Welcome and Interaction::Customer Context Management

Customer Context Management Aggregate Function allows to define the needed information and the first actions to be initiated once the person has been identified and authenticated. Moreover, information and actions should be set in accordance with the channel used by the actors (human, system).
Different rules have to be set in accordance with:
• Context of the request
• Role of the person initiating the request
• Customer contract situation
• List of possible actions with priorities
• The CSR or seller role and expertise level, if present, in the context of the request
• Presentation rules for the channel or device involved.