Email communication in the contact center agent application integrated with the customer portal

The telecommunications operator uses the Genesys contact center and the dedicated Genesys Workspace Desktop agent application through which agents receive all contact center interactions - calls, campaigns, chat, callbacks. The set of communication channels has been expanded to include email communication.

From the point of view of customer processes, email communication is a completely specific type of contact, different from a synchronous type of communication, e.g. voice, or an almost asynchronous type - chat. The agent can respond to an incoming email immediately, or save it for later processing and return to it in the future. He can even save the replying email for later, or create multiple replies to one incoming email. For all these possible scenarios of communication, it was necessary to implement the correct integration to processes in customer portal. Emails can come directly from customers or from the contact form of the customer portal. In the latter case, the email also contains information about the customer, and after receiving such an email, the customer is automatically identified in the customer portal. In the case of an email from a customer where there is no identification, the agent is navigated to the portal screen for manual identification.

In addition to this functionality, the agent application automatically creates interactions in customer portals so that contact history and reporting, evaluation of communication are recorded. The example of serving email customer interaction.

 

 
For outgoing emails, we have implemented the functionality of automatic insertion of questionnaires of satisfaction. A different type, content, and frequency of inserting the satisfaction questionnaire can be defined for each email box. An example of a questionnaire is as follows:

 

By adding the email channel, the operator concentrated, unified, and integrated the handling of all communication channels into one agent application, as the email channel was the only one operated in another application. CCW s.r.o. implemented the integration of the agent application and the customer web portal. Integration of the Whatsapp communication channel is expected soon.