Interaction Center 

Purpose

This key capability provides you with tools to help you to collaborate and communicate with your customers over various channels, ensuring efficient and consistent service. It supports agents and managers who are involved with the interaction center.

Agents have desktop applications to handle inbound or outbound service, sales, or marketing transactions via the phone, e-mail, fax, and/or the Web. They can process business transactions such as sales orders and quotations, and enhance their productivity by using alerts, scripting, and a solution search. All relevant customer information is available in one location, such as customer data, order status, and help or product related issues.

Managers have a portal for access to administration, maintenance, and reporting tools, ensuring optimized and efficient interaction center operations. For example, they can forecast, schedule, and monitor their staff, adjust workflow and routing rules, monitor inbound and outbound interactions, and view analytics to make strategic decisions for the interaction center.

Use

In this area, you can find documentation for all the functions that are available in the Interaction Center (IC). There are two separate applications for the IC:

·        Interaction Center WebClient

·        Interaction Center WinClient

The first section, under Interaction Center, contains functions that are relevant for both applications. Any differences between applications are noted in the documentation for each function.

The subsections, under Interaction Center WebClient, or Interaction Center WinClient, contain functions that are only relevant to the application it falls under.