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Channel Management

Channel Management
Polygon

Channel Management encompasses the means by which customers contact Service Providers as well as how service provider agents communicate internally. Channel Management provides the means to capture and manage activities via the available contact channels (e.g. on-line contact center, web or off-line email, post, fax etc.). It also provides the means for an activity can be completed on a different channel from which the request originated.

  • ODA Function Block:

    Engagement Management

  • Component name:

    Channel Management

  • Component ID:

  • Component version:

  • Component specification status:

    Proposed

  • Published date:

    None

Providers with a full mapping to this component

Software providers without all mandatory APIs certified

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