CRM module overview

The customers module enables basic data management features for the account customers: name and surname, date of birth, phone numbers, address, call history with individual remarks for each call.

You can use the module in two ways:

• From theCustomers menu.
• during a call, from the Agent menu, inside the Call Center module.

Usually, the Customers module is used for general management procedures: searching, adding, deleting etc.

The Call Center interface is used by the agents registered to waiting queues. When an agent receives a call, Accolades will search the phone number and will display info about the caller. If the phone number is not found then the agent can add the caller to the database. The call center interface is optimized for operational speed.

The call center interface is explained in the "Call center" chapter, the "Agent" section.