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International Number Support in Contact Manager
You can include international numbers in the phone number fields for contacts in the Contact Manager. The contact manager stores phone numbers 1 to 10 in the E.164 format for non-home country numbers.
In Contact Manager, the phone numbers are validated for E.164 format and are displayed as follows:
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Features
- Manage the attributes of your customers, such as their preferences (including consent), for each channel of communication.
- View the interaction history of a customer.
- View the callbacks scheduled for a customer.
- Export and import contacts.
- Create contact groups, campaigns, scheduled campaign jobs, contact export jobs, and contact import jobs.
- Search and filter Contacts based on the Happiness Index values to create campaigns.
Benefits
You can use Contact Manager to:
- Automatically verify your customer's identity through the interactive voice response (contact flows) by searching for the customer information stored in Contact Manager.
- Retrieve customer information when initiating or receiving calls from customers or when running scripts, on the Agent Desktop.
- View customers' happiness based on their interactions. Happiness Index is displayed as emoticons.
Accessing Contact Manager
To access Contact Manager, on the Configure tab of LVP, click Contacts > Contacts.
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