Today's enterprises are increasingly serious about coordinating customer interactions across all touchpoints. While some firms may be fortunate enough to execute all interactions through a single multichannel contact system, most will find themselves working with several independent touchpoint products. Therefore, company-wide coordination will require using a separate interaction manager that receives information from all touchpoints and sends back decisions.
Connecting this central interaction manager to the individual touchpoints is a significant challenge. It typically requires modifying the touchpoint system to call the interaction manager when intervention by the interaction manager is, or might be, required. This intervention point might be the display of a particular Web page, receipt of a certain type of e-mail message or a specific branch in a telemarketing script.
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