Contact Center Blog

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Skills-based ACD vs. Omnichannel Routing

Sep 6, 2017 7:00:00 AM

As companies strive to achieve better customer satisfaction across multiple channels several issues usually arise with reporting, QA, channel-switching, and omnichannel routing. Standard ACDs with skills based routing route voice calls based on...

ACD in a Modern Contact Center

Aug 31, 2017 7:00:00 AM

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology. In a...


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