It’s not just about fielding phone calls anymore. Today, customers want multiple ways of interacting with your organization and insist on conducting business anytime, anywhere, using any form of communication they desire: call, email, chat, or fax. And while outstanding customer service is the primary goal of most contact centers, attaining this goal is often a direct result of whether or not those multiple forms of communications can be effectively routed and managed within the contact center.

With customers making the demands to move you from a call center to a multi-channel, self-service contact center, the time to embrace this reality is now. Can your current infrastructure support the implementation of a multi-channel, multifunction solution to address web self-service and email routing, as well as other channels and functions?

Join us for this informational webinar and learn how to compete in a multi-channel world.

• How multi-channel contact management helps you avoid the common flaw of contact silos
• Critical factors to look for when shopping for multi-channel functionality
• Why applying business logic to every interaction is key to great service
• Top attributes of agents in a multi-channel environment
• Key performance measurements for multi-channel contact centers

Tim Passios, Director of Solutions Marketing at Interactive Intelligence, will tell you why the time is now to implement a solution that combines communication formats such as voice, email, fax, instant messaging (SMS) and chats into a single, all-in-one solution. He will discuss how an open platform can provide ease of integration with other business applications to help ensure high levels of service, and to empower agents, supervisors and administrative staff to view and manage interactions through one interface, tailored to their individual needs.

   

Contact Info: If you have questions, or for more information, please contact Interactive Intelligence Marketing at 317.872.3000 or e-mail info@inin.com.