CUSTOMER INSIGHT HUB FOR MULTI-CHANNEL CUSTOMER ENGAGEMENT SOLUTIONS

摘要

Embodiments provide systems and methods for providing customer insights across multiple channels based on cross-channel interactions with the customer. More specifically, embodiments of the present invention are directed to a customer insight hub that leverages data sources across a Customer Relationship Management (CRM) product suite of a plurality of different CRM applications to generate rich customer insights that can be easily leveraged across customer channels including but not limited to web, telephony, chat, emails, social, etc. These insights can be used by different processes and/or provided on an agent desktop to facilitate the delivery of a personalized, efficient, and consistent end customer experience across customer touch points or channels. Embodiments include defining and generating commonly used customer insights, including but not limited to customer identity, customer intent, customer priority, and customer preferences, as well as custom insights.

主权项

1. A method for providing customer insights in a contact center, the method comprising:
defining, by a customer insight hub system, a set of multi-Customer Relationship Management (multi-CRM) insights comprising information applicable to a particular customer across a plurality of different CRM applications of a suite of CRM applications; receiving, by the customer insight hub system, a customer contact through one of a plurality of different communication channels; calculating, by the customer insight hub system based on the defined set of multi-CRM insights and the received customer contact, a set of cross-channel customer insights for the received customer contact; and applying, by the customer insight hub, the calculated set of cross-channel customer insights to handling of the received customer contact through at least one of the plurality of different communication channels.