Multi Channel Interaction Management

Customer Interaction management is not just a science but also an art. Providing a consistently pleasing customer experience drives loyalty and net promoter score but it does require an enterprise to be able to entertain communication from customers irrespective of the mode of contact. Voice interactions have been the most popular over the years. Email has become a close second. With the advent of smartphones and tablets, the communication preferences have now started to include web chat, texting and social media. Multi-channel features – Consistent personalization across all channels – Value based routing across all channels – Unified agent desktop to handle multi-channel communication – Multi-channel communication history – Single administration across all channels – Unified reporting across all customer interactions

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