A
single case number automatically links several
emails back and forth between the agent and
customer regarding the same issue. In addition,
activities of different media types—email,
chat, phone, fax, self-service sessions, etc.
can be part of the same case. As the customer
interaction escalates across channels, say
from web site to chat, that the complete interaction
across channels is captured in a single case—for
faster resolution and a more meaningful interaction
with the customer.
Consolidate
customer interaction history for convenient
agent access.
