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5.22.3 Contact Channel Management

(3) TAM Application Type Channel Infrastructure (3) TAM Application Type Off-Line Contact Channel Management (3) TAM Application Type Voice Channel Contact (3) TAM Application Type Customer/Internal Collaboration/Chat (2) TAM Application Type Contact Channel Management

5.22.3 Contact Channel Management

Diagram Description

Contact Channel Management encompasses the means by which customers of a given service provider contact us as well as how service provider agents communicate internally. It also includes the means to transfer the communication from one channel to another. Contact Channel Management addresses the routing, queuing and assignment of new active customer requiests based on center utilization and available agents with the appropriate Skill assignment.


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:07