A customer engagement management platform consolidates the tools and processes businesses use to manage customer engagement and interaction.
This technology understands when to task self-service or assisted service platforms based on the needs of the customer. By matching the context behind a customer’s call with business protocols, agent skill classifications and routing infrastructure, a customer engagement management platform can navigate the caller toward the resource or agent that will provide the best outcome.
The tool also provides a call center with a direct line of sight into the customer relationship management data that informs customer experience oversight.