The Web and the contact center are the two critical channels for cross-channel customer service—the Web for self-service and the contact center for assisted-service. Customer portals are the mechanism for delivering self-service on the Web. Agent desktops are the mechanism for delivering assisted-service through the contact center.
Knowledge management-based customer service offerings can be the key to delivering customer service across both these channels. For Web self-service, they typically offer portal-like UIs. For contact center-based assisted-service, their integration with the case/incident capabilities of the agent desktops in contact center offerings can be the key to helping agents/CSRs deliver more effective, more efficient, and more consistent customer service. InQuira iConnect provides that integration between its InQuira 8 knowledge management offering and leading contact center products.
