The modern customer service and support (CSS) contact center is undergoing a transition to a customer engagement center (CEC). Depending on the industry and business model, the CEC may handle order management, case management, trouble tickets, financial advisory services, problem diagnostics and resolution, account management, provisioning and/or returns management. The CEC includes applications such as co-browsing, knowledge-enabled service resolution, social media engagement and community management, offer management and service analytics dashboards. They may also support customers using mobile devices or in the midst of a self-service interaction. Increasingly the tools are in the cloud and acquired via a subscription model.
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