In order to keep buying customers loyal, a company needs a measured response to the growing demands for customer service. The iCMS Contact Management Solution completes the functionality of inbound, outbound, and blended multi-channel campaigns necessary to stay competitive in business. It caters and adopts to the different complexities of the business allowing sales and marketing teams to manage and monitor customer inteactions so that they can respond to customer demands accordingly. Establish open communications with customers using different communications channels such as a telephone, fax, SMS or email.
The above illustration shows a contact center configuration for an agent and a supervisor. The ICMS Interaction Center or IAC serves as the heart of iCMS allowing both roles (agents, supervisors) to interact in a single intuitive platform.
By role definition, a Supervisor creates and manages the activities of a campaign and the Agent executes the campaign.
