Smarter contact centre routing and agent management checklist

It’s time for a smarter contact centre solution that supports an omnichannel experience, spans your entire customer journey and harnesses the power of your data. Move beyond the limitations of queue-based routing and eliminate obstacles that hinder your customers and employees.

Take the first step in finding the right contact centre solution with 10 key capabilities, including:

• The best desktop environment for agents to manage conversations across channels
• Workforce management software that provides the right mix of information, support and workforce optimisation tools to meet customer expectations
• Predictive performance that continuously improves business results by directing customer interactions to resources that are predicted to deliver the best outcome