{"id":622446,"date":"2026-04-10T23:47:39","date_gmt":"2026-04-11T06:47:39","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/extending-the-contact-centre-how-mobile-voice-routing-empowers-customer-facing-teams-beyond-the-four-walls"},"modified":"2026-04-13T23:55:09","modified_gmt":"2026-04-14T06:55:09","slug":"extending-the-contact-centre-how-mobile-voice-routing-empowers-customer-facing-teams-beyond-the-four-walls","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/extending-the-contact-centre-how-mobile-voice-routing-empowers-customer-facing-teams-beyond-the-four-walls","title":{"rendered":"Extending the Contact Centre: How Mobile Voice Routing Empowers Customer-Facing Teams Beyond the Four Walls"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Customer expectations<\/span><\/a><span data-contrast=\"none\">\u00a0have permanently shifted. Whether someone is calling a financial advisor, an insurance adjuster, a retail\u00a0associate\u00a0or a healthcare coordinator, they expect immediate, knowledgeable support \u2014 not transfers, callbacks or voicemail loops.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">For years, organisations have optimised contact centres to meet these demands. But today\u2019s <\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/customer-journey-management\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer journeys<\/span><\/a><span data-contrast=\"none\"> don\u2019t stop at the contact centre boundary. They extend into branches, field offices, clinics, stores and relationship teams.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The question forward-thinking organisations are asking is: <\/span><i><span data-contrast=\"none\">What if\u00a0an\u00a0<\/span><\/i><a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/virtual-agents\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">agentic virtual agent<\/span><\/i><\/a><i><span data-contrast=\"none\">\u00a0detects urgency and needs to engage with a subject matter expert?<\/span><\/i><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Recent advancements in\u00a0mobile voice\u00a0routing and presence management make that possible.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><span class=\"EOP SCXW173685678 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW241943439 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW167915195 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW164274801 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"TextRun SCXW15652006 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW15652006 BCX0\" data-ccp-charstyle=\"Strong\"><span class=\"EOP Selected SCXW148347977 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"><span class=\"TextRun SCXW78170898 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW78170898 BCX0\"><span class=\"TextRun SCXW255001593 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW255001593 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\">The Evolution of Voice Routing: From Location-Based to Role-Based<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"none\">Traditionally, contact centre voice routing has been tied to physical agents logged into desktop environments. If a subject matter expert was in a branch office, on a hospital floor or meeting with a client, inbound calls were either routed indirectly or escalated manually.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Mobile queue participation changes\u00a0that\u00a0model.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">With inbound contact centre voice enabled on mobile devices, associates can:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Receive queue-based voice interactions directly on their mobile app<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Help support or offload inbound contact centre calls from outside the traditional contact centre<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Signal to the business you are \u201cavailable\u201d for real-time transfers as the subject matter expert<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">This effectively extends enterprise-grade routing to experts wherever they work.<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><span style=\"font-weight: 400;\"><span class=\"EOP SCXW173685678 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW241943439 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"TextRun SCXW149050331 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW149050331 BCX0\" data-ccp-charstyle=\"Strong\"><span class=\"TextRun SCXW18664358 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW18664358 BCX0\"><span class=\"TextRun SCXW168840478 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW168840478 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\">Presence <\/span><span class=\"NormalTextRun SCXW168840478 BCX0\" data-ccp-parastyle=\"H2\">t<\/span><span class=\"NormalTextRun SCXW168840478 BCX0\" data-ccp-parastyle=\"H2\">hat Reflects Reality<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"none\">Mobility without\u00a0accurate\u00a0presence is risky. If a mobile user becomes \u201coffline\u201d the moment an app is backgrounded, routing confidence drops.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Modern mobile presence support addresses this directly.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Instead of defaulting to offline when the mobile app is not in the foreground, associates can\u00a0maintain\u00a0their availability status \u2014 allowing them to receive:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Direct calls<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Group rings<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Directly routed calls<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Queue-based calls<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Transferred interactions<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">In other words, presence now aligns with actual availability \u2014 not application visibility.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">This creates a reliable foundation for distributed voice engagement.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><span style=\"font-weight: 400;\"><span class=\"EOP SCXW173685678 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW241943439 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW167915195 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"TextRun SCXW139759436 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW139759436 BCX0\" data-ccp-charstyle=\"Strong\"><span class=\"TextRun SCXW38815969 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW38815969 BCX0\"><span class=\"TextRun SCXW102211569 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun CommentStart SCXW102211569 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\">Governance, Quality and Compliance Travel <\/span><span class=\"NormalTextRun SCXW102211569 BCX0\" data-ccp-parastyle=\"H2\">w<\/span><span class=\"NormalTextRun SCXW102211569 BCX0\" data-ccp-parastyle=\"H2\">ith the Call<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"none\">One of the biggest concerns in regulated industries is control. Extending voice beyond the\u00a0<\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/contact-centre-software\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">contact centre<\/span><\/a><span data-contrast=\"none\">\u00a0cannot mean sacrificing oversight.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Mobile-handled queue interactions\u00a0remain\u00a0fully tracked within the\u00a0<\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">customer experience platform<\/span><\/a><span data-contrast=\"none\">. Core capabilities such as recording, quality management, supervision and reporting extend to mobile-handled calls just as they do for traditional contact centre agents.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">But modern governance is no longer\u00a0just about recording\u00a0and reviewing\u00a0\u2014\u00a0it\u2019s\u00a0about intelligence\u00a0in\u00a0the moment.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">With\u00a0<\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">AI embedded<\/span><\/a><span data-contrast=\"none\"> into voice interactions, organisations can extend advanced capabilities to mobile participants, including:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Real-time speech-to-text transcription, enabling searchable conversations and live visibility<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">AI-generated summaries, reducing manual documentation time<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Automated wrap-up suggestions, streamlining post-call workflows<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Triggered workflows and follow-ups, helping ensure end-to-end resolution<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Interaction insights and analytics, surfacing trends across distributed teams<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">This ensures that mobility does not dilute operational rigour \u2014 it enhances it.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Additionally, the mobile experience supports:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Visibility into the queue associated with the call<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Structured wrap-up workflows<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Updated call controls<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Interaction notes and documentation<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Consistent post-call processes<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">For industries like financial services,\u00a0insurance\u00a0and healthcare \u2014 where documentation, auditability and speed all matter \u2014 this continuity is essential. AI-assisted documentation and automated follow-through not only protect compliance but\u00a0help\u00a0accelerate resolution and reduce administrative burden on highly skilled employees.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The goal is not to bypass the contact centre. It is to extend its <\/span><a href=\"https:\/\/www.genesys.com\/en-sg?page_id=599004\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">governance<\/span><\/a><span data-contrast=\"none\">\u00a0and intelligence model to wherever\u00a0expertise\u00a0resides.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><span style=\"font-weight: 400;\"><span class=\"EOP SCXW173685678 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW241943439 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW167915195 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW164274801 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"TextRun SCXW15652006 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW15652006 BCX0\" data-ccp-charstyle=\"Strong\"><span class=\"TextRun SCXW173508600 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW173508600 BCX0\"><span class=\"TextRun SCXW56258732 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW56258732 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\">Industry Perspectives: Why <\/span><span class=\"NormalTextRun SCXW56258732 BCX0\" data-ccp-parastyle=\"H2\">t<\/span><span class=\"NormalTextRun SCXW56258732 BCX0\" data-ccp-parastyle=\"H2\">his Matters Now<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p>&nbsp;<\/p>\n<h3><span class=\"TextRun Underlined SCXW43964420 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW43964420 BCX0\" data-ccp-parastyle=\"H3\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;ae9433fd-838f-5a2b-802d-ea26d701dfb4|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;120&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;24&quot;,335559739,&quot;120&quot;,335559682,&quot;0&quot;,335560102,&quot;2&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2.%3&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;720&quot;,335559991,&quot;720&quot;,536884268,&quot;{7d0c707a-c2a8-5d57-b8be-4a03afbf0214}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H3&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H3&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 3&quot;]}\">Financial Services: Relationship-Centric Routing<\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">In wealth management and retail banking, customers often call about time-sensitive decisions. Traditionally, branch advisors have been disconnected from live contact centre routing systems.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Mobile queue participation enables:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Direct routing to licensed advisors when available<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Scheduled participation in queues during designated windows<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Seamless transfers from the contact centre to the relationship owner<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Instead of \u201cI\u2019ll have your advisor call you back,\u201d the experience becomes immediate and contextual.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<h3><span class=\"TextRun Underlined SCXW43964420 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW43964420 BCX0\" data-ccp-parastyle=\"H3\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;ae9433fd-838f-5a2b-802d-ea26d701dfb4|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;120&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;24&quot;,335559739,&quot;120&quot;,335559682,&quot;0&quot;,335560102,&quot;2&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2.%3&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;720&quot;,335559991,&quot;720&quot;,536884268,&quot;{7d0c707a-c2a8-5d57-b8be-4a03afbf0214}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H3&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H3&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 3&quot;]}\"><span class=\"TextRun Underlined SCXW71830704 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW71830704 BCX0\" data-ccp-parastyle=\"H3\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;ae9433fd-838f-5a2b-802d-ea26d701dfb4|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;120&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;24&quot;,335559739,&quot;120&quot;,335559682,&quot;0&quot;,335560102,&quot;2&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2.%3&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;720&quot;,335559991,&quot;720&quot;,536884268,&quot;{7d0c707a-c2a8-5d57-b8be-4a03afbf0214}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H3&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H3&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 3&quot;]}\">Insurance: Field Expertise in the Moment of Need<\/span><\/span><span class=\"EOP Selected SCXW71830704 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">Claims adjusters and underwriting specialists are frequently mobile. During catastrophe events or high-volume periods, contact centres become saturated.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Mobile queue participation allows:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"18\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Surge capacity without expanding physical contact centres<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"18\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Direct escalation to field experts<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"18\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Faster claim resolution and improved first-contact containment<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">The result is not just efficiency \u2014\u00a0it\u2019s\u00a0empathy delivered in real time.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<h3><span class=\"TextRun Underlined SCXW43964420 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW43964420 BCX0\" data-ccp-parastyle=\"H3\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;ae9433fd-838f-5a2b-802d-ea26d701dfb4|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;120&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;24&quot;,335559739,&quot;120&quot;,335559682,&quot;0&quot;,335560102,&quot;2&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2.%3&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;720&quot;,335559991,&quot;720&quot;,536884268,&quot;{7d0c707a-c2a8-5d57-b8be-4a03afbf0214}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H3&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H3&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 3&quot;]}\"><span class=\"EOP Selected SCXW71830704 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:360}\"><span class=\"TextRun Underlined SCXW198542933 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW198542933 BCX0\" data-ccp-parastyle=\"H3\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;ae9433fd-838f-5a2b-802d-ea26d701dfb4|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;120&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;24&quot;,335559739,&quot;120&quot;,335559682,&quot;0&quot;,335560102,&quot;2&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2.%3&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;720&quot;,335559991,&quot;720&quot;,536884268,&quot;{7d0c707a-c2a8-5d57-b8be-4a03afbf0214}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H3&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H3&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 3&quot;]}\">Retail: Store Associates as Experience Ambassadors<\/span><\/span><\/span><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">Retail brands\u00a0are blending\u00a0digital and in-store journeys. Customers may call with questions about inventory, returns or appointments tied to a specific location.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Mobile voice routing and persistent presence allow:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"19\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Store associates to receive directly routed calls while on the floor<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"19\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Location-based group ringing for shared\u00a0expertise<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"19\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Queue-based support during peak seasons<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">This bridges eCommerce and physical retail experiences without forcing rigid contact centre expansion.<\/span><\/p>\n<h3><span class=\"TextRun Underlined SCXW43964420 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW43964420 BCX0\" data-ccp-parastyle=\"H3\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;ae9433fd-838f-5a2b-802d-ea26d701dfb4|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;120&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;24&quot;,335559739,&quot;120&quot;,335559682,&quot;0&quot;,335560102,&quot;2&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2.%3&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;720&quot;,335559991,&quot;720&quot;,536884268,&quot;{7d0c707a-c2a8-5d57-b8be-4a03afbf0214}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H3&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H3&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 3&quot;]}\"><span class=\"EOP Selected SCXW71830704 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:360}\"><span class=\"EOP Selected SCXW198542933 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:360}\"><span class=\"TextRun Underlined SCXW118261985 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW118261985 BCX0\" data-ccp-parastyle=\"H3\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;ae9433fd-838f-5a2b-802d-ea26d701dfb4|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;120&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;24&quot;,335559739,&quot;120&quot;,335559682,&quot;0&quot;,335560102,&quot;2&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2.%3&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;720&quot;,335559991,&quot;720&quot;,536884268,&quot;{7d0c707a-c2a8-5d57-b8be-4a03afbf0214}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H3&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H3&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 3&quot;]}\">Healthcare: Distributed Care Coordination<\/span><\/span><span class=\"EOP Selected SCXW118261985 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559739&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/span><\/span><\/span><\/span><\/h3>\n<p><span data-contrast=\"none\">Healthcare systems rely on coordinators,\u00a0nurses\u00a0and specialists who are rarely desk-bound.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Mobile queue participation supports:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"20\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Direct routing to care teams<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"20\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Queue-based coverage during intake surges<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"20\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Live transfer of patient calls to\u00a0appropriate clinicians<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">When seconds matter, reducing handoffs\u00a0helps\u00a0improve both experiences\u00a0and outcomes.<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><span style=\"font-weight: 400;\"><span class=\"EOP SCXW173685678 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW241943439 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"TextRun SCXW149050331 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW149050331 BCX0\" data-ccp-charstyle=\"Strong\"><span class=\"TextRun SCXW18664358 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW18664358 BCX0\"><span class=\"TextRun SCXW168840478 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW168840478 BCX0\" data-ccp-parastyle=\"H2\"><span class=\"TextRun SCXW43899605 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW43899605 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\">A Strategic Shift: The Distributed Contact Centre<\/span><\/span><span class=\"EOP Selected SCXW43899605 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"none\">The broader implication is not simply \u201cmobile calling.\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">It is the emergence of a\u00a0<\/span><i><span data-contrast=\"none\">distributed contact centre model<\/span><\/i><span data-contrast=\"none\">, where:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Expertise\u00a0is no longer confined to a physical site<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Presence reflects real availability<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Compliance and tracking remain intact<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Workforce elasticity becomes built-in<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Rather than expanding square footage or increasing full-time headcount, organisations can extend routing intelligence to qualified associates across the enterprise.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><span style=\"font-weight: 400;\"><span class=\"EOP SCXW173685678 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW241943439 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"TextRun SCXW149050331 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW149050331 BCX0\" data-ccp-charstyle=\"Strong\"><span class=\"TextRun SCXW18664358 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW18664358 BCX0\"><span class=\"TextRun SCXW168840478 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW168840478 BCX0\" data-ccp-parastyle=\"H2\"><span class=\"TextRun SCXW43899605 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW43899605 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\"><span class=\"TextRun SCXW104764643 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW104764643 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\">Design Principles for Success<\/span><\/span><span class=\"EOP Selected SCXW104764643 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/span><\/span><span class=\"EOP Selected SCXW43899605 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"none\">For organisations considering this approach, several principles matter:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"none\">1. Define Clear Participation Models<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Not every associate needs to\u00a0participate\u00a0in queues at all times. Define windows,\u00a0roles\u00a0and escalation paths intentionally.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"none\">2. Align Presence Governance<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Persistent presence should reflect operational reality. Clear policies prevent over-routing or underutilisation.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"7\" data-aria-level=\"1\"><b><span data-contrast=\"none\">3. Protect Experience Consistency<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">Ensure mobile-handled queue interactions follow the same wrap-up,\u00a0documentation\u00a0and compliance standards as desktop-based interactions.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"21\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"8\" data-aria-level=\"1\"><b><span data-contrast=\"none\">4. Start\u00a0with Targeted Use Cases<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">High-value scenarios \u2014 catastrophe response, high-net-worth client\u00a0servicing\u00a0and\u00a0seasonal retail surges \u2014 often deliver the fastest ROI.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><span style=\"font-weight: 400;\"><span class=\"EOP SCXW173685678 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"EOP SCXW241943439 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\"><span class=\"TextRun SCXW149050331 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW149050331 BCX0\" data-ccp-charstyle=\"Strong\"><span class=\"TextRun SCXW18664358 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW18664358 BCX0\"><span class=\"TextRun SCXW168840478 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW168840478 BCX0\" data-ccp-parastyle=\"H2\"><span class=\"EOP Selected SCXW43899605 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\"><span class=\"TextRun SCXW120345312 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW120345312 BCX0\" data-ccp-parastyle=\"H2\" data-ccp-parastyle-defn=\"{&quot;ObjectId&quot;:&quot;4481e732-8aef-5c2c-a16a-1fd344d2bdde|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[335551500,&quot;2052095&quot;,335551547,&quot;2057&quot;,335559740,&quot;360&quot;,201341983,&quot;0&quot;,335559738,&quot;40&quot;,201342446,&quot;0&quot;,201342447,&quot;4&quot;,201342448,&quot;2&quot;,201342449,&quot;0&quot;,469777841,&quot;Roboto Medium&quot;,469777842,&quot;&quot;,469777843,&quot;&quot;,469777844,&quot;Roboto Medium&quot;,201341986,&quot;0&quot;,469769226,&quot;Roboto Medium&quot;,268442635,&quot;26&quot;,335559739,&quot;0&quot;,335559682,&quot;0&quot;,335560102,&quot;1&quot;,134245418,&quot;true&quot;,134245529,&quot;true&quot;,469777804,&quot;%1.%2&quot;,469777803,&quot;left&quot;,469777815,&quot;multilevel&quot;,469769242,&quot;65533,0&quot;,335559685,&quot;576&quot;,335559991,&quot;576&quot;,536884268,&quot;{46acc66f-9208-5bf1-89a4-fcd3efb6a837}{1}&quot;,335552541,&quot;0&quot;,469775450,&quot;H2&quot;,201340122,&quot;2&quot;,134234082,&quot;true&quot;,134233614,&quot;true&quot;,469778129,&quot;H2&quot;,335572020,&quot;1&quot;,469778324,&quot;heading 2&quot;]}\">Looking Ahead<\/span><\/span><span class=\"EOP Selected SCXW120345312 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:360}\">\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"none\">The contact centre is no longer a room. It is a capability.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">As industries continue to decentralise workforces and elevate customer expectations, extending queue-based voice engagement to mobile environments represents a structural evolution \u2014 not just a feature enhancement.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Organisations that embrace distributed routing will gain:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"22\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Greater agility<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"22\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Faster expert engagement<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"22\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Improved first-contact resolution<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"22\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Stronger customer relationships<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"none\">In a world where\u00a0expertise\u00a0is mobile, routing should be,\u00a0too.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559738&quot;:120,&quot;335559740&quot;:360}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]Customer expectations\u00a0have permanently shifted. Whether someone is calling a financial advisor, an insurance adjuster, a retail\u00a0associate\u00a0or a healthcare coordinator, they expect immediate, knowledgeable support \u2014 not transfers, callbacks or voicemail loops.\u00a0 For years, organisations have optimised contact centres to meet these demands. But today\u2019s customer journeys don\u2019t stop at the contact centre boundary. [&hellip;]<\/p>\n","protected":false},"author":1233,"featured_media":621605,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[15928,13117,18238,18426],"tax_contenttheme":[14902],"tax_bundle":[],"tax_contenttheme2":[18481],"tax_capability_sitewide":[16201,18482,18533],"tax_products_programs":[16477,17548],"tax_buying_job":[16633,18551],"tax_buyer_persona":[16887,16919,18552],"tax_sector":[],"tax_segment":[17079,17104,17125],"class_list":["post-622446","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-customer-journey-management-en-sg","tax_blogcategory-experience-orchestration-en-sg","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-integrations-en-sg","tax_capability_sitewide-journey-management-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buying_job-job-2-solution-exploration-en-sg-2","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_buyer_persona-technical-en-sg-2","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/622446","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/1233"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/622446\/revisions"}],"predecessor-version":[{"id":622455,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/622446\/revisions\/622455"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/621605"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=622446"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=622446"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=622446"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=622446"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=622446"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=622446"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=622446"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=622446"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=622446"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=622446"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=622446"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=622446"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=622446"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}