The business of a call center, also known as a customer center, is to provide rapid and efficient interaction between agents and customers (or prospective customers). Existing solutions require the purchase of multiple hardware and software components, typically from different vendors, to achieve the business goals of the customer center. The use of separate systems of components leads to a variety of problems. For instance, each system typically has its own method of configuration and its own user interface. Thus, exchanging data between the systems requires additional work by someone at the customer center.
Furthermore, customer centers are continually tasked with striking a balance between service quality, efficiency, effectiveness, revenue generation, cost cutting, and profitability. As a result, today's customer center agents are charged with mastering multiple data sources and systems, delivering consistent service across customer touch points, up-selling, cross-selling, and saving at-risk customers, while winning new ones.
Additionally, more and more layers of complexity resulting from regulations and standards add further to the challenges of operating a customer center. For example, federal regulations like Sarbanes-Oxley or HIPAA, or business rules such as product return policies, are becoming increasingly challenging to track and monitor, particularly the effectiveness agents' in meeting compliance objectives.
Thus, there remains a need for an automation technology to drive, for example and among others, adherence, compliance, alerts, triggers, and workflows.