The Customer Services Domain defines the set of capabilities that are directly related to an internal or external customer, the business’s interaction with the customer and the customer-driven activities or functions. The Customer Services Domain represents those capabilities and services that are at the front end of a business and interface at varying levels with the customer.
Customer Relationship Management
Capabilities within this Service Type are used to plan, schedule and control the activities between the customer and the enterprise, both before and after a product or service is offered.
EDS Offerings
- Consumer Direct Services
- Contact Center Managed Services
- Contact Center Outsourcing Services
- Contact Center Outsourcing Services – Rapid Response for Government
Customer Initiated Assistance
Capabilities within this Service Type allow customers to proactively seek assistance and service from an organization.
EDS Offerings
Customer Preferences
Capabilities within this Service Type allow an organization's customers to change a user interface and the way that data is displayed.