IQ/IMPACT: Increased Productivity Through Enterprise Collaboration
IQ/IMPACT is a workflow application that integrates a trader’s PC and turret in ways that enhance the productive use of both devices. Developed specifically for traders, IQ/ IMPACT consists of client and server modules that enable integration with leading Customer Relationship Management (CRM) software. IQ/IMPACT’s value lies in the simple user interfaces that provide access to integrated information. That integrated information enables IQ/IMPACT to enhance trader productivity, collaboration, and business management insight.
IQ/IMPACT helps make traders more productive through features that let them make calls from within PC applications such as email, instant messaging or CRM, or that instantly pop up customer history information extracted from a CRM database as that customer’s inbound call rings. At the same time, IQ/IMPACT enables collaboration with middle- and back-office specialists. IQ/IMPACT also generates analytics data to help managers assess the productivity of individual traders, of teamwork among traders, or even the effort-to-revenue ratio of individual customers.
Customer Focus
As a result, IQ/ IMPACT provides traders with an in-depth analysis of a customer’s history at the start of a call, typically leading to faster service for the customer. In addition, since IQ/IMPACT provides a means of sharing information among teams at the time of a call, customer service is consistent across teams.
Trader Focus
IQ/IMPACT provides various productivity tools to the trader, including an integrated call scheduler, embedded click-to-dial function (including from Microsoft Outlook and Lotus Notes), customer information management tools and trader presence information. IQ/IMPACT also provides tools to help the trader more effectively collaborate with back- and middle-office personnel.
Management Focus
IQ/IMPACT offers management detailed analyses of business trends combined with trading activity analysis. This helps the business prioritize and guide customer interactions.
Integration with leading CRM solutions
IQ/IMPACT includes out-of-the-box integration with MS Dynamics, Microsoft’s popular CRM solution. Using available APIs, IQ/IMPACT can be integrated with other leading CRM solutions.
Presence and Forwarding Features
IQ/IMPACT’s presence capability delivers the trader’s turret status to other applications, such as Instant Message or email, allowing the trader to display a combined “presence image” that could include PC login status, PC activity status, turret login status, turret activity status (relating to on-hook/off-hook status) and other factors. In addition, IQ/IMPACT enables the forwarding of PSTN or private wire calls to a mobile device while providing continued recording of the conversation using the trading system’s associated
voice recorders.