Apr 08, 2008 – San Antonio, TX -- ORION Marketing Group, Inc., a leader in customer relationship management, has successfully launched CatNET, a hosted CRM platform. This Web-based Customer Assistance Tool utilizes three distinct portals to service call center agents, management and clients.

Designed to successfully handle a multi-channel call center environment, CatNET brings the worlds of the inbound call center, live Web chat, and outbound telemarketing together into a secure Web interface eliminating the need for cumbersome call center software. By leveraging a browser-based application, CatNET provides greater agent resources along with a more dynamic user experience.

CatNET has been successfully launched supporting one of the largest banks in the United States providing an immediate lift to agent productivity and sales conversion. Along with productivity gains, ORION’s CatNET-hosted CRM platform creates ease of training because all agent tools and applications are housed within a familiar agent portal. The overall user interface remains consistent across projects while providing the necessary flexibility to meet ever-changing client needs.

“CatNET is a significant development in maintaining our “best-in-class” CRM efforts,” said Joe Seringer, CEO. “It allows for agent, client and management CRM portals which create significant productivity gains.”

By using Microsoft’s .NET framework along with AJAX, CatNET creates a faster and more interactive CRM web application. Along with the significant improvements in the overall user’s experience, CatNET integrates with ORION’s proprietary ACD software allowing calls to be tracked and skill-routed by toll-free DNIS. CatNet also provides for dynamic agent scripting by DNIS, resulting in greater control over the inbound call flow.

Enhanced management tools provide agent and project productivity reporting. Reporting covers all aspects of the agent experience, with a focus on selling metrics such as agent conversion and sales per hour.

“This hosted platform allows for a true multi-channel call center experience,” said Joe Seringer. “It allows companies to bring together fragmented sales and customer services operations under one umbrella.”

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