Multichannel Customer Contact Management
Paul Herceg, The MITRE Corporation
David L. Madison, The MITRE Corporation
Contact center infrastructures use various communications and application technologies, including customer contact management (CCM) and customer relationship management (CRM) technologies. It is the CCM domain of a contact center enterprise that prioritizes and routes customer contacts. Continued development of consumer communications devices, carrier services, and supporting enterprise systems has put pressure on customer service organizations and product vendors to converge CCM on all types of contact media. The universal queue approach and contact manager (CM) platforms have been proposed to manage the complexity of such synchronous and asynchronous customer communications; however studies have raised questions about viability. This paper presents contact manager technology and attempts to address the following questions: Was the market overly ambitious in forecasting the use of the universal queue-enabled contact centers? Will organizations function effectively without integrating multiple contact media? How viable is a contact manager platform for organizations needing convergence?
Published in 2004. IEEE IT Professional, Vol. 6, No. 3, pp. 33-40, May/June 2004.
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