Moving from a single channel voice-only call centre to an Omnichannel contact centre requires the right tools – Unified Agent Desktop, Unified Queuing , Unified Dashboard and Reporting and Unified Workforce Management. Without such tools you may service multichannel interactions with a unified agent who acts as the human “glue” trying to tie together multichannel interactions.

Concerns on having your Contact Centre in the Cloud

When Moving from an on-premise contact centre to the Cloud, you may have some concerns:

will a cloud contact centre be reliable, secure and scalable?

will the cloud contact centre be affected if the internet fails?

Contact Us for a session on moving to a Ominchannel Contact Centre