Interactions are managed in a seamless, media independent manner. The unified routing and queuing not only makes sure the most capable and readily available agent fields the request, but it also provides invaluable reporting to the contact center manager. Real-time data generated from the unified queue can be graphically displayed and updated constantly for management review. Data analysis and reporting is provided across all communication channels, across all agents and across all centers. Appropriate metrics for evaluating quality and timeliness of response unique to each communication channel can be defined and analyzed.
Customer satisfaction is increased in a number of ways.
First, since all interaction history is available to the agent, they can quickly identify the history of an event, eliminating the need for customers to provide repetitive background information, and resolving the issue more quickly. Second, regardless of which communication channel is selected by the customer, the routing rules ensure they receive the most qualified agent to handle the inquiry. For the contact center, a single unified queue enables integrated reporting across all channels and agents from a single source. This enhances their ability to manage against quality metrics and schedule staff resources more accurately. As the expectations among customers for multi-channel interactions increases, so do the demands on contact center managers.