Thalamus Contact Center

A Tool for Brand Engagement

Thalamus is a web application that helps contact center operators, promoters, and other brand representatives interact with a brand just like a customer would. It serves as a single, unified tool that allows them to handle all the tasks a consumer would normally do on their own.

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Inbound Mode: Consumer Management

The application operates in Inbound Mode, where an operator is on standby, ready to receive a call from a consumer.

The process begins with the operator prompting the consumer for a unique ID to authenticate their profile.

• If the consumer's ID is found in the database, the operator can access their existing profile to assist them.

• If the consumer’s ID is not found, the operator must complete a registration process to create a new profile for the consumer in the system.

The Login Form offers multiple methods to authenticate a consumer, giving operators flexibility in how they access a profile:

• Email: Use the consumer's email address as the primary identifier.

• Identity Document: Search using a unique government-issued ID number, such as a driver's license or passport number.

• Phone Number: Use the consumer's phone number to locate their profile.

• Social Media: Log in by using the consumer's linked Facebook or Twitter username.

• Principal ID: Use a unique ID assigned to the consumer within the brand’s system.

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These options ensure that the operator can quickly and efficiently find a consumer's profile, even if they don't have all of their information readily available.

Logged Party

Once a consumer profile has been authenticated, the operator is able to perform the following actions:

• Update Profile Data: The operator can manage and update the consumer's profile information to ensure all data is accurate and current.

• Manage Activities: The operator can view and manage the consumer's history of interactions, transactions, and ongoing activities.

• Register a Case: The operator can document and create a formal record for a specific consumer inquiry, issue, or request.