Category: (2) TAM Application Type
Application Identifier: 5.1.4
Maturity Level: 4
Overview
Customer Interaction Collection & Storage provides the necessary functionality to record all interactions with the customer from all channels.
Functionality
Customer Interaction Collection & Storage functionality includes:
- The collection & storage of all contact events with the customer via all channels whether unassisted (self service, retail kiosk) or assisted (call center, retail store).
- All types of interactions, including interaction history order history, trouble ticket history, billing collection history, case management, etc...
- The Store of any communications in any current or future form including Fax, IVR, email, Page, text, online chat, social media and postal mail.
- The storage of all inbound and outbound interactions with the customer.
Supported Business Services
