Cross-Channel Management
Regardless of the communication channel customers are using, they must always be assured of receiving identical reliable information from your organization. Similarly, employees must deliver consistent, accurate answers across all channels. This can only be achieved when all communications -- news, product & service information, FAQs, decision trees, electronic forms -- begin at a central source and are filtered down through the different channels.
Cross-channel management enables you to disseminate the same content to different environments in different formats -- all from a single source. The Green Valley Front Office supports multi-channeling, where information can easily be used for various purposes (i.e., knowledge portal, corporate website, online self-service, agent desktop, etc.) For each product or service, agents may include additional information such as internal extensions or work instructions. The central content may also be rendered in other formats, like RSS and XML, for various types of publication.
- Phone
- Social Media
- Web
- Bar
- Chat