Interaction Manager
 

Increasingly customer contact now takes place not just by telephone but also by e-mail, fax and the Web (Web chat, Web collaboration, and Web call-back).

Interaction Manager allows customers to interact with companies through the customer's media of choice by providing a unified interface for all these media types while simultaneously delivering contact and customer-profile information to the agents desktop.

 

Positioning

Scalable from 2 to 25 agents, Interaction Manager allows organisations to implement a Service Level Agreement for all contact types – not just phone calls. Designed for the informal contact centre, Interaction Manager enables businesses to implement an any-time, any-way approach to customer contacts.
 

Features/Benefits

Built on top of standard Microsoft technology, Interaction Manager is composed of a generic user interface, iContact, and a series of integrated support modules that have been designed specifically for the needs of the SME. Interaction Manager consists of several components:


· The Interaction Manager server (iServer)
· The agents interface (iContact)
· Web server
· Mail server
· Customer database

Interaction Manager is easy to implement and deploy, requiring only a few days of installation time. By implementing rules, companies can prioritise different contact methods, and can ensure that emails and other contact types are responded to within set time limits.