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. The PeopleSoft MultiChannel Framework can be used from any PeopleSoft application.

A “channel” refers to the technology used to communicate during an interaction. PeopleSoft MultiChannel Framework supports the following channels:

• Voice (telephone).

• Web collaboration (chat).

• Email.

• Instant messaging.