Multichannel Contact Center
Journal Title: International Journal of Research in Computer and Communication Technology - Year 2014, Vol 3, Issue 7
Abstract
A Contact Center is a central point in an organization from which a customer contact is being managed. Contact Center plays an important role in one-to-one customer interactions. Multichannel provides various channels for accepting and making contacts. A Multichannel Contact Center allow the organization to interact with the customers with multiple channels of communication providing quality of service which include voice calls, text or SMS, emails, fax, web chats etc. A MultiChannel Contact Center is an extension to the traditional Call Centers. The Call Centers that purely handle telephone calls are now converted to Contact Centers that offer communications that fall under a larger umbrella. The Contact Centers offer customers a variety of ways to communicate with the business and enable more personalized interactions that enhance customer relationships, improve business opportunities, reduce overall cost and optimize customer experience as compared to Call Centers. The paper presents a system to support Multichannel Contact Centers to business organizations.
Authors and Affiliations
Priya K. Ithape, Dr. Prof. Anil S. Hiwale
Keywords
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