered and routed to other systems.”
sales within a single application, ending the problem Ingo Blunck, General Manager, Microsoft Germany
of leads slipping through the cracks
Decrease Training Time – easy-to-use interface
decreases both the time to onboard new agents and the
time to complete tasks for experienced agents
Increase First Call Resolutions – robust knowledge base
with full text search capability ensures solutions are located
quickly, facilitating more “one & done” interactions
Learn More About Pivotal CRM
To learn more about how Pivotal CRM solutions fit your business and increase your company’s ability to
compete and adapt, call us today at 1-877-PIVOTAL (1-877-748-6825) or visit us at www.pivotal.com.
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