Providing the freedom for customers to choose the media they’d like to use to interact is not only better customer service, but also an important competitive advantage to the customer-centric business. Pointel has implemented voice, email, chat, Mobile, Fax, SMS and custom media types (web forms, service requests, cases/tickets) for leading businesses. Pointel has experience in implementing Enterprise Workload Management (EWM) to improve customer experience and efficiency for offline interactions. Offering additional media types not only improves agent efficiency but also provides accessibility to your business.