AWD Contact

AWD Contact is AWD’s next-generation customer management desktop, designed for today’s most advanced contact center environments. Through its browser-based interface, customer service representatives (CSRs) have instant access to:

All customer information stored in AWD and other application systems

Customer’s disposition from the last contact, automatically presented to the CSR

Complete history of the customer’s interactions from all communication channels

AWD/Contact provides you with a unified view of all customer contacts, regardless of the channel of communication, including mail, fax, phone, e-mail, Web call-back, Web collaboration, Web chat, and voice-over IP. Tight integration between AWD’s capture suite and business rules engine reduces implementation costs and ensures that all transactions are processed consistently.