Customer Engagement Solutions

01

Overview

Digital calls for flexible enterprise solutions that can function on two worlds. Sales, customer relationship management (CRM) and stock control systems must be connected and ready to allow the unhindered flow of information to third-party and web-based applications. The customer engagement solutions offered by Saga go beyond traditional CRM and call center systems. We focus on performance marketing, target digital marketing, cloud services brokerage and collaborative tools.

02

Business Value

A successful business has the customer at the core of its growth strategy. It understands its customer’s behaviors and expectations and ensures his experience is unique and smooth throughout multiple channels. Enterprises which have undergone a digital transformation interact regularly with customers, fostering loyalty and collecting feedback to improve their services.

03

Benefits

Businesses require an overview of their interactions with each customer to design a pleasant and unique customer journey. Our customer engagement solutions offer a window to all available customer-related information, making it easier for your business to identify innovative ways to connect with your customers, including their feedback into your business processes and quickly responding to change in their behaviors.

04

Partners

Saga is proud to count Oracle, Microsoft, Cisco, HP, Interactive Intelligence and Avaya among its business partners.

While most of CRM solutions are focused on keeping client information for later use by employees. our  CRM solutions support the joint work and they are ready for two-way communication between your company and the clients.

The CRM solutions we offer are based on the Microsoft Dynamics platform.

Our solutions and services include:

  • Business consulting
  • Delivery and implementation of the best solutions on the market: from on-premises to Cloud, depending on our client's IT strategy
  • New solutions or integration into existing systems
  • Customized developments
  • User training
  • Maintenance and technical support

aga is the leading company in the region when it comes to implementation of Contact Center solutions. We do not depend on a single vendor of Contact Center solutions, we represent vendor independent Contat Center specialist. This means that we are able to offer each client a completely customized Contact Center solution that will satisfy all its needs.

Technologically we support the following manufacturers of solutions for Contact Centers:

  • Genesys | Interactive Intelligence
  • Avaya
  • Cisco

We do not consider Contact Center as a set of equipment and software that we offer, we rather view it  through successful implementation of business processes of users, where the applied software and hardware is merely  the last item in the successful implementation of clients’ ideas.

Our main advantages are:

  • Years of experience and knowledge of various technologies in implementation of Contact Centers
  • Great expertise and knowledge of business processes in various verticals (financial, public sector, telecommunications...)
  • Resources for the most complex tasks of software development and support for various business requirements
  • Experience in implementation of the biggest Contact Center in the region: Telekom Srbija (600-900 agents!)

Saga Contact Center/CTI (Computer Telephony Integration) reference

  • Telekom Srbija (Serbia)
  • mt:s (Serbia)
  • Raiffeisen Bank a.d. Beograd(Serbia)
  • Banca Intesa (Serbia)
  • Societe Generale Bank (Serbia)
  • ProCredit Bank (Serbia)
  • NLB Banka (Serbia)
  • NLB Montenegro Bank (Montenegro)
  • Hypo Alpe-Adria-Bank (Serbia)
  • Hypo Alpe-Adria-Bank (Croatia)
  • Hypo Alpe-Adria-Bank (Bosnia and Herzegovina)
  • Atlas Bank (Montenegro)

 

 

 

  • DDOR Novi Sad (Serbia)
  • m:tel (Montenegro)
  • Telenor (Montenegro)
  • City of Belgrade (Serbia)
  • City of Novi Sad (Serbia)
  • Health Center Novi Sad (Serbia)
  • P.E. OF PTT Communications "Srbija" - CePP
  • JKP "Belgrade Waterworks and Sewerage" (Serbia)
  • PD Power distribution Belgrade (Serbia)
  • Pakom Solution Center (Serbia)
  • Ministry of Physical Planning and Environment (Montenegro)
  • University of Donja Gorica (Montenegro)

Loyalty programs play a fundamental role in customer acquisition, customer engagement and retention. In the digital age, they must be customized, going beyond the traditional approach of “rewards for points collection”. The customer care suite offered by Saga enables companies to create targeted marketing offerings, combining knowledge drawn from customer relationship management (CRM) systems, business intelligence (BI) tools and single data repositories. Contact one of our consultants to learn more about our scalable projects and cross-process efficiency.

Our solutions and services include:

  • CRM Business process consulting,
  • CRM Business process implementation,
  • Systems integration,
  • Implementation services including the airline data warehouse,
  • Technical support.

Saga has built information portals for a variety of industries, among which are banking, telecommunication, retail and energy and utilities. Typical examples of our services concerning information portals are front-end solutions for insurance agents, electronic billing, electronic banking and applications for customer care.

Our solutions and services include:

  • Delivery of comprehensive multichannel portals such as:
    • Self-Service Portals,
    • Online and mobile payments,
    • Virtual branch solutions (Banking),
    • Specialized solutions (PFM, digital archive, etc.).
  • Business process consulting,
  • Systems integration,
  • Implementation services,
  • Optimization of the user experience,
  • Technical support.
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