Products

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E-COMM Contact Center system, being an intelligent software solution for providing comprehensive customer service, will enable you to listen to your client, get to know them, and provide the right answer in the shortest possible time

E-COMM is all-encompassing: whether it is a phone call, email, SMS, smartphone application, documents, social networks, website, or intranet – no communication with a client will be lost

E-COMM is easy to use, customize, integrate, or purchase

E-COMM keeps pace with business growth, integrates with other systems and applications, or relevant partners

E-COMM effortlessly unifies the work of multiple departments, branches, partners or companies wherever they are being located or whatever IT system they have

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Contact Center:
Various media integration: phone, texts, email, smartphone application, fax, web, video

Cost Centar:
Unsuccessful call centers and contact centers become generators of new costs for the company.

Experience shows that acquiring a new client is 6–7 times more expensive than retaining an existing one. As many as two-thirds of clients leave due to inadequate care.

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ICR system provides a solution that can best assist you in managing telephone calls, as well as enabling your clients to access the services and information they need more easily and quickly, all through the combination of advanced hardware and software development technology.

It is no longer necessary to route all your calls through a phone switchboard — our system does part of the work for you, communicates with clients, and provides them with timely information.

How to find the right system for your company?

Your business has specific needs, which is the reason why we are here to help you adapt our system to your company’s unique requirements.

We combine our expertise in interactive voice response systems with an understanding of your business needs in order of providing you with the best solution. You are involved in the system’s development, ensuring all our clients’ requirements are met in the best possible way.

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Strategic HR

  • Analysis of the current human resource management practices and the impact it has on the organization’s effectiveness and productivity
  • Development of a human resource management strategy in line with the organization’s strategic goals, including an action plan and performance indicators.
  • Organization’s values and organizational culture analysis (in a modern organization, culture significantly impacts the organization’s success; the organizational culture difference can be illustrated by the story of two stonemasons carving stone for a building. When asked what they were doing, the first replied: “I’m carving this damn block of stone,” while the second said: “I’m part of a team building a cathedral.”).
  • An organization that wants its employees to see themselves as part of a team building a cathedral rather than carving a damn block of stone is committed to analyzing and developing its organizational culture.
  • Development of a program for creating a new organizational culture

Operational HR:

  • Performance measurement program development with training for managers and all employees
  • Analysis of employee motivation and stimulation program creation
  • Determining training needs and developing a training plan
  • Development of a procedure for conducting the selection process
  • Analysis of specific human resource management problems identified by the client and development of measures or the purpose of  resolving them (issues related to work discipline, high employee turnover, frequent sick leave and absences, low efficiency levels, etc.)

HR Administration

  • Performance measurement program development with training for managers and all employees

Organizational Change Management

  • Analysis of the organization’s capacity in implementation of organizational changes and development of a change management plan

HR Support in the Restructuring Process

  • Performance measurement program development with training for managers and all employees
  • Analysis of employee motivation and creation of a stimulation program
  • Determining training needs and a training plan development
  • Development of a procedure for conducting the selection process
  • Organization’s capacity analysis for implementation of organizational changes and a change management plan development
  • Outplacement selection when identifying technological redundancies
  • Cooperation with the union (win-win strategy)
  • A social program management development in collaboration with all relevant stakeholders (management, union, HR department, National Employment Service)

HR PORTAL STRUCTURE

The HR Intranet portal consists of two parts: a public section and an administrative section (Administrative Panel).
The public section is accessible to all employees, requiring login with a user account and password. Login is implemented in order to grant users access to specific system parts, such as attendance records, annual leave overview, and similar functions.
The administrative section is used for public section management, i.e., all portal content. Access is possible strictly through authorized user login, and it is very simple to use, manage, and maintain.

The following functional sections are included in the public pages:

  • Organizational Structure
  • Employee Development – Training
  • Recruitment
  • Directory
  • FAQ – Questions and Answers
  • HR Guide
  • Documents and Forms / Document Download /
  • Calendar
  • Search Engine

ADMINISTRATIVE PANEL

The administrative panel is accessible only to the HR portal administrator and is protected by a username and password.

The Administrative Panel functional sections:

For HR Staff Only

This part of the administrative panel allows HR portal’s full administration and management   and is based on a CMS (Content Management System). it is necessary for the administrator to log in to the system, which shall enable content adding, modification of the existing portal content or its deletion, setting answers to questions, and exporting documents in Word or Excel format etc.

CMS-based administration provides the following functionalities:

1. File management

  • All files are added through the administrative panel
  • Complete overview of all information related to the files – file size, date of upload, etc.
  • File access management through metadata and server search
  • Security – allows authorized data access

2. 2. Portal content management

  • Portal content is entered through the administrative panel
  • Portal content retrieved from PERBIT is automatically updated by downloading new files, in coordination with SUK
  • Document Workflow – The system tracks the documents flow and notifies the person responsible for action on each document
  • Versioning – The system tracks all document changes and maintains a history of previous versions of each document
  • Export – Content transfer to various document formats (MS Excel, MS Word, PDF)
  • Activity Reports – All system user activities (browsing, downloads) can be monitored. The data obtained is used in portal usage reports

Reports:

  • Number of visits (daily, monthly, average)
  • The entire number of visits – Total hits(counts every visit to a page, e.g., top 10 trainings)
  • Top lists of popular content – Most popular content
  • Most downloaded documents
  • Most popular portal sections, e.g., FAQ, training, etc.
  • Current visitors – counts the number of users currently on the portal
  • Portal content is added through the administrative panel, which is protected by a username and password (form-based authentication) to prevent unauthorized access to this part of the portal. The Administrative Panel access is enabled through the SSL protocol in order of ensuring secure data transmission over the Internet. This provides strong data encryption via Secure Sockets Layer (SSL) and Transport Layer Security (TLS) protocols.
  • User access management is made through user accounts (the administrator, with its rights, can assign other user roles, e.g., Training users may only manage the training section, whereas Super Administrators can modify any part of the portal, etc.).
  • Portal content administrator can view, modify, and delete previous entries in the system. The database stores the history of all changes, making possible tracking of which system user made changes and when.
  • All forms and documents are stored in the database

The entire system is independent of the database and practically supports any RDBMS.

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