AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

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Presentation transcript:

AIRS 2009

WIN 211 Circa 2006

The Traditional Contact Center REPORTING RECORDING /CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s PBX 00s

REMOTE AGENT EXTENDER /CHAT RECORDING The Traditional Contact Center REPORTING RECORDING /CHAT REMOTE AGENT EXTENDER PBX IVR ACD WFM CTI CSAT CBT WISH LIST CTI IVR

Multi-Site Challenges REPORTING PBX ACD WFM CSAT CBT REPORTING RECORDING PBX ACD CTI /CHAT REMOTE AGENT EXTENDER PBX IVR ACD Time of Day % Allocation Busy No Answer

Hub & Spoke REPORTIN G PBX ACD WFM CSAT CBT REPORTIN G RECORDI NG PBX ACD CTI E- MAIL/CHA T REMOTE AGENT EXTENDER PBX IVR ACD

Changing The Traditional Model REPORTING RECORDING /CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s PBX 00s

Changing the Traditional Model PBX REMOTE AGENT EXTENDER

SaaS