Overview

Communication center is a page that brings together customer information and customer care functions, allowing agents to efficiently provide support.

Setting Up Communication Center and Core Processes

Before you start using Communication Center set up the system to reflect your own business needs.

Settings

Define business rules that are used to control the behavior of the communication center and the information it displays.Search Settings: Provides a list of available settings when searching for customers in the communication center.

Search by communication

In the communication center you can search for customers through the logged communications. Through this setting you can define the maximum number of communications created by the logged in user to be retrieved when searching for a contact using logged communications. If specified, the logged communications are retrieved in chronologically descending order (latest first).

Searching using filters

Additional to communications you can search for a customer using filters. Either by using Quick Search or Advanced Search.

Through the settings you can define the Search Operator used as the default operator that will be used in 'quick' and 'advanced' search. The options are:

• '=': An exact match is required

• 'Like': Use a % sign before or after the search text, or just type the first letters of the word (without a '%')

Additionally you can select the fields which will be available for either quick or advance search as well as their display order. Fields from multiple modules in the system are available and you can choose the ones which are applicable to the way you operate your business

Communication center allowed actions

A number of actions are available in the communication center . Enable the actions that should be visible in the communication center. When an action is enabled users can complete the task directly through the communication screen instead of going to the respective module.

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Using Communication Center

Searching for customers in the communication center

Contact information can be searched and retrieved using 'Quick Search', 'Advanced Search' or 'Communications'.  

Quick Search

Supply a field to search, a possible value and an operator to determine how the value must match the results.  

For example, if 'Phone Number' was selected as a field, provide a number in 'Type to Search'.

• '=': An exact match is required 

• 'Like': Use a % sign before or after the search text, or just type the first letters of the word (without a '%').

Available fields and default operators are defined in the active communication center definition.

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Advanced Search

'Advanced Search' uses a combination of fields and returns a result set consisting of contact information that meets all the search criteria.  Available search fields are enabled through the active communication center definition. 

Communications

'Communications' can be used to retrieve a contact for which a recent communication was logged. The maximum number of retrieved communications is defined in the communication center definition (If 'None' is defined then all of the communications are retrieved).

• 1. Click on the Communications button in the Top menu bar to retrieve all communications created by the logged in user, in a chronological order starting from the most recent.

  2. Select a communication to load its associated contact information.
     
     
     

Managing customer requests through the communication center

Perform all required actions through communication center

Customer requests can be managed through the communication center.  The Action panel available through Actions provides access to actions (Communication center settings) that are commonly used to complete customer requests. Actions allow efficient use of the system as agents won't need to navigate away from communication center to complete requests from customers.

If a customer has not been selected yet, only actions for creating a new contact information ('Person' or 'Company') or for retrieving the secret number of a voucher will be available.

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Navigating around Communication Center

Communication Center is separated in 5 sections, each one providing information associated to the area selected as well as quick links to view more information or perform updates.

Dashboard

Dashboard provides overall information for the customer including accounts, wallets subscriptions as well as customer care.

Subscriptions

Displays the selected customer's subscriptions.  Select a subscription from the list and click on View More to access the subscription Data Entry page and modify the subscription. 

Financials

Displays a list of the accounts receivable of the customer.  Select an account from the list to access financial transactions of the account or click on View More to access the account Data Entry page.

Customer Care

Provides information on customer care modules that were created for the selected customer. Select a module from Activities, service requests etc. to view additional information. Communications associated to the customer are also displayed

Rewards

Provides a list of rewards participants associated with the selected customer. Click on View More to access the Data Entry page and modify the participant's information or review the latest rewards activity.

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Real Time Business Flows