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:
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