More services For e-mails, the agent must respond in the same manner as when dealing with conventional voice calls, although the response time may be somewhat less critical. Today' s contact center systems can either automatically respond to routine e-mail inquiries, or suggest responses to agents based on parameters and thresholds set up in advance by contact center management. There are a number of service permutations in this case. Both the caller and the agent can then exchange and browse the web pages they can see in their respective browser windows. Where callers have only one line, automatic call-back from the appropriate contact center agent can be set up at a time convenient to the caller.
Contact centers allow businesses to talk directly to their customers.
A contact center is the first point of entry for the customer with a company. The contact center evolved from the call center that was processing telephone calls only. Increased Business Customers may also require assistance with form filling and, again, screens may need to be exchanged so that both parties see the same document and changes as they are made. It could be argued that the emergence of the web as a self-service medium actually narrows the window of opportunity for contact centers. Not so, according to an Ovum study.