When a customer contacts your organisation, this is an interaction between the parties. This interaction is normally a telephone call, but in the contact centres of today these interactions can also be email, web chat, video call or any other medium that you use for customer interactions.

Interaction Management is the process that is used to route the interactions from the customer entry point to one of your resources such as an agent or an IVR for Voice self-service.

Contact centres now need to consider Interaction Management technology in order to supply the best service possible by utilising all of the agent resources available across the whole organisation.

At Queue Logic, our Professional Services consultants have extensive knowledge in designing, developing and deploying Interaction Management solutions to meet a set of business requirements.

Our consultants have delivered inbound and outbound call routing, contact centre virtualisation and multi-channel routing projects to allow organisations to move away from the 'silo' call centre to a feature rich contact centre, and to benefit from the efficiencies that are delivered from using Interaction Management technology.

Please contact us to discuss how our Professional Services team can assist with your Interaction Management needs.