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How does e-FAQ work with the Customer Interaction Center (CIC)?

April 26, 2017center CIC customer e-faq interaction

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How does e-FAQ work with the Customer Interaction Center (CIC)?

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e-FAQ is a standalone product and is implemented independently from CIC. However, e-FAQ is a front-end email processor that can work in conjunction with CIC’s email routing and processing capabilities today. If e-FAQ cannot locate a satisfactory match to an email inquiry, e-FAQ can be configured to forward the email to another mailbox. This mailbox can be monitored by a CIC handler and simply routed to a appropriate agent or group using CIC handler tools. Additionally, e-FAQ can be used as a front-end web self service solution. If the inquirer determines that e-FAQ is not returning an expected result, the result web page can include a “chat” button which can be pressed to request additional live help. This request will be processed by CIC’s chat ACD and routed to an available agent. Also, CIC’s email response client includes an e-FAQ query option so that agents responding to emails can directly query e-FAQ to find an appropriate answer.