METHOD AND SYSTEM FOR PROVIDING MULTICHANNEL CUSTOMER INTERACTION

摘要

A method and system of providing customer care management services in an environment having a plurality of customer access channels configured to communicate customer requests. Each access channel is associated with a particular communication mode. A computer telephony integration (CTI) service is provided having a port for coupling to each customer access channel. An agent interface is implemented in a customer-centric platform executing on an agent computer, the agent interface comprising a plurality of panels. The customer-centric platform is coupled to the CTI services to receive a selected customer request. At least one access mode invariant panel and at least one access mode dependent panel are implemented within the agent interface. Access mode-invariant content is supplied to the agent interface for display in the access mode invariant panel.