A recurring problem is the difficulty in managing telephone, chat, email or document traffic that arises from carrying out procedures, even complex ones, relating to the core business of a company. 

The causes of the problem can be: 

• Large volumes, therefore long waiting times in queues and non-fulfilment 
• Lack of available resources, both human and contact 
• Time variability of the amount of incoming calls
• Need to optimize the quality of work of human resources
• Presence of repetitive patterns in contact management procedures
• Complexity of procedure management, even multi-channel
• Need to feed company information systems directly with data deriving from customer care management