Conducting an interaction

Steve Smith, a customer of U+Comms is contacting the support team to update the address details associated with his mobile data plan.

In this demonstration, you can see how a CSR at U+Comms conducts an interaction with a customer.

Wendy Jenkins, a CSR at U+Comms, receives an incoming call notification. The incoming call dialog box informs Wendy that the caller's name is Steve Smith and that he has already gone through the caller verification stage successfully. Wendy accepts the call and starts a live interaction with Steve.

After accepting the call, Wendy is presented with the most important information about Steve and his accounts, as well as a suggested dialog that she can use to start the conversation. Steve is calling U+Comms to change the address associated with his mobile data plan. Wendy initiates a service request to change the address details. She updates the details to those provided by Steve and submits the service request.

As prompted by the suggested dialog, Wendy asks Steve if he needs any further assistance. Steve asks Wendy to tell him the due date for his next payment. Wendy uses the Customer inquiry section of the Utilities panel to quickly access this information and provide it to Steve.

As the interaction ends, Wendy clicks the Wrap up button and is automatically presented with the summary of all the actions she has performed on Steve's behalf.

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