Inactive

The Customer Relationship Modernization Team is charged with assisting PBGC’s Participant Services Department (PSD) with designing and implementing a modernized CRM solution using Microsoft Azure and ... The Customer Relationship Modernization Team is charged with assisting PBGC’s Participant Services Department (PSD) with designing and implementing a modernized CRM solution using Microsoft Azure and Dynamics 365. The new CRM system will enable the delivery of comprehensive, multi-channel client service for both internal users and external PBGC participants. One of the requirements of the CRM system modernization effort is to enhance the Call Center CSR’s efficiency by using the phone number and other information collected by Interactive Voice Response to first identify the caller, and then automatically display the caller’s information in a CRM screen. In order to meet this requirement, PBGC requires the purchase of 115 high availability InGenius software subscriptions for call agents and supervisors.