How does the integration of the Web and the Call Center actually work?How does the integration of the Web and the Call Center actually work?
See The Diagram and Step-by-Step Detail
Web surfers can click on an icon to initiate a telephone conversation with a customer service agent in a Call Center. Additionally, the agent will be able to send images to a customer's screen to illustrate the products or services being discussed. The telephone conversation is provided through a Long Distance network and simultaneously the image is transmitted through the Internet. Consumers are able to get "instant" answers on demand and make secure credit purchases with the added benefit of personal interaction.
Specifically, let's look at the travel industry. Suppose a consumer visits a travel agency's website and becomes interested in a 7-day tour package to Hawaii. The caller wants to find the hotel closest to the volcano biking tours. The consumer enters their telephone number in the designated field and then clicks on the "call me now" icon. The Long Distance network provider sets up a call between the consumer and the website's call center agent. The two are connected and start discussing lava flows.
The Call Center agent can send other images such as island maps or accommodation photos (economy, deluxe and suites) to the consumer as they are talking. The consumer can make a reservation over the telephone and close the transaction.