PeopleSoft MultiChannel Framework Overview

PeopleSoft MultiChannel Framework (MCF) provides the tools that are required to support multiple channels of communication between customers (users) and agents. Some PeopleSoft applications, such as an email response management system (ERMS) from PeopleSoft CRM, use PeopleSoft MultiChannel Framework or you can develop your own applications on the framework that is provided.

PeopleSoft MultiChannel Framework delivers an integrated infrastructure to support multiple interaction channels for call center agents and other PeopleSoft users who must respond to incoming requests and notifications on these channels. PeopleSoft MultiChannel Framework supports email, web-based chat, voice, instant messaging, and generic event channels. It can be used from any PeopleSoft application.

PeopleSoft MultiChannel Framework also supports a broadcast function, which allows a user, such as a supervisor, to broadcast a notification message to a group of agents.

PeopleSoft MultiChannel Framework enables third-party routing systems that enable applications, such as PeopleSoft CRM, to provide embedded multichannel functionality. You may choose either the PeopleSoft queue server or the third-party routing server to route voice, email, chat, and generic events.