Imagine the problem: a customer calls the contact centre but the call is not addressed or fully resolved. The customer then emails the organisation and receives no joy. Finally and in desperation, the customer writes in. We know this is unlikely because few consumers would be so persistent but two of the three contacts are very common; for example, the caller who had to wait in a telephony queue and so emails the organisation instead. Or the caller who does not receive a satisfactory telephony service and so writes into the organisation.

How would your organisation see all of these different transactions and how would the business issues be linked in to a single thread? Usually, an organisation may use:

• a telephony application
• an email management system
• a customer relationship management suite
• a workflow or document system (whereby documents are OCR scanned)
• a complaints handling system.

But can the entire organisation see the correspondence / contact trail? Usually, not. If not, then how can you be sure you are not missing outstanding service issues or even addressing the business messages in a timely fashion?

Delays in response led to frustration and loss of customers or the customer recovery process is expensive (since by the time the recovery process is implemented the client is highly disenchanted and so needs a much greater temptation to win them back).

SmartAgént addresses these scenarios by collating all the outstanding messages (from the various communication streams) and linking them to a single entity thread - the customer. Hence, by providing universal access across the organisation to the outstanding service calls, the business transactions can be identified and actioned much earlier and before the customer is lost completely.