Single Point of Contact is a centralized way of organizing access to services or knowledge bases of a company based on the Single Window principle. The principle of Single Point of Contact is that company employees or customers do not need to know who to contact to solve a particular issue; they only need to understand where to go. When the request is accepted, the single point ensures that the user who created the request will in any case get an answer to his question or will be able to solve his issue.
A SPOC can be a customer support service, if it is about information support of the company’s services and products, or a corporate help center, if internal information support at the company level is required.
SPOC is one of the main functions of automatic systems for processing Service Desk customer messages. The automatic system registers requests and forwards them to appropriately qualified specialists for processing. Communication at the Service Desk level is fast and transparent. Support managers can prioritize tasks, collect data for reports and further analysis.