Unified Customer Interaction

Abstract

We can classify the way we interact with our customers as either assisted or self-care. IVR (Interactive Voice Response) technology and mostly the spectacular growth of the Internet as a communication medium have been dramatically increasing the volume of self-care interaction, mainly at the cost of assisted and face-to-face contact Sophisticated and cost-effective as it can be however, there comes a time when self-care interaction is not enough and human assistance is necessary to satisfy a request answer a query or close a sale. Unified Customer Interaction then becomes a major business differentiation, allowing the right blend of human assistance and self-care interaction.