Multi Communication Channel Development

Clearly the most interesting and advanced area in the new customer interaction center strategy is the ability to serve customers from many diverse communications channels and to apply the exact customer service tools across all communication channels.

Accomplishing this panacea of true customer support requires the tight integration of many disparate technologies producing a single common customer service delivery regardless of contact channel used.

This would include integration of:

  • Live Web Chat
  • Standard Voice Communication
  • Web page "call me" capabilities
  • Electronic Mail
  • Video Kiosk Systems
  • Interactive Voice Response Including Voice Recognition

All these contact channels would be managed and tracked through the use of an integrated Customer Relationship Management System (CRM) in order to provide the same real time support capabilities and back end management reporting for all communication channels.