| contact attached data (CRM-IC) |
The information relating to a contact, generally collected before the contact reaches an interaction center agent.
This information can also include information added by a previous agent during the contact.
This information can be collected through the telephony channel via Interactive Voice Response (IVR), or through other channels such as e-mail or the Internet.
Example
Ms. Kattia Salizar
Schumacher Consulting
(310) 555-1010