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PeopleSoft CRM Multichannel Applications Business Processes

This topic summarizes the business processes associated with PeopleSoft CRM Multichannel applications. We discuss these business processes in the business process topics in this documentation.

CTI Integration

CTI integration enables the system to open application pages based on information that a caller enters into an interactive voice response (IVR) system.

ERMS

The ERMS enables the system to analyze, route, and in some cases automatically respond to email that customers send. The system also manages response time deadlines and sends warning notifications and final notifications as necessary.

For email that requires agent attention, the ERMS enables users to:

  • Accept ownership of email that they access from either a group worklist or through the Unified Agent Desktop.

  • Review the email to become familiar with the content and the history of the message, and modify thread information or sender information as necessary.

  • Relate the email to other CRM transactions, such as cases and leads.

  • Reply to the sender from the context of either the inbound email or a related transaction.

  • Close the email.

Chat

Chat functionality enables agents to communicate with customers through two-way text chat.

Customers request a live chat from the self-service Contact Us page and the system routes the request to an available agent. When the agent accepts the chat (using the Unified Agent Desktop), the agent's chat window automatically displays the 360-degree view of the customer.

Agents can access all chat features on the Unified Agent Desktop, such as managing multiple chat windows, chatting with other agents, bringing other agents into a customer chat, and transferring the customer chat to another agent. Additionally, the agent can push PeopleSoft CRM pages (for example, the self-service Solution page) to the customer's workstation.