Features including presence-aware telephony, conferencing and messaging have significantly improved the contact centre experience for customers, as
The virtual contact centre environment gives home-based agents complete access to all the voice and data capabilities of the contact centre and ensures customer service is not impacted if agents cannot reach the Council sites. The management capability has been extended to the home, enabling supervisors to spot problem areas, analyse trends, make decisions in real-time and also help to take calls at peak times.
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Sandrine Quinton, Media
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