How can a contact center handle the enhanced
capabilities of Mobile customers?
To satisfy the needs of mobile customers, contact
centers must roll out a more agile workforce,
enhanced self-service approaches and multimodal
interactions. IP enabled contact centers facilitate
all these needs.
How can a contact center handle the enhanced capabilities
of Mobile customers?
To satisfy the needs
of mobile customers, contact centers must roll out a
more agile workforce, enhanced self-service approaches
and multimodal interactions. IP enabled contact centers
facilitate all these needs.
Remote/home agents enable contact with customers calling
outside of business hours. IP technology enables distributed
contact infrastructures, sophisticated routing and expert-on-demand
applications.
Automated call routing can direct mobile users to a
specialized IVR offering the options of speech, text,
or keypad input.
Replies and confirmations to mobile customers can take
the form of email, SMS text messages, voice or printed
transactions.
IP enabled contact centers provide a means to align
an organization and its applications with the expectations
of mobile users and the opportunities created by mobile
devices.
