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: successful resolution of their issue until they are plugged into the company’s human network. This gives them access to information and expertise outside their core domain, and enables them to create an environment wherein the customer’s issue is redressed in real-time, creating both happy customers and motivated employees. The prerequisite for this is the company providing its employees with the right tools that they require in creating customer delight.

Companies are moving towards an all-IP architecture because of the significant collaboration, mobility and other advanced benefits that it brings. With this strong framework as the network platform, integration of tools such as voice, video, and data ensure a multi-channel collaboration with the goal of customer issue resolution.

A Customer Interaction Network of this nature transforms an entire company into a living, breathing customer service organism. In addition to this, the employees, suppliers and partners of this organisation too are efficient and motivated because they operate in a highly integrated environment with access to rich communications and productivity tools.

Picture this real-time collaborative business scenario: A customer calls a contact centre for resolution on a technical issue with the company’s product. The agent who interacts first with the customer collates all the details from the online customer database, and then searches the company staff database for domain experts best placed to assist the customer instantaneously, and also brings them on to the interaction through voice, Instant Messaging, WebEx or any other such collaborative tool. This ensures that from just one point of contact, the customer has got his entire issue sorted out, without having to register a complaint and wait for feedback, or have to be on hold until the expert is available to talk.

We believe that this type of agile, adaptive and intelligent infrastructure is ‘Intelligent Networking’ and is the basis for a customer interaction network. These networks are equipped to make intelligent decisions about the most appropriate way to handle internal communications to respond to customer’s requirements. The company’s network will know, for example, which employees are available at any time and on which communications channel.