2.4: Records
Integrate social media with systems of record to provide a better end user experience. Other Information:
This represents another step-function advance in customer service, where a consumer can contact the enterprise through any
channel of communication and be transferred to any other channel and not have the context of the call lost. Whether that context
be a shopping cart, a wish list, a trouble ticket, or an account question, maintaining it is the key to meeting next-generation
customer service standards. And with the widespread deployment of broadband networks, both wired and wireless, video conferencing
will add yet another dimension to the user experience. All this means having to integrate multiple forms of media and content
with legacy systems of record and deliver self-service and assisted service transactions within the constraints of online
response times.
Indicator(s):
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