Supportkontakte

SupportKontakte is a term used to describe a cloud-based platform and methodology for centralizing and managing customer support contact information and channels across an organization. It provides a centralized directory of contact endpoints (email addresses, phone lines, chat handles, social media profiles) and a routing engine that maps incoming inquiries to agents or queues based on rules and agent availability. The system often integrates with ticketing platforms, CRM, knowledge bases, and analytics tools to create unified workflows.

Key features typically associated with SupportKontakte include a centralized contact directory, multi-channel support, automatic routing and escalation rules, ticket and case creation, agent workspace, analytics and dashboards, consent and privacy management, localization and multilingual support, and APIs or webhooks for integration with third-party systems.

In operation, SupportKontakte aims to reduce response times and improve consistency by ensuring customers are directed to the right channel and agent. It supports role-based access control, audit trails, and data retention policies to meet privacy requirements in regional contexts such as the European Union’s GDPR.

The term is used in German-speaking IT and service management communities to describe both a conceptual framework for managing contact points and a set of software products that implement this framework. See also topics: customer support, contact center, ticketing system, data privacy.