In this article our discussion is specific to Genesys Contact Center and the use of virtual queues for reporting purposes. We should clarify that this article is not about virtual queuing or the concept of receiving a callback instead….
In the realm of contact centers, technology trends are moving at a lightning-fast pace. What was innovative five years ago has become undeniably outdated and inefficient. There also has been significant upheaval within the contact center industry…….
Just as businesses must evolve to stay successful, so do their contact centers. While shifting customer expectations and market trends can propel the need to scale a contact center, they aren’t the only reasons. In fact, there are many factors that indicate that it’s time for a change…..
Cloud contact center solutions are one of the hottest topics of the year. And with the cloud on everyone’s mind, contact center managers and technical leads might be asking themselves – Are we missing out by not moving to the cloud? Find out if an on-premise or cloud solution….