A modern CCaaS system includes an intelligent routing engine which routes, manages, delivers, and records a full range of interactions. In addition, Artificial Intelligence (AI) is increasingly integrated into this technology, providing a truly revolutionary approach to efficient and effective customer interactions. Organizations assign agents to channels based on their skills and the employer’s needs. Thus, “workforce optimization” is becoming more important as a competitive advantage and as a component in building an effective, successful CCaaS strategy.

Other aspects to consider on maximizing your CCaaS implementation:

• The Landscape
• Global CCaaS market statistics
• Business Drivers
• Technology
• Multichannel vs. Omnichannel
• Security
• Workforce Impact

Download now to explore all of the above aspects, and more, in greater detail.