Agent Console in Multiplay Subscription Management (Managed Package)

Multiplay Subscription Management provides a contact center agent console that can be used by customer service agents for various customer interactions. The agent console provides a 360 view of the customer's account and subscription details and includes guided process flows to address common customer requests.

This feature is part of the Communications Cloud managed package.

With the agent console, you get key account capabilities such as:

• Contextual subscriber 360 view for accounts and services
• Recent interactions, events and activities
• Most recent products and services
• Knowledge base with sample articles
• Quick launch of actions with Omnichannel-guided process flows
• Customer sentiment, churn score & next best actions (as part of Tableau CRM for Communications)

Use the agent console for these key service features:

• View services and products associated with an account
• Search and advanced search features
• View underlying assets up to a configurable level
• Launch configurable actions that are contextual to product or service type
• View product and service details: Price, usage, wallet balance, term, and others
• View configurable information based on the product and service types
• Launch configurable actions (including Omnichannel-guided process flows) based on the product and service types
• View underlying assets with contextual and configurable information and actions