Hi All,

New white paper & infographic now available: Interaction & Case Management Best Practices

Blurb:To build a truly omnichannel platform, we need to manage all kinds of customer engagement channels in an optimal way. While the case entity does a great job of representing non-real-time customer engagements like the web channel (where customers can create/update cases) and the email channel (where a case can serve as the container for the email thread), we were missing an entity that could represent live customer interactions such as phone calls and chat sessions to facilitate their routing, real-time status monitoring, and user controls.

We created the interaction record to do just that…

Feedback is welcome! -Erik