What is included in the ECI Visibility Use Case?

The inclusion of accessing conversation highlights in the ECI Visibility Use Case emphasizes the importance of understanding customer interactions and sentiments in a contact center environment. Conversation highlights refer to key insights and summaries drawn from customer interactions, such as phone calls, chats, or emails. These highlights provide agents with valuable context about past conversations and customer preferences, enabling them to deliver more personalized and effective support.

By effectively utilizing conversation highlights, contact center agents can quickly grasp the main points of previous discussions, identify recurring issues, and tailor their approach to better meet the needs of the customer. This enhances the overall customer experience, as agents are better equipped to address concerns without having to sift through extensive records.

In contrast, creating new sales processes, developing product features, and delivering marketing campaigns fall outside the primary scope of ECI Visibility, which focuses more on providing visibility into customer interactions than on sales or marketing strategies. Thus, accessing conversation highlights is central to improving service delivery and operational efficiency within the contact center framework.