A Contact Center (also
referred to as a Customer Interaction Center)
is a central point in an enterprise from which all
customer contacts are managed.
The contact center typically includes
one or more online call centers but may include other
types of customer contact as well, including e-mail
newsletters, postal mail catalogs, Web site inquiries
and chats, and the collection of information from
customers during in-store purchasing. A contact center
is generally part of an enterprise's overall Customer
Relationship Management (CRM).
A contact center would typically
be provided with special software that would allow
contact information to be routed to appropriate people,
contacts to be tracked, and data to be gathered. A
contact center is considered to be an important element
in multichannel marketing.
If you’re frustrated by complex
technology that offers no benefit to customers, you
can bet your customers feel the same frustration.
They can call, but can’t submit e-mail inquiries,
request Web chats, send faxes, send SMS messages from
a cell phone or use any number of other convenient
media types to contact you.
With our Customer Interaction
Center from Interactive Intelligence
you can now employ an innovative, pre-integrated contact
center suite to handle all media types using one set
of business rules integrated to your business systems.
Configure our software-based
application server on your network, and contact centers
also replace disjointed “multi-box” communications
hardware.
Customer Interaction Center gives
contact centers an innovative pre-integrated application
suite and multimedia ACD capability to manage phone
calls, faxes, e-mails and Web interactions from one
platform. But CIC’s inherent PBX/ IP PBX call processing
, voicemail, fax server and unified messaging also
let it reach throughout enterprise — empowering
agents, supervisors and business users alike to elevate
productivity and performance as well as customer service.
To know more about our
Customer Interaction Center, and how it can
help you, click here.
