I work in the field of deploying global contact center solutions. We have several large clients in areas like Japan. How can we implement cryptocurrencies in their contact center?
A few ideas I had been thinking of are around a few key ideas: identity, payments, transaction records, recording.
Identity
Each "coin" or token on the blockchain is unique, and therefore, one user can have access to one specific bit that is their identity. When someone initiates a transaction for assistance from a contact center agent, the serial number of that bit can be read, and identity of that person can be established. The agent receives a screen pop with the client information.
Payments
There was recently a huge story that IBM is partnering with Stellar for payments. This is very cool and big news! This means that there are real world use cases for settling payments using cryptocurrency. Payments in the contact center can be fast and instant. If someone is called outbound and connected with a sales rep, a person can settle a payment over the phone or with a mobile app.
Speaking of mobile app, if a mobile app is used, voice, video, and chat channels can all be a part of the mobile app to connect with support reps!
Transaction Records
Cryptocurrency makes it simple to record whom interacted with whom, and keep a public record of a transaction. It can be as follows:
Person A is customer
Person B is agent
IVR is segment C
Person A will be identified by public key in a micro transaction
Micro transaction goes to person B, the agent.
Person B brings C on the phone/chat/SMS
Person A sends QR code to make a payment to C with B's assistance.
All is recorded in the blockchain, which can be read in a portal for historical record purposes. It is secured because the identity of the hashes is unknown, but could be translated in a portal.
Recording
Recording or transcript could be available and stored in the blockchain, and encrypted by a key. This way only people with access to the portal can read the identities.
It would be interesting to create an entire ecosystem around an Omnichannel contact center. You could offer payments, identity, and transaction history all built on a platform like Stellar.
If anyone wants to exchange ideas, please leave a comment or reach out to me on twitter: solutions_engi
Cheers,
Nick