gPlex® Customer Journey enable an agent to see how many ways customer interacted in last transaction in different modes of connection. This also allow an agent to understand the customer need more clearly and give the right service at right time.

The contact center customer journey includes every contact center channel through which customers can reach out for support, including phone calls, emails, live chat, social media and more. Here are some of the key touchpoints commonly encountered within the contact center customer journey:

• Initial contact
• IVR and self-service options
• Agent interaction
• Resolution and follow-up
• Escalation process
• Post-interaction support