Self Service

Your customers expect to interact with you through multiple channels. This requires consistency in service delivery across across all channels (on-line and call centre) adding to the pressure felt by customer facing staff as they have to handle more complex interactions.

Delivering consistency and increased efficiency is not easy to achieve when the contact centre and self service systems are built as stovepipes, each one independent from the other. Conversely, having agents doing work that could easily be handled via self service leads to unavoidable costs and frustrated customers.

As part of a cross channel customer experience management strategy, Corizon Enterprise Mashups deliver value in leveraging common application components across self service and agent channels. Benefits of this approach include:-

• The functionality can be tuned to the needs of each person from a common implementation
• Modifications and updates to the systems can be easily managed across channels simultaneously ensuring consistency is maintained

An example of a Self-Service Mashup

For more infomation about how Corizon Enterprise Mashups can be used within businesses to deliver a successful end to end customer experience please read our white paper - The Case for Enterprise Mashups