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?