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What is Customer Interaction Center..?
• An application component that provides a multi-level, integrated platform for interactive processing of business transactions.
• The Customer Interaction Center's extensive functions enable agents to provide maximum customer service, process incoming and outgoing calls, as well as analyze and solve problems fast and effectively.
Typical Uses of the CIC: Identification
• The CIC enables the customer service agent to quickly identify the customer or process, even if the customer's details are incomplete.
Typical Uses of the CIC: Identification
• Once the customer has been identified, the agent can display information on the customer, his or her installations, as well as previous and current transactions.
Typical Uses of the CIC: Identification
• Predefined and company-specific business processes (e.g. name changes, changes in bank details, move-in processing, interim billing, various types of complaints)
Typical Front Office Calls
• Front office calls are the business processes that are carried out daily in your company
CIC - L Form
- Slot 1: ISUSDPART - BP identification
- Slots 2 and 4: ABOX_SLIM,CALL_STATE, QUICK_KEYS
- Slot 5: NAV_AREA: navigation area
- Slot 6: APPL_AREA_2: application area