Contact center automation enhances customer interactions, is Agent-less so reduces effort and drives greater quality at low cost – but adoption in the industry is slow because old, legacy, on-site platforms weren’t designed to cope with them… Here, SOFTEL takes a look at what’s new – what the benefits are – and how to get there..!
About Softel Internal
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Entries by Softel Internal
SOFTEL White Paper: Moving your Contact Center to the Microsoft Cloud
The exposure of the underlying elements for SfB means we can expect to see much more in this space from service providers and application developers.
Building and defining business issues and enterprise requirements, then turning them into a project with an operational delivery plan for a complex contact center can seem quite a heavy task. We’ve noticed that, over time, our client’s and customer’s business requirements have shifted from being fully-defined, to a series of “wants and needs” with a […]
Isn’t it great to have a plan? Or a roadmap, even – or maybe a long-term strategy. Plans are great, aren’t they? Plotting where you are, where you are going – how you are going to get there. Then again, there’s all the little things that want to get in your way. The fire-fighting and […]
There’s a lot of architecture and hardware involved with Contact Centers operations. Especially those which have evolved over time and maintain legacy CRM and CTI elements such as DEC VAX, AS400/iSeries and PBX/Switches deployed at each site. Just the thought of creating a plan to transition all of those elements to the Cloud is enough […]
A question we’ve been asked countless times: “Why don’t my reporting stats match up exactly, across my Genesys Reporting Solutions?”. With a range of Genesys solutions which could be utilized across the CIM Platform, it’s sometimes not so obvious where their similarities and differences might be. Here’s a few pointers, for those who are feeling the […]