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Through global communication, facilitated by cellular telephones and social networks, consumers are becoming experts, more influential and volatile. The key to customer loyalty and obtaining new ambassadors is an agile and efficient customer service, supported by a rich and structured knowledge about customer interactions. The agility of your customer support service Coheris Care is the agile answer offered by Coheris to accompany your relationship strategy and optimize your customer service and call centers. Using Coheris Care: • Increases the efficiency of your contact center and ensures quality in the service offered, • Capitalizes on the knowledge gained from each customer contact, whatever the communication channel, • Anticipates customer needs and allows your teams to better respond in order to be more attentive, • Measures and analyzes the performance of teams to ensure customer satisfaction. Ready and available in SaaS, Coheris Care can be immediately operational, with a very low investment while maintaining full freedom to subsequently develop into other client relationship functions. Coheris Care offers Social CRM to listen and address social networks and communities. Coheris Care allows you to collects trends customer expectations and detect influential voices who could become your future ambassadors. This new customer knowledge feeds into analytical and predictive technologies used to generate new growth drivers and competitive advantages.

Business information

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  • + Functional details

    Strengthen your customer requests • Extended customer record • Complaints, information requests, support/helpdesk Welcome, qualify and respond • Assisted recognition and SVI, CTI, “click to call’’ integration, • Knowledge base, FAQ, script qualification, library • Management of compensation, litigation, indemnification Ensuring quality of service and engagements • Define and respect QoS, SLA • Managing collaborative workflows, escalations, alerts Communicate and measure customer satisfaction • Information campaigns, reminders, etc. • Survey Satisfaction, NPS Drive your performance and your team • Your KPIs: response rates, availability, SLA compliance. • Agile analysis

  • + Competitive advantage

    • GATEWAY / CHANNEL: interface with your various systems and incoming communication channels (Forms, Email, etc.) • Social CRM : Connector for social networks, with community animation services and a fan box • CARE Analytics : dashboards, KPIs and Customer Service Indicators • A Saas or on premise model to fit your needs...

  • + Industries

    Automotive Industry
       Automotive OEMs (Manuf of Cars, Light Trucks, Motorbikes)
       Distributors, Importers, Retailers
    Banking Industry
       Banking - Global Customer Management
       Banking - Other
    Chemicals & Petroleum Industry
       Chemicals & Life Sciences
    Computer Services Industry
    Consumer Products Industry
    Financial Markets Industry
    Healthcare Industry
    Industrial Products Industry
       Construction/Architecture/Engineering
       Fabrication & Assembly
       Textiles
    Insurance Industry
       Insurance Carriers - Life & Asset Management (L&AM)
       Insurance Carriers - Property & Casualty (P&C)
       Insurance Intermediaries
       Other Insurance, N.E.C.
    Life Sciences Industry
    Media & Entertainment Industry
       Advertising
       Broadcast
       Cable
       Entertainment
       Sports
    Professional Services Industry
       Business Services
       Legal Services
       Management Consulting
       Marketing & Public Opinion Research
    Telecommunications Industry
       Broadband
       Telecommunications
       Wireless
    Travel & Transportation Industry
       Car Rental
       Freight Airlines
       Freight Forwarders & Arrangers
       Freight Services
       Gaming
       Global Dist. Systems / CRS
       Hospitality
       Lodging
       Passenger Airlines
       Passenger Water Transportation
       Post Operations
       Rail
       Shipping
       Tour Operations and Arrangers
       Travel Agencies
       Trucking
       Urban Transportation
    Wholesale Distribution & Services Industry
       Wholesale - Food/Food Svc/Drug
       Wholesale - General Trading Co.
       Wholesale - Non-Durables
       Wholesale - Durables
       Wholesale - Services

  • + Solution areas

    Cross industry
       Business Intelligence
          Relationship Marketing
       Customer Relationship Management
          Contact Center Optimization
          Field Services Effectiveness
          Marketing and Customer Intelligence
          Sales Productivity
       e-Business/e-Commerce
          Direct Customer Access
          Internet Selling: Business to Business
          Internet Selling: Business to Consumer
          Internet Services

  • + Customer size

    Small Business (50 to 99 employees)
    Midmarket Business (100 to 499 employees)
    Midmarket Business (500 to 1000 employees)
    Large Business (greater than 1000 employees)

  • + Languages supported

    English
    French
    German
    Spanish; Castilian

  • + Countries/regions available for distribution

Technical information

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  • + Hardware/OS platforms

    RHEL5
       System x
    Windows Server 2008 (inclusive)
       System x
    IBM i 7.1
       IBM Systems: System i
    AIX 7.1
       IBM Systems: System p

  • + Software

    IBM WebSphere
       WebSphere
          WebSphere Application Server
          WebSphere Application Server - Express


Date last modified:    Apr 12, 2013


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Contact information

Alice Bégué
33(0)1 42 66 87 75

Company

COHERIS
22 QUAI GALLIENI
SURESNES 92150
France

+33 157 326060

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