ניהול יעיל של תקשורת לקוחות (Contact Resolution Management)

Contact Management 

Contact management (or CIM – Customer Interaction Manager in Amdocs terminology) refers to a unified desktop

application that enables customer facing agent (or CSRs -Customer Service Representatives) to effectively manage media exchanges with their customers.

The user interface is context-driven, and provides agents with immediate access to all relevant information to assist them end up the interaction in timely manner while having satisfied customers.

Relevant information refers to customer information (personal and / or organizational), interaction history (previous

contacts) and service history (previous case handling), products and subscribed services, usage of services, service level agreement(s), likes, habits, social behavior, billing information etc.

Customer Interaction Manager combines with Multimedia Integrator to provide a multimedia interface for variety of

communication channels such as interactive voice response (IVR), computer telephony interface (CTI), email, and

smartphones applications (not provided with core product – requires customization).  The Multimedia Integrator

displays an application toolbar that agents can use to efficiently manage inbound and outbound voice, and other

media exchanges.

            למאמר המלא ראה: http://nextgencon.com/2011/01/10/contact-resolution-management/