Often we will discuss with organisations their requirements to create a single unified contact centre which can address all types of inbound communication types e.g. telephony, email, chat, letter, etc.

The technical challenges of integrating an email management system like SmartAgént are easily addressed and examples of how this works are straightforward and proven for the likes of the Avaya, Cisco, Rockwell, etc. ACD systems. However, there are a number of organisational and operational factors which need to be addressed before this approach can be fully implemented. The skills to respond to an email are not the same as those required to converse through the telephony channel. Furthermore, it may not suit the organisation to blend its telephony and mail channel if the workloads can not be balanced across the channels. Often, the service level agreements will differ by contact channel thereby creating competing internal pressures on the contact centre and its agents.

We would be delighted to pursue this area with you in more detail. Please Contact Us.