Frameworx Application: Contact Channel Management

Category: (2) TAM Application Type

Application Identifier: 5.22.3

Maturity Level: 4

Overview

Contact Channel Management encompasses the means by which customers of a given service provider contact Service Providers 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.

Functionality

Contact Channel Management includes the following:

• Customer/Internal Collaboration/Chat
• Voice Channel Contact
• Off-Line Contact Channel Management
• Channel Infrastructure
• eService (a separate domain)

The following functionality is present in each of the contact channels specified above (Chat, Voice, & Off-Line)

• Contact Channel Work Assignment
• Contact Queuing
• Contact Skill Management

Supported Business Services

(2) TAM Application Type Contact Channel Management

Appears on these diagrams:

• 5.22 Customer & Network Care
• 5.22.3 Contact Channel Management

is a more detailed diagram for the

• 5.22.3 Contact Channel Management

Issues

• Application Framework 13.0 Addition
• Manage Profile/Service

Frameworx Domains (Horizontal)

• Customer Domain

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