Customer Profiles in Connect Customer
To help agents deliver more efficient and personalized customer service, you can use Connect Customer to combine information from external applications, such as Salesforce, Zendesk, ServiceNow, or other Customer relationship management (CRM) products, with contact history from Connect Customer. This creates a customer profile that has all the information agents need during customer interactions in a single place.
With a single view of customer information including their product, case, and contact history, agents can quickly confirm the customer's identity and determine the reason for the call or chat.
Currently,
Customer Profiles can be used in compliance with GDPR
The following image shows Customer Profiles in the agent workspace. The agent workspace contains all the tools your agents need to handle calls, chats, tasks, and emails, with quick access to information from Customer Profiles.
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Cases: Status, reference Id, title, source, updated date, and more information related to cases ingested from 3P application such as Zendesk and ServiceNow, in addition to cases created and managed using Connect Customer Cases.
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More information: Additional information contained in the customer defined Attributes field of the profile, as well as further profile information such as cell phone number and shipping address. This information will be sorted alphabetically to help an agent quickly locate the information they need.
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Contact history: Date, channel, and duration of when this customer contacted your contact center in the past.
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Product purchase history: All the assets purchased by a customer can be populated here. The data is ingested from an external app such as Salesforce or Zendesk that you've integrated with Customer Profiles.
