Companies deciding on their Workforce Optimization technology strategy have the option of implementing a fully-integrated “best-of-breed” WFO and contact center solution or individual applications for recording, quality assurance, speech analytics, etc., taking on the risk of making it work by doing the integration themselves.
The benefits of using seamlessly integrated contact center infrastructure (ACD and dialer) and a WFO suite are tangible—such as reducing the total cost of ownership and driving higher levels of automation. The “best-of-suite” approach also reduces the number of vendors that need to be managed, further simplifying the operating environment.
Featuring analyst Donna Fluss, president of DMG consulting. As an industry expert on contact center, analytics and the back office.
Watch the webinar OnDemand http://go.genesys.com/625-NA_DMG-WFO-Solutions-from-your-cc-vendor_REGISTRATIONPAGE.html?cid=701U0000000VfpD
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