Multiple Contact Management Systems need to perform the following functions, including:
- Handle and track traditional voice calls into the call center, using advanced
techniques such as skills-based and rules-based routing and CTI applications,
- Integrate e-mail responses as part of the basic environment as if they are a
voice call, with the ability to respond back within a certain expected service level, or ideally as close to real-time as possible, with the ability to track such just like any other call,
- Incorporate WEB-based applications, such as live text chat, WEB callback
services, and real-time viewing of same WEB pages (customer and Customer Service Rep) to facilitate a real-time walk-thru of the order issue over the Net.
- Offer real-time video to fulfill the real-time face to face multimedia call.
The drawing below indicates the components involved with an MCMS call center.
As the above drawing depicts, a Multiple Contact Management System involves
integrating multiple components, from circuit switched voice calls and IVR to Internet-based e-mail and WEB-based applications to work as one cohesive system, fulfilling and tracking all media types.
In this environment the agent skill sets are different, are more comprehensive, as
written skill sets and computer-related skill sets are added into the picture. This statement alone creates a fundamental shift in the call center requiring new skill
sets, additional skill sets, and more specialists.
Next Page a
|
