IT Glossary



Customer Engagement Center (CEC)

A customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.


According to a recent report, improved relationship management and access to customer data were top benefits for CRM system users.

 


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