Multi-Channel Integration
Enterprises are required to interact with their customers through an increasing number of media while experiencing a growing necessity to reduce communication and interaction costs. The majority of the customer interaction is still handled through telephony and email, but the web, fax and printed communication handle a significant part of the traffic as well.
Customers expect similar or the same level of responsiveness independent of which channel they choose. Ensuring that each channel meets the expectations set on it, while managing the customer experience across several channels, becomes imperative. Open source offers practical and inexpensive solutions, for example the products listed below.
Maximus 2008 Reloaded 11
