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Charter Gateway

World Class Customer Service powered by Continuum™

Charter Gateway

Charter Gateway is the multi media communications hub designed to manage all external communications within the Charter Continuum suite. It supports inbound customer feedback across all customer touch-points including letter, fax, e-mail, e-documents, telephone and web-based contacts.

All incoming communications, whether to create a new case or to progress or resolve existing cases, are queued and flagged within the ‘Documents’ screen in Charter Manager. 

Incoming media or documents are loaded to the document screen and may be configured into work queues dependant on their source or category. Queued work may be ‘picked’ by available agents, manually assigned to workgroups or automatically assigned to teams ensuring a balanced workload.

Further options can track and monitor agent availability and workload, enabling supervisor intervention when peaks arise.  Additional inbound work management functionality can include discipline or skill-based routing into specialist teams and auto filing of material relating to existing cases. 

Outbound responses, correspondence, and other forms of customer contact can be executed via any preferred communication channel.