Project Mayhem

This is an initial design for a Unified Contact Center + interaction management solution on Cloud. Trying to keep it simple; hardest thing.

The Unified Contact Center enables organizations of all sizes to communicate with their customers across multiple channels like Voice (Phone + WebRTC), Email, Chat (IM), and new social media platforms like Twitter and Facebook. Customers can either contact the Organization or vice-versa where the Organization reaches out to their customers over the channel of their choice.

The Interaction Management system stitches these communications into threads belonging to the particular incident and the Customer.

All in all, it's a comprehensive solution designed to meet the communication infrastructure needs of organizations of all sizes.

Critical feedback appreciated

Original Here:
http://forrst.com/posts/GiH/original/1av