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Custom CRM for Complex Needs

The contact center space has never been as complex, or nearly exciting, as it is now. Thriving in today’s contact center requires leaders to continuously renew their understanding of their contact center and how it can deliver robust levels of value to the business.
Contact center success ultimately hinges on the ability to effectively identify, measure and achieve key performance indicators (KPIs). And, while each business is unique, the fundamentals of connecting the
organization’s mission, vision and values to the contact center’s policies, processes and behaviors are universally applicable.
Trendzact will help you achieve the results that matter the most to your organization.

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Customized CRM Platform

Activity Log

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A log event is automatically created for every customer interaction including calls, emails, meetings, and notes. You’ll never need to decipher who changed what, or when an engagement occurred.

Agent & Group Queue

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Tickets can be assigned to an agent or a team group. They can easily see how many tickets are assigned, how many are past due, if they are abandoned, or have not been assigned.

Business Analytics and Dashboards

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Reports and dashboards makes it easy to slice and dice your TrendzAct CRM data. Over fifty (50) standard reports can be used “as-is” or customized for ad hoc use. Create progress funnels, know your escalation rates, make better forecasts, track your key performance indicators, and much more. Dashboards give a real-time visual snapshot of your organization’s key metrics and trends.

Data Append

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Get access to over fifty (50) consumer demographic data points your team can use by automatically populating contact records with details from our database.

Data Hygiene

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Automate your data entry using address autocomplete verification, email validation, and phone number masking. This eliminates duplicate accounts and ensures follow-up communication deliverability (an optional email verification service is available).

Email Sync

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Our CRM suite includes tools that can sync an agent’s or team’s email account to make every engagement easier. Agents can select canned, templated messages, attach relevant documents to individual emails, and send them directly from TrendzAct. Each email is stored in the contact’s record for historical reference.

eSignatures

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Include an electronic signature to your merged documents associated with contacts.Simply add the eSignature merge fields and your customers across the world can sign it instantly.

Gamification

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Encourage both competition and collaboration within your team to drive improvement. Our gamification helps your teams stay focused and improve their metrics every day by treating each engagement like a competition. Real-time posting of customer satisfaction survey responses makes an impact on productivity.
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Gift with Action Fulfillment

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Need to reward a customer for placing an order, making an upgrade, or allowing your team to “wow” them? Rebate Gift is the exclusive partner for gift with purchase, or gift due to action fulfillment.

Global – Remote Workforce Management

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In a fast-moving and constantly changing global economy, opportunities wait for no one. Agility, speed, and flexibility are essential for supporting products or services. TrendzAct is designed to help global enterprises meet their complex functional, industry, and regulatory requirements. TrendzAct has unlocked a whole new world of possibility for global enterprises.

Intelligent Web Scraper-Autofill Macro

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The Intelligent Web Scraper-Autofill Macro will eliminate “swivel chair entry” for external, third-party software that cannot be accessed via APIs. This browser- based JavaScript framework can embed either a client-side app or server-side technology inside TrendzAct CRM to auto-fill fields from and scrape resulting outcomes.

Languages

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We develop custom solutions for the unique needs of a global client base. TrendzAct currently supports six (6) languages: English, French, German, Russian, Portuguese, and Spanish. The platform uses a universal language library so adding additional languages is available.

Lead Routing Optimization

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Leads come in through many different channels and routing them to highest performing centers, teams or agents is critical to profitability and contact satisfaction. The RevRouter rules engine evaluates every variable and immediately determines the best choice. Using machine learning, the engine constantly monitors and updates behaviors, trends and external influences to ensure maximum predictability.

Message Center

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Instant communication yields better decisions and internal messaging and critical alerts that can disable certain actions (add ticket, quick search bar) to ensure read and dismiss, then report on active users who have unread critical alerts.

Notes & Conversations

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Notes are vital to understanding the nuances within an interaction, or documenting follow-up tasks. TrendzAct enhanced its notes functionality so the agent can invite a team leader to have a real-time chat conversation which is converted into notes and comments once complete. This unique concept enables the agents to reduce escalation transfers and improve customer satisfaction.

Omnichannel

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Your customers have unique communication preferences. TrendzAct CRM’s multichannel support means you can interact with them the way they want, from on the phone to live chat, SMS or email. Keep track of every conversation in one place while following your own interaction rules and processes. Communicate and connect to give customers a better experience.

Process Controls

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TrendzAct CRM helps ensure that everyone in your team follows the correct process, even when you’re not

RESTful Web Services

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Your business needs more than just automation to manage all of its activities.
You might use different applications for everything from accounting and analytics, to email and event
management, so our REST APIs let you collaborate, communicate, and share information with hundreds
of external apps.

Roles & Rights

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Permission settings serve two purposes within the end-user organization: determining who can access different types of data and limiting which system utilities are available to an individual employee. Properly calibrated permissions simultaneously ensure data security and make it easy to collaborate. Use profiles in TrendzAct CRM to restrict users from deleting or exporting customer records; give each team member access to only the functions they need. TrendzAct CRM’s enterpriselevel security features allow administrators to set different levels of access permissions, so they can keep a close eye on who can do what and view which information.

Secure File Transfer & Storage

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Emailing files with sensitive data is a security breach. Contacts and agents can confidently transfer and attach files to the contact record.

Service Availability Lookup

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Service area lookup (SAL) tool provides an exact address-based list of all major carriers, service providers, and home services are available across the nation. SAL’s flexible API and management screen allows for a wide array of implementations that will help your business.

Task Mgmt

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Our task management tools help your agents create and track both individual tasks and group tasks associated with a contact. They are date/time stamped and include resolution tracking.

Workflow Automation

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Increase efficiency with TrendzAct’s thorough yet easy to administer solution.
Automating alerts, tasks, field updates, and sending scheduled communications will save time and effort
that can be better spent interacting directly with customers.

We built it your way!

Your business is unique, and we know you need a CRM that works the way you do. We create custombuilt modern software & technology products of tomorrow, but ready today.
With TrendzAct, you can tailor your specific needs to a wide range of customization options. Customize everything from page layouts, fields, automation rules, email template fields, naming conventions, and much more.

Brand & Localization

Have your application’s look and feel reflect your brand identity by adding your company logo, customize your instance colors and map the application to your own domain. You can even rename every field, if you want, to use your corporate jargon and terminology.[/expand]

Workflow Controls

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Customer support workflows help you automate the routine administration of incoming tickets and the process that moves them through to resolution. Use workflows to set stage, status, route incoming tickets and ensure your process controls are enforced.

Workflow Triggers

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Our workflow technology is constantly monitoring CRM activity by automatically triggering actions when specified conditions are met. Workflows can create alerts, send SMS and emails, update statuses and record owner, post a note, and assign tasks.

Workflow Automation

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Queue up a series of emails and deliver them to a prospect on a schedule you set. When a rule is triggered, the platform performs the defined action. Messages can go out to your contact, agents, managers, or any email address. You get consistency and agent optimization by having the platform send emails on your behalf and improve productivity through automated delegation. TrendzAct can automate other aspects of your business, too. In addition to sending emails and updating records, a workflow can also fire webhooks to SMS text message, create a shared document, update a team, or trigger a direct mail campaign. The sky’s the limit when working with TrendzAct webhooks.

Workflow Templates

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Use the powerful template builder to create a library of emails, SMS, and
documents that your agents can access, customize and send on the fly. Templates can pull in any fields,
then as a communication is generated, TrendzAct inserts the values from each recipient’s record (think
mail merge). This creates a personalized touch without all the extra effort and user mistakes.

User Interface Layout

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TrendzAct user interface is a simple, yet powerful grid system enabling admins (not programmers) to add System Fields, Optional Fields, Pick Lists, System Controllers, and Custom Controllers making it more applicable to your business needs.

Dynamic Nested Lookup

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A unique feature of TrendzAct is the Dynamic Nested Dependency Lookup which groups set of inputs together under 3-tier framework. Our technology guides agents through what actions should be taken and prompts them for the next bit of information in the right sequence. This process speeds adoption for new hires, as well as reinforces best practices for seasoned agents.

Responsive Scripting

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Accurate and consistent messaging are essential to an effective support function. Our call scripts are unified with Dynamic Nested Dependency Lookups which support unlimited script paths that your team can follow to deliver concise, accurate information every time. Provide your team with a verbatim script or just for a more conversational tone.

Webhooks

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Webhooks let you trigger external actions when a planned event is triggered in the CRM.
Webhooks put your CRM in conversation with hundreds of other apps with ease.

Time-Tested and Constantly Improved

For over fifteen years, the TrendzAct team has developed mid-enterprise grade CRM solutions for Fortune 500s and some of the most recognized brands. Our company continually demonstrates we are a trusted, reliable, vendor-partner not only during implementation, but also throughout the engagement with world-class customer service.

Compare Trendzact with other CRMs

At Trendzact, we clearly identify our strengths and weaknesses. Here’s how we compare against other CRMs on the market—Salesforce, SugarCRM, Hubspot, InContact.

Strengths

  • Medium Sized businesses (teams of 100 to 100 users)
  • All-in-one platform (CRM + Built-in Calling + Email Automation)
  • Qualifying large lead lists quickly
  • Straight-forward & transparent pricing (no hidden fees / upselling / consulting cost)
  • Easy to learn & get started
  • Improve team’s productivity
  • Dedicated success team for all customers
  • On-Demand AI and business intelligence teams
  • Single source for requirement, full implementation and support

Weakness

  • Not the best-suited CRM for enterprise (1000+ users)
  • Not a good fit for simple customer interaction
  • Not mobile-friendly

Target Users

100-1000
users

1000+ user

500+ users

150+ users

250+ users

Pricing

Fixed cost,
unlimited
users

$3-8k/user/yr
plus
AppExchange
costs

$1-3k/user/yr

$2-5k/user/yr

$2-5k/user/yr
plus toll
charges

Customer Care

24x7x365 with
dedicated
team

Requires
annual service
agreement

Requires
annual service
agreemen

Requires
annual service
agreement

Requires
annual service
agreement

Training

Unlimited
training

$120-250/hr
from
consultants

Requires
separate
agreement

Requires
separate
agreement

Requires
separate
agreement

Modern

Yes, updated
2017

No

No

No

No changes
since acquire
by NICE

Omni-Engage

Genesys
Purecloud and
AWS Connect

Extra cost for
integration

Expensive
integration

No

Yes, but clunky

Access to AI
Team

Yes

No

No

No

No

*All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

Get to Know Us

Our features, customization, scalability, on-demand AI, and pricing sets up apart from the competition.
Get answers to your unique needs and find out why Trendzact confidently claims, you need.

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