Workforce-Intelligent Contact Center - Where Data, Decisions and Action Meet
One significant obstacle that needs to be overcome is the ongoing disconnect between workforce optimization (WFO) and the infrastructure of contact center systems. Contact centers are held back every day by the lack of communication between WFO systems and ACD/IVR/Dialer infrastructure systems. Even when these two components are purchased from the same vendor, they don’t talk to each other. Yes, there are one-way conversations where the infrastructure pushes data for scheduling and call monitoring to the WFO system. But without integration, the WFO is unable to share any of its vital information and that’s where the communication ends.
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