CTI expands the range of services of Contact Center on demand
CTI has expanded the range of its services included in Contact Center оn demand solution. In addition to interaction recording and quality control option, the new one, workforce management (WFM), is now available for customers bringing services to the level of Workforce Optimization (WFO).
Now, the service, which combines functions of load forecasting, resource planning, recording, managing quality and performance, is one of the most popular in the market.
Today, on-demand services find a ready market. This trend is most evident in the field of contact centers.
Payingonly for the resources actually used, flexiblejobmanagement, using the latest technologies without major capital investment, expertiseof leading solution providersandservicereliabilityallowscustomerto focus on business objectives.
WFOsolution provides a single access point for functions and data, single management area, operator database, unified security model and a single graphical user interfaceusing the unified architecture.
«Improving the service quality and customer satisfaction, reducing operating costs, total immersion of customer service departments in business processes of an enterprise are an important goals for customers. The optimization of contact centers is represented in modern on-demand solutions,» says Aleksey Bugay, Deputy CEO for Business Developmentat CTI.
Now, CTI provides all features of the workforce optimization included in on-demand contact center solution available for customers.