Cargo query
Showing below up to 100 results in range #101 to #200.
View (previous 100 | next 100) (20 | 50 | 100 | 250 | 500)
| Page | Step | Flow |
|---|---|---|
| CE13/Canonical | Company sends first communication to customer. | |
| CE13/Canonical | Contact list provided by organization... | |
| CE13/Canonical | If no response, customer record included in next pass through contact list – Repeat multiple times | |
| CE13/Canonical | Including channels, pacing, escalation, time between contacts, and max contact attempts | |
| CE14/Canonical | A customer is interacting with the company | |
| CE14/Canonical | Business rules trigger proactive follow-up and identify best/preferred channel... | |
| CE14/Canonical | Company proactively contacts the customer | |
| CE14/Canonical | Customer intent identified | |
| CE14/Canonical | Customer record added to an ongoing outbound campaign | |
| CE14/Canonical | The interaction is abandoned | |
| CE16/Canonical | A customer is looking for information | |
| CE16/Canonical | The agent sees the full email context in desktop | |
| CE16/Canonical | The customer sends an email | |
| CE16/Canonical | The request is sent to the best available agent | |
| CE17/Canonical | A customer is looking for information | |
| CE17/Canonical | Customer asks for escalation if answer is not satisfactory | |
| CE17/Canonical | Customer sends an SMS, social media message, or submits a web form | |
| CE17/Canonical | The agent replies to the customer with a tailored response | |
| CE17/Canonical | The content or question is analyzed, and the best response is sent to the customer | |
| CE18/Canonical | A customer is looking for information | |
| CE18/Canonical | Agent sees full chat session and context in desktop | |
| CE18/Canonical | Customer sends a Chat request | |
| CE18/Canonical | The request is sent to the best available agent | |
| CE19/Canonical | A customer is looking for information | |
| CE19/Canonical | Agent sees full interaction and context in desktop | |
| CE19/Canonical | Customer sends a post on Facebook or twitter request | |
| CE19/Canonical | The agent responds | |
| CE19/Canonical | The request is sent to the best available agent | |
| CE20/Canonical | A customer is looking for information | |
| CE20/Canonical | Agent sees full interaction and context in desktop | |
| CE20/Canonical | Based on customer journey and customer profile, value is determined | |
| CE20/Canonical | The customer sends a request on a digital channel. | |
| CE20/Canonical | The request is sent to the best available agent | |
| CE21/Canonical | Customer and agent talk over the phone | |
| CE21/Canonical | Customer clicks on "ClickToCall" option to initiate a phone call | |
| CE21/Canonical | Customer is browsing on website or mobile app and would like to speak to an agent | |
| CE21/Canonical | The agent is presented with the customer's information and location | |
| CE21/Canonical | The call is routed to the best available agent | |
| CE22/Canonical | Announcement is played to customer and they accept the call | |
| CE22/Canonical | Callback option is provided and customer completes form | |
| CE22/Canonical | Customer is browsing your website or mobile app | |
| CE22/Canonical | Customer is connected to the agent who already has the customer information | |
| CE22/Canonical | Customer selects a callback for 60 minutes from now | |
| CE22/Canonical | One hour later, call is queued up when an agent with the matching skill is available | |
| CE22/Canonical | Outbound call placed to customer | |
| CE23/Canonical | Based on business rules the system decides next action | |
| CE23/Canonical | Customer is right in the middle of the application process and decides to decline. Customer is confused | |
| CE23/Canonical | Customer is trying to apply for a loan online | |
| CE23/Canonical | The system detects that customer has just cancelled the application and probably needs assistance | |
| CE24/Canonical | Agent availability is determined | |
| CE24/Canonical | Context is passed to the agent and the chat is handled | |
| CE24/Canonical | Customer expects to be connected to an agent with appropriate skills and get real-time assistance | |
| CE24/Canonical | Customer gets notified that an agent is ready to chat | |
| CE24/Canonical | Customer is right in the middle of the update process but is having problems. | |
| CE24/Canonical | Customer is trying to update their address online | |
| CE24/Canonical | Customer receives a proactive invite to connect | |
| CE24/Canonical | The system detects that Customer is struggling with the update and probably needs assistance | |
| CE25/Canonical | Agent availability is determined | |
| CE25/Canonical | Agent dials call and is connected to customer | |
| CE25/Canonical | Context is passed to the agent and the interaction is handle | |
| CE25/Canonical | Customer expects to be connected to an agent with appropriate skills and get real-time assistance | |
| CE25/Canonical | Customer is right in the middle of the update but finds they cannot proceed due to error | |
| CE25/Canonical | Customer is trying to update address details online | |
| CE25/Canonical | Customer receives a proactive invite to connect | |
| CE25/Canonical | The system detects that customer is struggling to complete update and needs assistance | |
| CE27/Canonical | A co-browse session is initiated | |
| CE27/Canonical | Agent can view the customer's browser session | |
| CE27/Canonical | Co-browse session is ended by either party or automatically when interaction ends | |
| CE27/Canonical | Customer can allow agent to enter data | |
| CE27/Canonical | Customer connected to an agent via web messaging, chat or voice | |
| CE28/Canonical | A widget asks the customer if they would like to search for more information | |
| CE28/Canonical | Customer agrees - enters query | |
| CE28/Canonical | Customer responds yes – question answered! | |
| CE28/Canonical | Customer visits your website seeking set-up | |
| CE28/Canonical | information for a newly purchased product | |
| CE28/Canonical | Knowledge base provides relevant answers | |
| CE28/Canonical | The widget asks if the customer’s question is answered | |
| CE29/Canonical | Agent sees full interaction and context in desktop | |
| CE29/Canonical | Customer is looking for information | |
| CE29/Canonical | Customer sends a SMS to the company | |
| CE29/Canonical | The request is sent to the best available agent | |
| CE30/Canonical | A customer places a call to a branch office | |
| CE30/Canonical | Customer and routing options are based on customer value | |
| CE30/Canonical | Every customer receives personalized service | |
| CE30/Canonical | High-value customers are routed to a branch employee | |
| CE30/Canonical | Other customers are routed to self-service, voicemail, or the contact center | |
| CE30/Canonical | The customer enters user-specific information | |
| CE34/Canonical | - EITHER: Bot helps customer resolve request THEN Survey (Optional) | |
| CE34/Canonical | - OR: transferred to agent for assistance THEN Agent resolves request | |
| CE34/Canonical | Chatbot captures context and intent | |
| CE34/Canonical | Customer initiates a conversation on desktop or mobile device | |
| CE34/Canonical | Customer is looking for assistance | |
| CE37/Canonical | A customer is browsing a website | |
| CE37/Canonical | If required, the customer can be transferred to an agent chat screen | |
| CE37/Canonical | The customer is connected to an agent | |
| CE37/Canonical | The customer is offered chat via a chatbot or a help content screen pop | |
| CE37/Canonical | The system predicts the right moment to engage with the customer | |
| CE37/Canonical | Their online journey is tracked to monitor if they need assistance | |
| CE38/Canonical | A customer is looking for information | |
| CE38/Canonical | Customer asks for escalation if answer is not satisfactory |