The Role of Software Agents in Intelligent MultiChannel Contact Centers

摘要

Contact between customers and company, which composed in contact center, is one of the most important issues in customer relationship management. Moreover, in some cases it is reasonable to think of a contact center as an integrated part of a whole business system responsible for interface with the outside world, when we may have little control over customer's behavior, and we do a lot to increase the positive business impact of our contact centers. In a contact center, service agents with different capabilities are available for solving incoming customer problem at any time. In this paper we present the capabilities, general architecture, communication phases and operation of a contact center. Then We propose conceptual design and development of an intelligent multi channel contact center, which integrate multiple service agents including both software agents and expert or inexpert human agents, that transfer incoming problem to suit agent according to their changing capabilities and availabilities, urgency, communication type and customer history. In proposed model we improve agent utilization by reducing call handling time and after-call work, forecasting, scheduling and reporting and reducing idle time. Improving customer experience and productivity, increasing customer loyalty, cost reduction, integration of sales and customer care and having more information about customers are other effects of using right contact center in companies.