With Case Management:

Single customer view of multi-channel contact history

Coming Soon Billboard Single customer view of multi channel contact history

One of the main and most obvious advantages of numero’s multi-channel customer interaction management is the fully automatic and transparent creation of a single view of each customer’s contact history.

Irrespective of contact channel – voice, letter, email etc – the agent is able to view all previous inbound and outbound communications with that customer, as well as any associated notes and activities added or executed as a result of each item of correspondence.

This video illustrates a customer who has repeatedly contacted the organisation, using web enquiry, web chat, email, letter (whitemail) and finally by phone.

When the customer rings the contact centre, the entire interaction history is to hand, together with details of who did what and when, as a result of each contact. With a single view of the organisation’s interactions with each customer, the contact centre agent is able to deal with each contact in a more informed, professional and responsive manner.

See what else you can do with Case Management here>

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