Introduction
How does it work? - Page 3
MultiMedia Module iContact Manual
Introduction - Page 3
40DHB0002UKDB – Issue 2 (04/2003)
How does it work?
Introduction
Welcome to the MultiMedia Module iContact User Guide. iContact’s interface provides
the tools to manage internal and external communications from a common platform,
effectively and efficiently. All forms of contact, whether voice, e-mail, Chat, or Internet
generated, arrive on the desktop with the information needed to deliver individualized,
personalized service in all interactions. By simply pointing and clicking the appropriate
icons, iContact provides access to all telephone and internet functions. iContact has
been designed to fully integrate with Microsoft Outlook rendering learning to use
iContact an intuitive, familiar experience, with on-line help always at hand.
How does it work?
On a typical day your organization is likely to receive an assortment of contact
requests, each with its assigned response priority status. If you have a Web site no
doubt you are fielding e-mail requests, inquiries or orders from the Web, and engaging
in interactive chat sessions all in addition to the daily barrage of phone calls. iContact
enables each workgroup to automate the management of its internal and external
interactions according to predefined rules for contact handling.
In iContact’s blended multimedia environment, a group may only be assigned to handle
e-mail contacts, while others may be tasked with e-mail, chat, and telephone
responsibilities. Within groups, users can be assigned different priorities for contact
handling, based on their skills and experience. When new contacts arrive, the system
searches for the groups who possess the capabilities required for effective response.
Routing criteria could include languages spoken, specialized knowledge, customer
preferences, contact content, customer profile analysis, time of day, or other routing
principles. When a contact is received, the system performs a query against the
database and instantly retrieves the associated account information. iContact then
notifies the queue of the new interaction’s arrival. In iContact’s blended multimedia
environment, the system informs you of the number of contact requests for each media
type awaiting processing. Once you select a contact from the queue it may be
accepted or sent back to the queue for treatment by another member of the workgroup.
When a contact arrives on your desktop it comes complete with identification of the
caller or sender, its source and relevant content. These tools enhance your ability to
respond appropriately to every new interaction you receive.
iContact supplies a number of response options including the opportunity to preview a
waiting contact before accepting. It provides choices for replying through different
media types, e.g. you can receive a request by e-mail and reply by telephone. The
program makes provision for rescheduling contacts for future handling and ensures
timely follow-up. The outcome of each interaction is recorded for easy retrieval and
trend analysis. It keeps you informed of the status of other members of your
workgroup, furnishing options for internal collaboration through telephone, Chat and e-
mail. iContact even announces new contact arrivals. All of this is accomplished through
a single interaction management window. It eliminates dependency on single media
interaction, making everyone in your organization multimedia enabled.
iContact adds intelligence to all your interactions, acting as a personal communications
assistant residing on the desktop. Use it to:
•
Manage your workload of callbacks and commitments.
•
Give customers the option communicating in interactive or static modes with your
organization.
•
Create a reference record of your communications activities.
•
Organize all your interactions on a single unified interface.
