Customer Engagement Services (CES) Defined

Customer Engagment: refers to a logical set of technologies and business applications that are engineered to provide customer service and support regardless of the interaction (or engagment) channel.

Managing the customer experience can be a complex proposition. Today's customers use a myriad of communication channels to interact with you: email, video calls, text messaging, on-line text chat, telephone, etc. Potential clients find out about your organization and services through your physical (print advertising, mailings, etc.) and on-line presence (web sites, Twitter, Facebook, corporate and customer blogs, etc.). Many companies do not have the personnel or resources to establish and maintain these communication channels.

There are two aspects of Customer Engagement Management:

• Customer-Facing Services is the portion of Customer Engagement Management that your client/customer sees and interacts with directly. Regardless of the communication channel, you want your customers to have the best experience possible.
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• Business-Facing Services is the "behind the scenes" portion of the Customer Engagement Management spectrum. These services provide the support necessary for customer-facing services.
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