Explain Interaction Centre Management?

Answer

Interaction Center Management includes task of guiding the IC Agent.

For this it is integrated with different components:

• Interactive Scripting

• Using this tool, managers can design step-by-step scripts.
• Whenever IC agents need guidance while customer interaction they can execute these scripts.
• Agents can thus use these scripts to guide customers as well through each step.
• The response from customer dictates next step which script displays.

• ERMS
  • Large amount of incoming e-mails can be managed with this tool.
  • It provides services to automatically process and organize incoming e-mail.
  • Several automated activities in this tool reduce substantially increases efficiency and processing accuracy.
  • Also it supports IC agents to process e-mail in less time.
• Intent-Driven Interaction (IDI)
  • it is used to support rule-based agent guidance
  • using rule-based alerts, navigation, interactive scripts, etc. it ensures corporate standard customer interactions
• Call Lists

• in order to use in the Interaction Center, call created needs to be active
• also call list needs to be assigned to groups of agent in the list management
• it is possible to assign scripts to the call lists
• separate call lists can be assigned to each other
• for processing, call list is assigned to the organizational units, positions or individual users