Nortel Symposium Web Center Portal, Руководство по установке и администрированию

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Installation and Administration Guide 553
July 2004 Customizing the Customer Interface
Deployment scenario
A business that runs the contact center has a web site to which customers can
browse and then request help. When the customer requests help, he or she is
prompted to register and fill in a form stating the nature of the query and the
preferred interaction method—telephone callback, e-mail, or Text Chat.
Telephone response
If the customer chooses telephone callback, he or she is prompted to select a
skillset of interest (a skillset can be a product category, department, and so on), a
query text, and the preferred callback time. The request is submitted to the
contact center’s Symposium Web Center Portal server, and an agent is assigned
to the transaction. The agent views the customer information, and the nature of
the query, and can initiate a telephone callback to the customer at the scheduled
time.
E-mail response
If the customer chooses e-mail, he or she is prompted to enter query text. The
request is submitted to the contact center’s Symposium Web Center Portal
server, and an agent is assigned to the transaction. The agent views the customer
information and the nature of the query, and can initiate an e-mail response to
the customer.
Text Chat response
If the customer prefers to talk to an agent online in real time using Text Chat, he
or she selects Text Chat as the preferred interaction method, enters query text,
and submits the request. The request is submitted to the contact center’s
Symposium Web Center Portal server, and an agent is assigned to the
transaction. The agent views the customer information and the nature of the
query, and then initiates a Text Chat session. While the agent is viewing the
information and getting ready for the Text Chat session, a series of web pages
appear on the customer’s browser showing the current sales promotions and
incentives. As soon as the agent has initiated the Text Chat session, the Web
Communication window appears. The customer and agent can begin to interact
using this window for Text Chat, page push, and form sharing.