A contact manager is a resource of a firm providing a web call center service.

All contacts with the company are converted into tickets associated with customers and potential customers.

These tickets do not just tell you about their status, they also let you know who took charge of an open problem and how it was solved.

The quality of the service depends on how the service itself is monitored. This is why such importance has been attached to providing a joint web call center and contact management service.

The company can use the contact manager to analyse the kind of users taking advantage of its services. It can also check the accuracy and efficiency with which the information in its site is presented, and analyse the kind of problems put forward.

The client profiling this provides can be used as a data-base for outbound campaigns for managing its services and for customer retention purposes.

A contact manager, as part of an integrated web call center, is designed to handle both Internet channels and conventional call center channels.