PeopleSoft MultiChannel Framework

PeopleSoft MultiChannel Framework delivers an integrated infrastructure to support multiple interaction channels for call center agents or other PeopleSoft users who must respond to incoming requests and notifications on these channels.

PeopleSoft MultiChannel Framework can be used from any PeopleSoft application.

In this context, the word channel refers to the technology used to communicate during an interaction. PeopleSoft MultiChannel Framework supports the following channels:

• Voice (telephone).

• Web collaboration (chat).

• Email.

• Generic tasks.

• Instant messaging.

The PeopleSoft MultiChannel Framework includes an HTML agent console, universal queueing, real-time task routing, customer-to-agent and collaborative chat, and centralized event logging.