Inconsistently executed customer support with a limited view of customers and their needs, and no ability to escalate proactive processes autonomically
Goals and Objectives
Goals include the availability of the omni-channel customer support community at all points of the consumer journey, supported by real-time information and analytics to improve the support experience.
Social media contact center tools, case management tools, and multitouch engagement, including social, chat, email, phone, SMS, voice, bots, AI, and IoT
Use Case Summary
Creating a proactive omni-channel approach to customer care that understands the consumer shopping context and recommends personalized actions through the customer journey and in the stream of life