Etiya Customer Relationship Management (CRM) provides a highly scalable, customer-centric, omni-channel experience enabling you to exceed customer expectations by interacting with them on any platform or via any channel.

Etiya CRM provides an end-to-end, integrated lead-to-cash process flow for customer management. This includes contact and request management; mediation and orchestration of customer interactions; jeopardy and exception management; and customer analysis and reporting. Customer Service Representatives and Sales Agents see a 360-degree in-context customer view enriched with predictions and recommendations based on the customer’s past and current interests and interaction behavior, including social media activities. Social media analysis determines communities of interest and opportunities for cross-sells and up-sells.

The Etiya CRM license includes these modules:

Customer Information Management: With a single click, see consolidated, real-time and historical views of customer interactions to create accurate customer profiles (including social media), target offers, and identify customer insights.

Lead Management:Simplifies and automates the lead management process seamlessly from acquisition to sales, making it easy to share product information with the Sales team and to target leads based on win probability.

Campaign Management: This Module enables very fast and easy integration with campaign management tools. Etiya Campaign Management tool design, execute, manage and measure seamless campaigns.

Complaint Management: Defines and optimizes customer service processes for trouble ticketing, payment disputes, and service questions.

Customer Loyalty Management: Loyalty tool enables rewarding specified customer segments, profiles or behaviors with selected products and services when they meet the pre-defined conditions. Flexibility of the platform enables customized rewarding such as one time, recurring or level based rewards depending on the conditions.


    • Dynamic Customer Support and Sales workflows are enriched with predictions and recommendations based on the customer’s past and current interests and interaction behavior
    • A consistent customer experience is provided on any channel, any device, at any time
    • The customer experience is tailored to their buying behavior and interests
    • It is easy to manage large business customers, their accounts, and their account relations
    • Predictive and prescriptive analytics improve customer conversion ratios
    • Sales KPI dashboards provide near real-time decision support for sales performance and operational efficiencies, comparing planned versus actuals
    • Enables quick and effective actions that build customer loyalty
    • Increases customer loyalty with effective communication tools


2018: Rise of Digital Platforms for Strong Business Ecosystems

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